Billy Implementation for Manila

Change Management Plan (Revised)

1. Planning overview
2. Change Management Plan

2.1. Trainings

Here’s a list of the training sessions and related deliverables to roll-out the solution in the Manila office. Each training should preceded by a
dedicated communication sent to the session targeted audience and a meeting invitation.

Audience Media Schedule Ownership Related deliverable (date) Comments / To do

Teams EMEA
250 staff
Teams APAC Nimble training pack (05/06)
100 staff Video trainings on Nimble ready 07/06 at the latest
Additional content to be created for non-rec work
Nimble (from 45 mins 15 June – 24 intro to Billy w/ high level features
Training team Q&A sessions to be planned (to be discussed with
Teams US to 1 hour) June and concepts, training videos and
training team as there are 360 staff in the scope)
10 staff hands-on use cases in test
environment)

Application
Support

Live sessions for each

team session with
APAC, EMEA/US, to Questions log
All staff 24-29 June Bea / Fatima Define location for question
go through all the
questions.

Additional session with Dedicated presentation(03/07) Content for dedicated sessions needs to created : what
Shift
further instructions for Bea S. / Fatima w/ Implementation key objectives + message do we want to communicate ? what is
Managers
operational roll-out (on 12-19 June support of Lucas & focus on team leads role in app + expected from managers in Billy that will be specific to
19 staff +
top of mandatory Abdoulie reporting and KPIs their role ? what KPI will be monitored ? what will be
Joyce / Ursula
Nimble trainings) the process moving forward ?
Joyce, Ursula, Feedback / Q&A
Fatima, 3 - Journey, thought process
Operational mindset
Shift Abdoulie Jallow - learning curve and best practices Dedicated Video to be ready prior to session. and
session
managers 05-June (Lux head of - Production monitoring w/ key shared with stakeholders – session to share REX and
(video content to be
(Julius, delivery) reports Q&As
shared prior to session)
Carlito,
Gerald)
Tool Experts Dedicated session prior 06-10 July Lucas in Solution demo w/Q&A Resp for this specific role should be defined and
 to go live : Read out of FAQ and documentation
Solution demo with collaboration with available communicated in the session. Should also be part of the
Read out of FAQ, role Bea go live com (where to seek help in the first place ?).
desc and user guide
Front Office – Reports user guide
selected Post go live when Bea S. (w/ Support Identify the reports that will be shared with FO first
Reports presentation
audience data ready of Lucas) Define audience in the course of June
TBD

2.2. Communication

Audience Media Schedule Ownership Comments

Elements of the coms to be prepared by the project team.
CS staff + app Email with project scope, timeline, training Fatima (distribution
04/06 Fatima to check if we can use the mandatory readings sent via
support audience & training schedule list)
Athena
Individual invitations for training via
Training attendees Nimble with deadline 07/06 Training team (MNL)
Reminder for missed deadlines
Should contain links to solution, links to relevant
All Manila office Go live communication 29/06 Joyce & Ursula documentation (define location in Athena), support process
moving forward (Business, IT support)
IQEQ Group Define coms strategy around project progress. Check with
Coms in Athena around project TBD Haziz
(external to project) Ursula, Haziz and Marketing team
To be captured in case some of Billy’s output is shared with
Clients (external) TBD if new reports are shared with the FO. TBD (Front office ?)
client in lieu of existing deliverables

2.3. Operational readiness

Process Deliverable Schedule Ownership Comments

impacted
Onboarding Update procedure with process steps Chris to reach out to Bryan and share elements from functional requirements
from Billy 24/06 Bryan B.
procedure Procedure to be stored on Athena
New employee Add Billy training to HR onboarding Share Nimble training pack with HR and ensure Billy is added to the list of
process 24/06 Chris N.
process corporate applications training for new employee onboarding process
Describe steps in Billy for recurring Project team to add generic workflow diagram in training pack
Planning process and ad-hoc work 24/06 Chris N.
User guide to be shared on Athena
 FAQ documentation to be shared on Athena

Employee
Include Billy daily update TBD Fatima B. Fatima to confirm feasibility with HR
handbook
RACI Matrix for troubleshooting
SLA
Application FAQ document
12/06 Lucas Handover session to be scheduled between 12/06 and 13/07
support User guide
Tech documentation
Read-out / Handover session

Capacity planning process incl. ramp-

up phase for solution adoption): KPIs to monitor adoption (snapshot when all data in system)
Governance Periodic planning review and KPIs 12/06 Bea S. Governance around planning review
monitoring
Periodic catch-up with tool experts