Sloan Change+Management+Presentation

Implementing technology Change Management Presentation

Agenda Background – Importance of Change Management Sample Case Studies Issues/Obstacles facing software projects The Pillars of Change Change Management Framework Your Role as a Change Champion Conclusions

Where does this workshop fit within a project? Integrated Programme and Project Management Technology Foundation Execution Organisation & Change Management Define Organisation Analyse Process Define Process Define Systems Plan Service and Change (As Is) (To Be) Requirements Transition For each service Requirements Develop process Provide User Design Develop and systems and Technology Deploy systems Applications Applications Documentation Training Provide Measure Refine Post-Implementation Success Strategy and Vision Support

Background/Importance of Change Management So what is change management about? • Who are the people affected by the change? • How does the change affect them? • Can the change be enforced on them and is this approach likely to succeed? • What benefits will the change for people involved? • What benefits do we expect from this change and how can we manage these expectations?

1. Value Proposition (for all stakeholders) is critical. 2. Marketing of the service is critically important. 3. Success needs to be driven by a customer or client-centric approach. 4. Avoid “channel conflicts” by developing a comprehensive strategy to integrate across channels (avoid confusion) 5. Building “community” loyalty needs to be addressed -- portal strategy issue. 6. Senior management champions and enterprise-wide participation are necessary.

7. Integration with back end legacy applications must be well-managed with appropriate resources. 8. Involvement of the end user or customer in the process of developing the e-Service significantly enhances the chances of success. 9. Early focus on infrastructure translates to huge business advantage later. New types of infrastructure services will provide cost and efficiency advantages. 10.Sensitivities around advertising for government portal strategies will need to be addressed.

The Pillars of Change q Build teams. q Manage stakeholders. q Manage communications. q Transfer skills.

Acceptance of Change - Change Path – Stages of Change

Change Pillars Implementation Staircase Improvement § Provide post implementation support Transition § Measure success § Refine e-government strategy and vision § Develop application § Provide user and Definition technology training § Deploy system § Define process (TO BE) § Define organisation Initiation and change requirements § Define system § Analyse requirements process (AS IS) § Plan service transition § Design application § Develop process and system documentation

Change Pillars Implementation Staircase Stakeholders Improvement q Conduct improvement stakeholder workshops/meetings “get feed back” Transition q Conduct transition stakeholder workshops/meetings “involve” Definition q Conduct definition stakeholder workshops/meetings “explain and provide Initiation details - get commitment” q Define change agents and q Identify stakeholders assign roles. groups and issues q Conduct initiation stakeholder workshops/meetings “inform”

Change Pillars Implementation Staircase Manage Communication Improvement q Need to develop overall programme level actions q Execute communication Plan for specific service Transition “Celebrate Success and communicate achievement” q Need to develop overall programme level actions q Execute communication Plan for specific service Definition “Maintain enthusiasm” q Need to develop overall programme level actions q Execute communication Plan Initiation for specific service ”Communicate Value and Road Map” q Define overall communication plan (build project level staircase) q Define service communication plan (build service specific staircase). q Execute initiation stage communication”Generate Interest”

Change Pillars Implementation Staircase Transfer Skill Improvement q Execute technology infrastructure training plan Transition q Execute technology infrastructure training plan q Execute transition stage Definition training plan “Nominate and develop key service q Execute technology experts” infrastructure training plan Initiation q Execute definition stage training plan “Build advanced/sophisticate d Capabilities” q Identify technology foundation skill gaps. q Develop technology foundation training plan q Identify service skill gap q Develop Training plan and Execute initiation phase training “Build Basic/Core Skills/capabilities”

Change Pillars Implementation Staircase Building Teams Improvement q Engage teams in project review exercise Transition q Monitor team dynamics q Establish future implementation team member roles Definition q Establish the Implementation Teams q Conduct implementation team Initiation introductory workshop q Monitor team dynamics q Establish the Steering Committee q Establish the Change Sponsor q Establish the Change Champions q Establish the Core Change Team q Establish the project reporting structure q Communicate the team framework

Change Pillars Implementation Staircase Change Pillars Change Pillars Implementation Staircase Implementation Staircase Improvement q Engage teams in project review exercise q Conduct stakeholder Transition workshops/meetings “get feed back” q Need to develop overall programme q Monitor team dynamics q Establish future implementation team level actions q Execute communication Plan for member roles Definition q Conduct stakeholder specific service “Celebrate Success and communicate achievement” workshops/meetings “involve” q Execute technology infrastructure q Need to develop overall programme q Establish the Implementation Teams training plan q Conduct implementation team level actions q Execute communication Plan for introductory workshop Initiation q Monitor team dynamics specific service “Maintain q Conduct stakeholder enthusiasm” q Execute technology infrastructure q workshops/meetings “explain and Establish the Steering Committee training plan q provide details - get commitment” Establish the Change Sponsor q Execute training “Nominate and q Define change agents and assign roles. q Establish the Change Champions q Need to develop overall programme develop key service experts” q Establish the Core Change Team q level actions Establish the project reporting q Execute communication Plan for specific structure q service”Communicate Value and Communicate the team framework q Road Map” Identify stakeholders groups and q Execute technology infrastructure issues Change Pillar Legend q training plan (Gopal) Conduct stakeholder q Execute training “Build workshops/meetings “inform” qBuild Teams q advanced/sophisticated Capabilities” Define overall communication plan (build project level staircase) qManage Stakeholders q Define service communication plan (build service specific staircase). qManage Communication q Execute communication”Generate Interest” qTransfer Skills q Identify technology foundation skill gaps. q Develop technology foundation training plan q Identify service skill gap q Develop Training plan and Execute training “Build Basic/Core Skills/capabilities”

Sample Organization Chart Steering Committee Project Manager Change Manager Change Champion Core Change Team Service Team Leader Service Champion Support Staff Support Staff Implementation Team(s)

Service Champion Role Service There will be a Service Champion for each service change. The Champion responsibility of the Service Champion will be to monitor and implement the four change pillars. In other words the Service Champion will be responsible for planning and implementing change management activities, and later transferring change planning and implementation skills to other members of the business area. For example, a Service Champion for the initial services to be launched will transfer knowledge to his staff and to other Service Champions of later services. The Service Champion will also be responsible for allocating and monitoring resources selected to participate in the delivery of the services.

Core Change Team Role Core Change Team The Core Change Team will support the Service Champion in the implementation of the change management activities stemming from the four change pillars. This involves support in preparing for change meetings or workshops, playing the role of facilitator in meetings/workshops and the such. In addition the Core Change Team will be responsible for facilitating cross-functional, multi-disciplinary teams in performing tasks and activities.

How do you secure Commitment to change? Revise performance measures Build change agents Adopt a stakeholder Recognise those quot;getting out the daily wash Implement early wins Use training as a reward

Some ideas for communication media include: q Hotlines q Videos or music videos q Banners Project Plans q Discussion databases q Process walk-thorough or q Management round tables role plays q Informal lunch sessions q electronic Mail q Team meetings q Teleconferencing q Business newsletter q Phone-mail with daily q weekly team newsletter updates Messages in paycheck envelopes q Personal correspondence to team members

Communication Planning Aspects Ø Audience Ø Messages Ø Media Ø Schedule Ø Frequency Ø Responsibility Ø Feedback Mechanisms Ø Performance measures and targets

Sloan Change+Management+Presentation

by davidblack69 on May 14, 2009

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