About Change Management

1. Change
Management
Pierpaolo Mangeruga
08-05-2018

2. Table of Content
Experience…
– πάντα ῥεῖ
– Definition of Change Management
– Different Types of Changes
– Pierpaolo’s experience
– Change must be…
… and literature
– The Beckhard‐Harris Change Model
– It’s not that people resist change; it’s
just they resist “being changed”
– Lewin’s change management model
– The Change Curve
– Change Models
– Tools for analysis: Leavitt’s Diamond
– Tools for analysis: SIPOC
– ADKAR

3. πάντα ῥεῖ
– Verb (used with object), changed, changing.
– To make the form, nature, content, future course, etc., of (something) different
from what it is or from what it would be if left alone: to change one's name; to
change one's opinion; to change the course of history.
– To transform or convert (usually followed by into): The witch changed the prince
into a toad.
– To substitute another or others for; exchange for something else, usually of the
same kind: She changed her shoes when she got home from the office.
– Peter, Tom and John at the boy scout’s reunion
“Panta rei”
(from ancient Greek)
means
Everything flows
or
Everything changes

4. Change Management
Change Management is a collective
term for all approaches to prepare and
support
– Individuals,
– Teams, and
– Organizations
in making organizational change
The most common change drivers
include:
– Technological evolution
– Process reviews
– Crisis
– Consumer habit changes
– Pressure from new business entrants
– Acquisitions, mergers, and
– Organizational restructuring

5. Different types of changes
– Changes during project execution → Project Management
– e.g.: requests for new programs or reports
– Changes for Business Process Re-Engineering → Program Management
– Start with as-is, explain the to-be, make sure everybody feels INCLUDED, follow-up
– Changes Mission and Vision → Leading Change

6. Examples from Pierpaolo’s
experience
1. Implementing purchasing orders in the ICT department
2. Implementing Software Release Process in ICT Brazil

7. Implementing purchasing orders
in the IT department
Before
– No Purchasing Request
– No Request for Quotation
– No Purchasing Order
– No formal receiving for goods and services
– Just a bunch of invoices arriving everyday to our
Deptartment
– Account Payable chasing after my Department
– Chaotic Invoice Matching
– Budget out of control
– Suppliers out of control
– No reporting
After
– Implemented Purchasing Request process
– Implemented Request For Quotation process
– Implemented Purchasing Order process
– Implemented formal receiving for both goods and
services
– Budget under control
– Automatic Invoice Matching
– Clear visibility for everybody
– Reporting
– No stress

8. Implementing Software Release
in Brazil
Before
– 90 incidents/month (incident = 10 minutes or
more without service for a group of 10 people)
– Complaints
– Stress
– Blamed by Group CIO and Quality Assurance
– No formal process for managing software
development requests
– No process for moving into production
– No control on IBM reporting
– A lot of generosity by IT people
After
– Simple, shared, transparent, and clear process to
be followed by everybdy, no exceptions allowed
– Involvement of all players, including Users
– Ticketing for new requests
– User test mandatory (or no migration to
production)
– User’s acceptance after migration to production or
roll-back no matter what
– Time limit: Thursday
– Discussion on Friday. Go/No-Go as shared decision
and upon formal documentation
– Escalation process
We went
From 90+ incidents
per month to 3-5
Incidents per month

9. Change must be…
Driven by
a clear
need
Explained
and no lies
are
allowed
Listen what
people will tell
you based
upon their
experience
People when
involved
understand it
is for better
Incremental
with quick
wins
Sustained
by the
top
Do not
confuse
good
advices with
resistance to
change
Moving from a centralized
engineering solution to a
peripheral one (world
wide):
1. Review the contract
with main provider
2. Hire local experts
3. Data synchronization
requires larger internet
band
4. Accept the risk of non-
synchronized data
5. Set-up a data
conversion project
(Wrong) answer: we have
no room for skeptical
people!

10. And now let us see the
literature

11. The Beckhard‐Harris Change
Model
– D = Dissatisfaction with current state
– V = Vision of preferred future
– F = Acceptable First Steps Roadmap to achieve the Vision
– R = Resistance to change
– Conditions necessary for change to occur
D x V x F > R
– Why does this formula multiplicate instead of adding?
http://pastatenaacp.org/wp-content/uploads/2017/03/Beckhard-Harris-Change-Model-DVF.pdf

12. It’s not that people resist change;
it’s just they resist “being changed”
– Believe they will lose something of value in the change (status, belongings,
competence)
– Lack trust in those promoting or driving the change
– Feel they have insufficient knowledge about the proposed change and its
implications
– Fear they will not be able to adapt to the change and will not have a place in the
organization
– Believe the change is not in the best interests of the organization
– Believe they have been provided insufficient time to understand and commit to the
change
http://pastatenaacp.org/wp-content/uploads/2017/03/Beckhard-Harris-Change-Model-DVF.pdf

13. Lewin’s change management
model
https://saylordotorg.github.io/text_principles-of-management-v1.1/s11-05-planning-and-executing-change-.html

14. The Change Curve
When here,
try to roll
back. They
will protest
in the
streets!
The Insights Group Ltd, 2014

15. Change Models
John Kotter's 8-Step Process
for Leading Change
– Create a Sense of Urgency
– Build a Guiding Coalition
– Form a Strategic Vision and Initiatives
– Enlist a Volunteer Army
– Enable Action by Removing Barriers
– Generate Short-Term Wins
– Sustain Acceleration
– Institute Change
Change Management
Foundation and Model
– Determine Need for Change
– Prepare & Plan for Change
– Implement the Change
– Sustain the Change

16. Tools for analysis: Leavitt’s
Diamond
Structure
People
Technology
Task
Minds Tools Ltd

17. Tools for analysis: SIPOC
Wikipedia

18. ADKAR
www.prosci.co

19. Q&A
– How did you like?
– Thank you for your attention