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Change Management for Strategy Execution & Sustainable Results
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Change Management for Strategy Execution & Sustainable Results

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How to implement new processes, technologies, and strategies with maximum engagement and minimal resistance. Applications to customer experience management, marketing operations, and any business …

How to implement new processes, technologies, and strategies with maximum engagement and minimal resistance. Applications to customer experience management, marketing operations, and any business challenge.

See http://ClearActionCX.com

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  • 1. www.ClearActionCX.com Change Management Facilitate Customer-Focused Transformations
  • 2. © Copyright 2014 ClearAction LLC. All rights reserved. What is Change Management? Figuring Out People & Process Details Before Roll-outs
  • 3. © Copyright 2014 ClearAction LLC. All rights reserved. 7 Change Management Steps 1) Evaluate 2) Envision 3) Analyze 4) Plan 5) Implement 6) Review 7) Leverage Who’s impacted & what do they need for this DOTHESESTEPSBEFORETHEPILOT Involve everyone impacted in a shared vision Plan-out pace, readiness, barriers, back-ups Talks, helps, training, politics, rewards, milestones Do the plan, make mid-course adjustments What led to good/bad parts, keep improving Capture learnings to apply now and in future
  • 4. © Copyright 2014 ClearAction LLC. All rights reserved. Example of a Change Management Template Plan ways to help groups evolve to their needed roles Group A Group B Dept X Dept Y Note: there are many templates and tools used in change management; this is a sample
  • 5. © Copyright 2014 ClearAction LLC. All rights reserved. Example of a Change Management Template Find ways for high-impact supporters to help others Note: there are many templates and tools used in change management; this is a sample Group A Group BDept X Dept Y
  • 6. Why Change Management Is Needed A. Different Needs: people vary in abilities and attitudes B. Hidden Processes/Policies: informal ways we do things C. Careful planning to prevent issues way before starting • Zero-in on habits that will be hard to shift • Simplify the shift to new habits • Sequencing for each piece • Tackle process adjustments • Help for supervisors • Back-up plans © Copyright 2014 ClearAction LLC. All rights reserved.
  • 7. © Copyright 2014 ClearAction LLC. All rights reserved. Example of a Change Management Template Plan ways to manage perceptions of costs & benefits Note: there are many templates and tools used in change management; this is a sample Action Steps to Involve in Shared Vision How to Enhance Perceived Benefits of the Change How to Reduce Perceived Costs of the Change Contribution Required Change Role Stakeholder S = Stakeholder F = Facilitator Sp = Sponsor M = Make it happen H = Help it happen A = Allow it to happen Agents Supervisors Management IT Integrator S F Sp F M H A H
  • 8. Change Management Guides All Parties © Copyright 2014 ClearAction LLC. All rights reserved. Change Management Path to ROI ITIntegrator NewTechnology ITDepartment TechnicalTraining CallCenterOps Agents Supervisors Management Everyone Successfully Uses New Technology Customers Benefit from Better Equipped Employees Sequencingofpieces Processes,policies Coachingmaterials,advice Simplicity,casestudies Communication,habits Metrics,reviews,etc. Softwarecustomization Vendor&projectmgt
  • 9. Significant Up-Front Preparation © Copyright ClearAction LLC. All rights reserved. Up-front: begin as early as possible!!
  • 10. Paving The Way Evaluate: - Ask “why” 5 times - Calculate cost / benefit - Identify stakeholders' needs 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 © Copyright ClearAction LLC. All rights reserved.
  • 11. Plan & Implement Plan: - Transitions: education/communications, measures/rewards, values/culture/politics, strategy/structure/systems - Actions: roles, steps, milestones, metrics, communications, reviews, resources - Barriers, readiness, contingencies - 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 © Copyright ClearAction LLC. All rights reserved.
  • 12. Learn from Experiences 12 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 practices - Share with appropriate people/projects - Share with all stakeholders © Copyright ClearAction LLC. All rights reserved.
  • 13. Common Culprits of Failed Change © Copyright ClearAction LLC. All rights reserved.
  • 14. Smarter Not Harder Before You Make a Change • Review what's worked before • Analyze what's failed before • Check how other companies have done something similar Before You Make a Change • Evaluate, Envision, Analyze • Plan thoroughly • Involve stakeholders @ every step • Avoid temptation to cut corners During Your Change • Pro-actively manage stakeholders • Leverage high-support high-impact stakeholders to help you • Be flexible, use back-up plans © Copyright ClearAction LLC. All rights reserved.
  • 15. Your Game Plan for ______________________ 15 • Evaluate • Envision • Analyze • Plan • Implement • Review & Leverage © Copyright ClearAction LLC. All rights reserved.
  • 16. Do you like these concepts? Let us help you master them to increase your company’s growth! Contact us today: OptimizeCX@ClearActionCX.com tel +1 408 687 9700
  • 17. ClearAction clients praise our insights on actionability & engagement “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” “The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed.” “ClearAction is very dependable and detail-oriented, and has an extremely high sense of integrity. There's no question ClearAction will do what's needed to ensure the work is done correctly and the client's best needs are taken into account.” © Copyright ClearAction LLC. All rights reserved. Page 17
  • 18. Consulting Roles We have provided ClearWisdom™ to dozens of companies Partial List© Copyright ClearAction LLC. All rights reserved. Page 18
  • 19. Customer Experience Optimization Talk Show Hear interviews with companies such as: Adobe, Aon, CenturyLink, Cisco, Citrix, Coca Cola Enterprises, Dell, EMC, GE, HP, ICW, Intuit, Kimpton, NCR, Philips, Safelite, Sungard, SunTrust, Symantec, TELUS, tw telecom, Virgin Mobile, Wells Fargo http://ClearActionCX.com/cx-podcasts e-books available at ClearActionCX.com/cx-books or Amazon Kindle: Metrics You Can Manage For Success Customer Experience Improvement Momentum Innovating Superior Customer Experience white paper available at ClearActionCX.com/cx-articles Employee Engagement in Superior Customer Experience: 4 Overlooked Key Competencies for Sustainable Results Resources about customer experience optimization See more at http://ClearActionCX.com/best-practices © Copyright ClearAction LLC. All rights reserved. Page 19
  • 20. © Copyright ClearAction LLC. All rights reserved. Page 20
  • 21. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700