Change ManagementThe Cornerstone for Effective CRM DeploymentExplore Your Options: Change Management   High Tech High Touc...
When you say Change, they say:                       “This is a waste of time.”           “Why change if it was working ju...
‘Service-change’ and CRM projects areall about culture, ownership, controland resistance, direction,management, vision, co...
1. Why change management is crucial to the success ofyour CRM project.2. How to successfully use change management whilefo...
Before Embarking on Change •   Align the change with the company’s strategy •   Understand what you’re likely to achieve •...
Key Components for Success  1. Formalizing the process  2. Defining the change program  3. Establishing a formal managemen...
Project Team •   Executive Sponsors •   Management Team •   Project Manager / Project Assistant                           ...
Business Dimension of Change   Elements of the business dimension of Change:     1. Business need or opportunity is identi...
Business Dimension of Change   Elements of the business dimension of change:    5. Business solution is designed (new proc...
People Dimension of Change           Effective management of the people dimension of           change requires managing fi...
Now its your turnApply it to a personal situation that you are personally close to.     1. Identify a change you are havin...
Complete the table to the best of your ability, rating each area on a scale of0% to 100% Take a moment to review your scor...
You must address the area you scored 50% or less first. Awareness will be coreto the success of the project effort.Desire ...
Process Dimension of Change Process elements for change:  1. Define methodology  2. Identification of activities  3. Back-...
Process Dimension of Change  Process elements for change:                                                   •• Communicati...
Technology Dimension of Change   Technology project elements of change:    1. Appropriate software and or hardware is iden...
Technology Dimension of Change   Technology elements of change:    4. Final testing including user testing    5. Notificat...
Identify                                            Change Management                        detailed                     ...
Roadmap to ChangeExplore Your Options: Change Management   High Tech High Touch Solutions
Create Champions of Change  Help people feel comfortable with their being asked to do something  differently.    1. Tend t...
Communication – Involve Others1. Build a comprehensive communications plan targeting affected units and stakeholders2. Lev...
Utilize Advanced Project Management Methods1. Actively monitor project activities2. Track concerns and issues along the wa...
Foundation for Success • Involve people up-front and gain their support • Identify the team and stakeholders • Utilize sta...
“If youre not riding the wave of change...     youll find yourself beneath it."                           Explore YourHigh...
HTHTS’ Newsletter          “eSharings”    Exclusive Help Desk and Call Centerprofessional’s newsletter, ad exempt*, loaded...
Industry Newsletters       Help Desk NorthwestJust email memberships@hdnw.orgNorthwest Call Center Professionals   Just em...
Ivy MeadorsHigh Tech High Touch Solutions, Inc.  Business Consultant, Speaker, Writer            Ivy@hthts.com            ...
CRM Guideswww.ismguide.com        Explore YourHigh Tech High Touch Solutions                    Options: Change Management
www.crm-toolkit.com/www.crm-toolkit.com/SamplePlans.html                             “Not in handout”www.projectconnection...
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Changemanagement2004 100831155540-phpapp01

  1. 1. Change ManagementThe Cornerstone for Effective CRM DeploymentExplore Your Options: Change Management High Tech High Touch Solutions
  2. 2. When you say Change, they say: “This is a waste of time.” “Why change if it was working just fine before?” “If it aint broke, dont fix it.” “They never tell us what’s going on!” “How soon will this happen?” “How will this impact me?” “Will I receive new training?” “What’s in it for me.” “I doubt they are really serious about this.” Natural reaction to change: Resist Awareness of need to change: critical ingredient and must come first Explore YourHigh Tech High Touch Solutions Options: Change Management
  3. 3. ‘Service-change’ and CRM projects areall about culture, ownership, controland resistance, direction,management, vision, communications,structure, process andpeople… people… people. Explore YourHigh Tech High Touch Solutions Options: Change Management
  4. 4. 1. Why change management is crucial to the success ofyour CRM project.2. How to successfully use change management whilefocusing on the behaviors and attitudes to createchampions of change.3. Identification of the key components of changemanagement4. Components of an effective change plan: time lines,resources required, communication processes,documentation, and acceptance criteria. Explore YourHigh Tech High Touch Solutions Options: Change Management
  5. 5. Before Embarking on Change • Align the change with the company’s strategy • Understand what you’re likely to achieve • Ensure executives committed to achieving change • Verify there are sufficient resources • Assess need for external help, find outside resources “Change management is crucial to the success of any change effort.” Explore YourHigh Tech High Touch Solutions Options: Change Management
