Change management overview for software implementation

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Do you ever find that your client is not getting the most out of your software? You know they are not using all the features in a way that will optimize ROI and you may even be getting some push back from the client executive sponsors. Proper change management before, during and after a new software implementation can make all the difference in user adoption and ROI for your client.

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Change management overview for software implementation

  1. 1. www.advenaartemis.com CHANGE MANAGEMENT OVERVIEW Software Implementations www.advenaartemis.com Presented by: MISTY KHAN (Advena Artemis LLC) Friday, May 20th, 2016
  2. 2. www.advenaartemis.com • Why is Change Management needed? • Main components of Change Management • Stakeholder Analysis • Communication Plan • Training Plan • Evaluating Success CHANGE MANAGEMENT OVERVIEW TOPICS
  3. 3. www.advenaartemis.com Why do IT projects fail? WHY IS CM NEEDED? “On average, large IT projects run 45% over budget and 7% over time, while delivering 56% less value than predicted” … Project Management Institute  Poor requirements definition  Inadequate business processes  Poor communication  Success not defined  Improper expectations  Poor internal marketing  Inadequate training  People hate change !
  4. 4. www.advenaartemis.com Perception is not always reality… Components of CM Stakeholders Analysis
  5. 5. www.advenaartemis.com - Stakeholder analysis report and metrics - Project messaging/branding intelligence and communication plan draft - Change impact assessment and risk mitigation plan drafts - Identify representative stakeholders to participate in interviews - Send introduction email to stakeholders - Schedule and conduct stakeholder interviews* - Amalgamate and analyze data from interviews *About the stakeholder interviews: Format: One on one, informal and confidential to encourage candid feedback Content: 15 pre-set questions, most consistent, some vary depending on job function Roster: A representative sample of stakeholders across organization and job levels Duration: 20 – 45 minutes depending on interviewee - Create good will and create sense of project ownership - Uncover project risks and potential mitigation strategy - Discover effective/ineffective messaging and communication preferences - Define success using SMART philosophy Stakeholders Analysis WHY? HOW? WHAT? Components of CM
  6. 6. www.advenaartemis.com Organization Key Influencer Impact Favorability* Risks Mitigation Identify stakeholder groups Identify key influencers & rank Populate level of impact caused by change on group Classify support level for the change within groups Identify risks to change success for each group Brainstorm mitigation strategies for risks Finance & Accounting John Doe High Supportive Tax season Postpone start Operations Jane Doe High Neutral Inventory system mismatch Customization Sales & Marketing Dave Smith Moderate Unsupportive Client loss AR training/ campaign HR Sara Smith Low Neutral No Substantial risks N/A Legal Pat Johnson Low Neutral No Substantial risks N/A Stakeholders Analysis / Risk Matrix Components of CM
  7. 7. www.advenaartemis.com Communication Plan • Fear stakeholders will not embrace • Leads to information void … filled with misinformation UNDER COMMUNICATION • Scare off stakeholders with negative imagery …that never comes to pass • Over promise …leading to disappointment at under delivery Components of CM OVER COMMUNICATION
  8. 8. www.advenaartemis.com Components of CM Communication Plan Media Frequency Format How will we communicate? www.advenaartemis.com Weekly project Team meeting Quarterly Stakeholder Briefing Bi-weekly Huddle Call Weekly Blog Status Report Bi-weekly Email Status Report Real Time Intranet Project Page Daily Team Huddle Real Time SharePoint Project Page
  9. 9. www.advenaartemis.com Communication Plan • Engenders positive sentiment • Fosters team work / comradery • Identifies project communication PROJECT BRANDING • Formulated from stakeholder interviews • Determines how project will be received PROJECT MESSAGING Components of CM
  10. 10. www.advenaartemis.com Training Plan Inadequate training is frequently sited as one of the main reasons for unsuccessful transition… CHALLENGES TO SUCCESS: • Don’t think we need it • Not properly scoped • Comes near end of project • Project fatigue • Budget pressure Components of CM
  11. 11. www.advenaartemis.com Training Plan EXECUTIVE TRAINING • Develop and publish training schedule • Register users for training • Reserve rooms, amenities • Conduct training • Assess training success • Refresher training as needed DETERMINE TRAINING NEEDS • As is/To be process mapping & gap analysis • Develop training needs list based on gaps • Assess remedial training needs • Determine who will conduct and receive training DEVELOP TRAINING • Develop training curriculum • Train the Trainer • Develop certification criteria and assessments • Communicate training plan to responsible management Components of CM
  12. 12. www.advenaartemis.com What does success look like? Define success before contract! Determine metrics to measure success Develop Communication Medium Post transition survey, Lessons Learned, Punch ListThink SMART Meaningful to all SHs Visible & easily interpreted Evaluating Success
  13. 13. www.advenaartemis.com Questions
  14. 14. www.advenaartemis.com Advena Artemis LLC info@advenaartemis.com http://mistykhan.com 346.704.0035 Contact Us

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