Change Management
Strategy Execution &
Sustainable Results
Lynn Hunsaker
Strategic Customer Experience Mentor
Author:
• Metrics You Can Manage For Success
• Customer Experience Improvement Momentum
• Innovating Superior Customer Experience
www.ClearAction.biz
See Creative Commons License: http://creativecommons.org/licenses/by-nc-nd/3.0/us/
© 2008 ClearAction. All rights reserved.

Paving The Way
© 2008 ClearAction. All rights reserved. 2

Paving The Way
Evaluate:
- Ask “why” 5 times
- Calculate cost / benefit
- Identify stakeholders needs
stakeholders'
Envision:
- Paint a compelling picture
- Involve stakeholders for shared vision
- Link & benchmark
Analyze:
- Pace, readiness, resistance
, ,
- Priorities, capabilities, barriers
- Constraints, scope, what-if
- Create stakeholder mgt strategy
© 2008 ClearAction. All rights reserved. 3

Who’s Where When?
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Paving The Way
Plan:
- Transitions: education/communications,
measures/rewards, values/culture/politics,
strategy/structure/systems
t t / t t / t
- Actions: roles, steps, milestones, metrics,
communications, reviews, resources
- Barriers, readiness, contingencies
, , g
- Align metrics
- Involve stakeholders
- Conduct pilot
- Monitor results
Implement:
- Do the plan & communicate progress
- Assess & make mid-course adjustments
- Monitor stakeholder involvement & commitment
- Fix problems, re-assess, use contingency
© 2008 ClearAction. All rights reserved. 5

Managing Resistance
Follow-up
p
to ensure steps
are followed
Focus/Support
the pe so
e person
& next steps
Explore
the underlying issue
causing the resistance
Recognize
the resistant behavior
© 2008 ClearAction. All rights reserved. 6

Stakeholder Support Map
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Stakeholder Involvement Plan
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Paving The Way
Review:
- Identify what led to success/failure
- Communicate to stakeholders
- Document vision/metrics/results
- Keep improving
- Keep managing
- Recognize & reward stakeholders
Leverage:
- Document process & results
- Capture lessons learned & best p
p practices
- Share with appropriate people/projects
- Share with all stakeholders
© 2008 ClearAction. All rights reserved. 9

Paving The Way
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Common Culprits of Failed Change
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Smarter Not Harder
Before You Make a Change Before You Make a Change
• Review what's worked before
what s • Evaluate Envision, Analyze
Evaluate, Envision
• Analyze what's failed before • Plan thoroughly
• Check how other companies • Involve stakeholders @ every step
have done something similar • Avoid temptation to cut corners
During Your Change
• Pro-actively manage stakeholders
• Leverage high-support high impact
high support high-impact
stakeholders to help you
• Be flexible, use back-up plans
© 2008 ClearAction. All rights reserved. 12

Your Game Plan for ______________________
• Evaluate
• Envision
• Analyze
• Plan
• Implement
• Review & Leverage
© 2008 ClearAction. All rights reserved. 13

If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step by Step
Step-by-Step
Guidelines
clearaction.biz/momentum
20% Discount Code: SlideShare
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reserved.

Customer Experience Resources
Podcasts clearaction.podomatic.com
Blog customerexperience.vox.com
blogtalkradio.com/customerexperience
Every Month
y
slideshare.net/clearaction
lid h t/ l ti
brighttalk.com/channels/2107/view
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© 2009 ClearAction. All rights reserved.

clearaction.biz/blog
l ti bi /bl
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www.ClearAction.biz
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Clearly see what’s needed to take immediate action
request advice at http://eepurl.com/blpE
d i h // l /bl E
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CEM Enabling • Clear the way for company-wide action
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eHandbooks • Rapid knowledge & dozens of techniques & tools
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Testimonials
• “ClearAction taught us things that wouldn’t readily cross our minds
and has increased our efficiency & accuracy in many areas
• We hi hl
W highly recommend Cl A ti as a b i
d ClearAction business consultant”
lt t”
• “ClearAction’s assistance was helpful
• We look forward to working together in future”
• “Lynn is a supe b s a eg s , d ag os c a , facilitator & team p aye
y s superb strategist, diagnostician, ac a o ea player
• She is the most knowledgeable professional I know
in intertwining voice of the customer and marketing operations”
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Clearly see what’s
needed to take immediate action
CEM Enabling • Clear the way
for organization-wide action
1-877-CEM-ROI-4 toll-free
1-408-687-9700 direct
Lynn.Hunsaker@ClearAction.biz
© 2009 ClearAction. All rights reserved.

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