  6. 6. Key Components for Success 1. Formalizing the process 2. Defining the change program 3. Establishing a formal management structure 4. Communicating to the appropriate stakeholders 5. Involving people frequently to create champions of change “Don’t build it in a box alone” “Don’t build it in a box alone” Explore YourHigh Tech High Touch Solutions Options: Change Management
  7. 7. Project Team • Executive Sponsors • Management Team • Project Manager / Project Assistant “Not in handout” • Change Manager • USERS!! • Outside clients • Key stakeholders • Partners / vendors • Database administrators • IT!! (Technicians, engineers, system administrators, etc.) • Help Desk and Call Center • Users • Auditing / quality control manager Explore YourHigh Tech High Touch Solutions Options: Change Management
  8. 8. Business Dimension of Change Elements of the business dimension of Change: 1. Business need or opportunity is identified 2. Project is defined (scope and objectives) 3. Proper management team is put in place 4. Risks, costs and business impacts are addressed Explore YourHigh Tech High Touch Solutions Options: Change Management
  9. 9. Business Dimension of Change Elements of the business dimension of change: 5. Business solution is designed (new processes, systems, and organizational structure) 6. New processes and systems are developed 7. Solution is implemented into the organization Explore YourHigh Tech High Touch Solutions Options: Change Management
  10. 10. People Dimension of Change Effective management of the people dimension of change requires managing five key phases: 1. Awareness of the need for change 2. Desire to make the change happen “ADKAR” 3. Knowledge about how to change 4. Ability to implement new skills and behaviors 5. Reinforcement to retain the change once it has been made Research shows that problems with this dimension of change is the most commonly cited reason for project failures. In a study with 248 companies, effective change management with employees was listed as one of the top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall. Explore YourHigh Tech High Touch Solutions Options: Change Management
  11. 11. Now its your turnApply it to a personal situation that you are personally close to. 1. Identify a change you are having difficulty making in another person (friend, family member or work associate), that is not working regardless of your continued efforts. 2. Briefly describe the personal change you are trying to implement: 3. Answer and assign a score for the following questions. Awareness. List the reasons you believe the change is necessary. Review these reasons and rate the degree to which the person you are trying to change is aware of the reasons or need to change (0% - 100%). Desire. List the factors or consequences (good and bad) for this person that create a desire to change. Consider these motivating factors, including the person’s conviction in these factors and the associated consequences. Rate his/her desire to change (0% - 100%). Knowledge. List the skills and knowledge needed to support the change, including if the person has a clear picture of what the change looks like. Rate this person’s knowledge or level of training in these areas (0% - 100%). Ability. Considering the skills and knowledge identified in the previous question, evaluate the person’s ability to perform these skills or act on this knowledge. To what percent do you rate this person’s ability to implement the new skills, knowledge and behaviors to support the change (0% - 100%)? Reinforcement. List the reinforcements that will help to retain the change. Are incentives in place to reinforce the change and make it stick? To what percent do you rate the reinforcements as helping support the change (0% - 100%)? Explore YourHigh Tech High Touch Solutions Options: Change Management
  12. 12. Complete the table to the best of your ability, rating each area on a scale of0% to 100% Take a moment to review your scores. Highlight those areasthat scored a 50% or below, and identify which was the first area to scoreless than 50%. Explore YourHigh Tech High Touch Solutions Options: Change Management
  13. 13. You must address the area you scored 50% or less first. Awareness will be coreto the success of the project effort.Desire to change at the employee level must be addressed as resistance will be anatural reaction to change.As the change moves into implementation, you will need to develop knowledgeabout the change and ensure their ability to implement new skills and behaviors.Once the change is in place, you will need to reinforce the change to avoidmoving backwards to old behaviors. Explore YourHigh Tech High Touch Solutions Options: Change Management
  14. 14. Process Dimension of Change Process elements for change: 1. Define methodology 2. Identification of activities 3. Back-out process documented 4. Prioritization of change tasks Offer Collaboration Space Offer Collaboration Space 5. Agreed upon Service Levels Email distribution lists Email distribution lists Weekly status reports Weekly status reports Weekly team meetings Weekly team meetings Teleconferencing Teleconferencing Explore YourHigh Tech High Touch Solutions Options: Change Management
  15. 15. Process Dimension of Change Process elements for change: •• Communications Communications 6. Develop project plan plan plan •• Action items list 7. Identify documentation requirements Action items list •• Issues list Issues list 8. List training needs •• New New 9. Produce implementation plan requirements requirements •• Project review Project review documents documents Explore YourHigh Tech High Touch Solutions Options: Change Management
