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ACCA Strategic Professional · Strategic Business Leader · Enabling success: disruptive technologies

Tamsin Foods is considering moving its finance systems to cloud-based SaaS. The finance director argues the main benefit is a shift from capital expenditure to subscription-based operating cost with scalability. A board member warns that employees may resist, as processes will have to adapt to standard software. Which change-management insight is most relevant to the board member's concern?

The board member's concern calls for active change management. Because standard SaaS forces process changes, Tamsin should engage stakeholders, communicate benefits and provide training. Ignoring resistance risks failed adoption, while waiting for unanimous agreement is impractical and SaaS usually offers limited customisation.

  1. AStandardised SaaS can be fully customised, so resistance is unlikely
  2. BThe change needs to be managed through stakeholder engagement, training and communication, since process change affects people as well as technologyCorrect
  3. CResistance can be ignored if the cost savings are large
  4. DThe change should be delayed until all staff agree

Explanation

Adopting standard SaaS often requires business processes to change, which creates people-related resistance. Effective change management involves engagement, training and communication. Ignoring resistance risks failure, while waiting for universal agreement is impractical. SaaS customisation is typically limited.

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