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Change Management Tips
Leslie Ottavi
High Tech Finance
Case Study
High Tech Change Management Case Study
Managed Service
First-in-Class CM Solution
Consistent, Scalable and Comprehensive
P...
High Tech Change Management Journey
Evolve the Change
Management Services
Foundation
• Cost Effective
• Early Engagement
•...
Driving Valued Social Knowledge
Planning and Performance Management Transformation
5
Top 1% of 28k Groups
Change Managemen...
High Tech Support
Case Study
The Scope: Technical Assistance Center (TAC)
7
3,000 TAC Engineers
20 Facilities Worldwide
1.7 Million Cases Annually
15,0...
The Journey
8
Social
Knowledge
Engine
Peer to
Peer
Knowledge
Workflow
Integrated
Social
Knowledge
Business and Industry Results
• Forrester Groundswell Awards
• Lithium’s Lithy Awards
• Best in Biz International Gold Awa...
Key Tips
Gather the Right Team at the Right Time
Decide Who and If It is the Right Team
Creating a Game-Changing
Team Needs Many Ro...
Find Value-Add Use Cases (WIIFM)
Increase Engagement Through:
• Social Project Management
• Knowledge Bases
• Email Teaser...
Leverage “Digital” for Change Management
Social Tool Enablement
Digital Dashboards
Multi-Channel Messaging
Shared Purpose ...
Remember, It’s a Journey!
Thank You
Leslie Ottavi
iTalent Corporation
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Organizational Change Management Tips for Our Digital World

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Presented at KM World 2016. Walk through two High Tech case studies to learn about their journeys. Summary of key change managements.

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Organizational Change Management Tips for Our Digital World

  1. 1. Change Management Tips Leslie Ottavi
  2. 2. High Tech Finance Case Study
  3. 3. High Tech Change Management Case Study Managed Service First-in-Class CM Solution Consistent, Scalable and Comprehensive Processes and Collaborative Tools Project Benefits $20m+ in One Quarter with 100% Adoption Scalability Increase 40% Quality Improvement 4% First-in-Class Solution The Finance Transformation Office needed a reliable way to prepare the business for the changes that over 20 projects per quarter were driving with the ability to scale when needed and to have flexible service delivery. Reporting √ Corporate Controllers √ Corporate Finance √ Procurement Services √ Tax & Customs √ Business Intelligence Services √ Sales & Services Finance √ Capital √ Enabled Service Delivery Scalability of Up to 40% with Minimal to No Resource Increase Delivered 4% Quality Improvement. Over $20 Million in Project Benefits in One Qtr. Eight 8 Finance and x-Functional Organizations Met Goal of 100% Adoption People Process Data Technology
  4. 4. High Tech Change Management Journey Evolve the Change Management Services Foundation • Cost Effective • Early Engagement • Consistent Delivery • Reliable and Flexible Coverage • High Customer Satisfaction • Raises Organizational CM Maturity Insights & Integrated Visibility to Finance Transformation • Cost Optimized • Integrated Business Insights: Communications Visibility, Change Saturation, Training Load • Adapt to Evolving Solution Delivery Models • Collaborative Information Sharing • CM Maturity Acceleration Finance Transformation Change Model • Establish framework for FTO based upon Kotter's 8 steps (modified). Determine Change Needs with the Change Magnitude Assessment Tool • Ability to assess the types and level of change to the business • Guides change management services needed • Determines resource needs
  5. 5. Driving Valued Social Knowledge Planning and Performance Management Transformation 5 Top 1% of 28k Groups Change Management Key Training and Finance Knowledge Base Content Driving Leaderboard 34 Members, Views Driven by Outside Stakeholder Knowledge Value Teams are using Social Project Management for Major Projects and Release Management
  6. 6. High Tech Support Case Study
  7. 7. The Scope: Technical Assistance Center (TAC) 7 3,000 TAC Engineers 20 Facilities Worldwide 1.7 Million Cases Annually 15,000 +35,000 TAC Engineers Engineering, Advanced Services, Partners “Company”.com (Self-Publish), Deep Email Integration, Salesforce.com, CDI Program
  8. 8. The Journey 8 Social Knowledge Engine Peer to Peer Knowledge Workflow Integrated Social Knowledge
  9. 9. Business and Industry Results • Forrester Groundswell Awards • Lithium’s Lithy Awards • Best in Biz International Gold Award • Stevie American Business Awards • TSIA Star Award • $54 Million in Opex Savings Annually • 20% Employee Engagement & Recognition • 4% Customer Satisfaction Business Results Industry Awards iTalent Developed & Operationalized this Innovative Solution for the Worldwide Support Organization
  10. 10. Key Tips
  11. 11. Gather the Right Team at the Right Time Decide Who and If It is the Right Team Creating a Game-Changing Team Needs Many Roles Powered by Assess Individuals Natural Inclinations across the Index
  12. 12. Find Value-Add Use Cases (WIIFM) Increase Engagement Through: • Social Project Management • Knowledge Bases • Email Teaser to Collaboration Platform • Content Related Groups for Role (SE, etc.) • Joint Collaboration Group Development (Market Research, etc.) • Intranet - Content Teaser, Collaborate Link, Search Recommended Links • Increasing Awareness and Use of OOB Integrations • Popular Tools –Box, Smartsheet, Tableau • Language Translation • Sales/CPS – Quote to Order • Marketing - Campaign to Lead • Service/Support – Knowledge Base, Escalation to Resolution • Education/Training – Mentoring, Collaboration • Product Innovation – Ideation, Design • Supply Chain – Collaborative Forecasting • Ops Planning • HCM – New Hire Training, Mentoring, New Hire Support • X-Organization - Auditing Best Practices Focused Use Broad Integration Process Transformation
  13. 13. Leverage “Digital” for Change Management Social Tool Enablement Digital Dashboards Multi-Channel Messaging Shared Purpose / Community Demonstrate & Promote Progress Automate, Integrate Think “Fresh” Share Knowledge Visibility
  14. 14. Remember, It’s a Journey! Thank You Leslie Ottavi iTalent Corporation

Presented at KM World 2016. Walk through two High Tech case studies to learn about their journeys. Summary of key change managements.

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