  16. 16. Technology Dimension of Change Technology project elements of change: 1. Appropriate software and or hardware is identified. 2. Technical and functional requirements gathered. 3. Installation, develop, design, test, and pilot 4. Production installation •• JAD sessions JAD sessions •• Post-it note Post-it note exercise exercise •• Involve the users! Involve the users! Explore YourHigh Tech High Touch Solutions Options: Change Management
  17. 17. Technology Dimension of Change Technology elements of change: 4. Final testing including user testing 5. Notification, audit trails, measurements 6. Solution is implemented into the organization •• Workshops Workshops •• Design reviews Design reviews Explore YourHigh Tech High Touch Solutions Options: Change Management
  18. 18. Identify Change Management detailed Model- reqs. DocumentRecognize policies for Technologyor identify support Postchange Gather Implementation Initiate function knowledge Review request Identify Identify risk, training cost, needs benefits Schedule Prioritize requests and perform Go Live! training Populate Schedule knowledge base Design Testing prototype Pilot Review Kick Off Celebration! Gain Production approval release “Include Help Desk and Call Center!” Explore YourHigh Tech High Touch Solutions Options: Change Management
  19. 19. Roadmap to ChangeExplore Your Options: Change Management High Tech High Touch Solutions
  20. 20. Create Champions of Change Help people feel comfortable with their being asked to do something differently. 1. Tend to think first about what they have to give up 2. Feel isolated even when others are going through similar changes 3. Different resilience levels, none of us can absorb unlimited change 4. Concerned that they don’t have enough resources If not addressed all of these can lead to resistance. Explore YourHigh Tech High Touch Solutions Options: Change Management
  21. 21. Communication – Involve Others1. Build a comprehensive communications plan targeting affected units and stakeholders2. Leverage preferred communications methods and vehicles3. Focus initial rounds on creating awareness and building support4. Provide periodic updates in subsequent rounds to keep all stakeholders informed and engaged.5. Task senior executives to play an active role: * Sponsorship – in global communications and funding * Participation – in key project activities * Engaging – other key stakeholders6. Involve other leaders through working sessions7. Leverage other communication events and training sessions to involve entire staff8. Create a “stakeholder engagement” plan for active involvement9. Collect stakeholder concerns during all interactions10. Build buy-in to the business case11. Leverage “quick wins” and test and learn activities12. Build comprehensive reporting Explore YourHigh Tech High Touch Solutions Options: Change Management
  22. 22. Utilize Advanced Project Management Methods1. Actively monitor project activities2. Track concerns and issues along the way and determine appropriate action3. Leverage existing organizational processes for conducting formal “readiness assessments”4. Ensure the CRM Program leverages existing organization norms for: • Cross-organizational involvement • Active use of steering committees5. Adopt a partnership approach with CRM vendors and or consultants to facilitate results6. Leverage best practices for Program Management tailored to unique CRM requirements7. Create a “roadmap” or overall approach to achieve the CRM vision8. Adopt a “phased” implementation approach9. Focus on “quick wins” along the way10. Enhance organizational readiness by rolling out across all areas over the long term Explore YourHigh Tech High Touch Solutions Options: Change Management
  23. 23. Foundation for Success • Involve people up-front and gain their support • Identify the team and stakeholders • Utilize standard procedures – Change control Keep it simple Keep it simple – Documentation Small phases Small phases – Communication paths • Deploy technology following a formal process Explore YourHigh Tech High Touch Solutions Options: Change Management
  24. 24. “If youre not riding the wave of change... youll find yourself beneath it." Explore YourHigh Tech High Touch Solutions Options: Change Management
  25. 25. HTHTS’ Newsletter “eSharings” Exclusive Help Desk and Call Centerprofessional’s newsletter, ad exempt*, loaded with resources & tips. Just email solutions@hthts.com or visit www.hthts.com * If there is an event we think you should know about, we do include those. Explore YourHigh Tech High Touch Solutions Options: Change Management
  26. 26. Industry Newsletters Help Desk NorthwestJust email memberships@hdnw.orgNorthwest Call Center Professionals Just email nwccp@hthts.com Explore YourHigh Tech High Touch Solutions Options: Change Management
  27. 27. Ivy MeadorsHigh Tech High Touch Solutions, Inc. Business Consultant, Speaker, Writer Ivy@hthts.com www.hthts.com (425) 398-9292 Explore YourHigh Tech High Touch Solutions Options: Change Management
  28. 28. CRM Guideswww.ismguide.com Explore YourHigh Tech High Touch Solutions Options: Change Management
  29. 29. www.crm-toolkit.com/www.crm-toolkit.com/SamplePlans.html “Not in handout”www.projectconnections.com/knowhow/template_list/newformat/samples/CommunicationsPlan.docwww.iodinc.com/tools.php3www.pfdf.org/leaderbooks/l2l/spring2000/bridges.htmlwww.ncrel.org/sdrs/areas/issues/educatrs/leadrshp/le5spark.htmwww.crmproject.com/document.asp?d_id=2198www.projectconnections.comwww.crm-toolkit.com Explore YourHigh Tech High Touch Solutions Options: Change Management
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