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IPTel ‘Generic’  Business Change Management and site Engagement Process UC Reference Group 20 Nov. 08
What Change Management seeks to do <ul><li>Facilitate/accelerate project outcomes </li></ul><ul><li>Facilitate/accelerate ...
Starting point – define the changes  <ul><li>Compare old with new </li></ul><ul><ul><li>What changes, who it affects, how ...
Who and what they need <ul><li>P/EA’s, Executives, Telephone Inquiry points, Academics, Professional Staff – everyone! </l...
Change Process considerations  <ul><li>This is a generic approach - will vary to suit environments </li></ul><ul><li>Vette...
 
 
 
Change Management Risks <ul><li>Not much flexibility in the process </li></ul><ul><li>Insufficient support from local mana...
What the Project needs from sites <ul><li>FGM/Senior Manager </li></ul><ul><ul><li>Appoint site partners and hold them acc...
“ It’s just a phone – what could go wrong?” <ul><li>Telephone Inquiry points can't transfer calls fast enough - customers ...
Questions? Feedback? Thank you
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UC Ref Group Nov08 Part 1

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UC Ref Group Nov08 Part 1

  1. 1. IPTel ‘Generic’ Business Change Management and site Engagement Process UC Reference Group 20 Nov. 08
  2. 2. What Change Management seeks to do <ul><li>Facilitate/accelerate project outcomes </li></ul><ul><li>Facilitate/accelerate user uptake to achieve full benefit realisation </li></ul><ul><li>Encourage management involvement and support </li></ul><ul><li>Keep everyone informed </li></ul><ul><li>Build enthusiasm and positive expectation </li></ul><ul><li>Respond to ‘people issues’ and needs </li></ul><ul><li>Keep engagement sequenced and coordinated </li></ul><ul><li>Skill up users </li></ul><ul><li>Make it a positive experience for all </li></ul><ul><li>Soft skills applied to achieve hard, tangible outcomes </li></ul>
  3. 3. Starting point – define the changes <ul><li>Compare old with new </li></ul><ul><ul><li>What changes, who it affects, how </li></ul></ul><ul><li>Was copper/PABX, Now data/computer </li></ul><ul><ul><li>Extension mobility - Login anywhere, keep profile </li></ul></ul><ul><ul><li>Unified Messaging (voicemail in email - anywhere) </li></ul></ul><ul><ul><li>Easy conferencing, call transfers </li></ul></ul><ul><ul><li>Manage settings through the web </li></ul></ul><ul><ul><li>Enriched University Directory </li></ul></ul><ul><ul><li>Easy/immediate MACs </li></ul></ul><ul><ul><li>Lower running costs </li></ul></ul><ul><li>It’s not ‘just a new phone’ </li></ul>
  4. 4. Who and what they need <ul><li>P/EA’s, Executives, Telephone Inquiry points, Academics, Professional Staff – everyone! </li></ul><ul><li>They need to know: </li></ul><ul><ul><li>What’s coming and when </li></ul></ul><ul><ul><li>What will change, why and what’s better </li></ul></ul><ul><ul><li>How it will happen, how to learn and use </li></ul></ul><ul><ul><li>Why to pay attention and give it the time </li></ul></ul><ul><li>FGM/Senior Management </li></ul><ul><ul><li>How all this will be managed with least interruption to operations </li></ul></ul><ul><li>Facilities Mngrs, LITEs </li></ul><ul><ul><li>Changes to support provision </li></ul></ul><ul><ul><ul><li>Initial peak in support demands </li></ul></ul></ul>
  5. 5. Change Process considerations <ul><li>This is a generic approach - will vary to suit environments </li></ul><ul><li>Vetted/improved through the IPTel Working Group </li></ul><ul><li>Drawn from thinking through how the Uni will respond and how best to achieve acceptance </li></ul><ul><li>Will be tested through the Pilot phase </li></ul><ul><li>Requires key stakeholder commitment to translate into reliable local resourcing of project activity </li></ul>
  6. 9. Change Management Risks <ul><li>Not much flexibility in the process </li></ul><ul><li>Insufficient support from local management </li></ul><ul><li>Insufficient support from local site partners </li></ul><ul><li>Operating in multi-manager/dept. environments </li></ul><ul><ul><li>Dilution of authority/accountability </li></ul></ul><ul><li>Concurrent area/building rollouts </li></ul><ul><ul><li>Extra complexity = increased risk/slower progress </li></ul></ul><ul><li>Users too busy/disinterested - “ it’s just a phone… ” </li></ul>
  7. 10. What the Project needs from sites <ul><li>FGM/Senior Manager </li></ul><ul><ul><li>Appoint site partners and hold them accountable </li></ul></ul><ul><ul><li>Timely release of communications over their name </li></ul></ul><ul><ul><li>‘ Talk up’ the project with colleagues, staff </li></ul></ul><ul><ul><ul><li>Important, see the demo, lots of good features coming… </li></ul></ul></ul><ul><ul><li>Monitor and support Project as may be needed </li></ul></ul><ul><li>Site Partners </li></ul><ul><ul><li>Understand rollout process and their roles </li></ul></ul><ul><ul><li>Follow through with key tasks </li></ul></ul>
  8. 11. “ It’s just a phone – what could go wrong?” <ul><li>Telephone Inquiry points can't transfer calls fast enough - customers kept waiting </li></ul><ul><li>Voicemails accidentally deleted </li></ul><ul><li>Voicemail email attachments not recognised </li></ul><ul><li>PA unable to manage their boss’ extension </li></ul><ul><li>Staff never check their voicemail (“ what's that flashing light on my phone?”) </li></ul><ul><li>Don’t know how to answer a second call that’s just come in (Call Waiting) </li></ul><ul><li>What’s happened to my headset?? </li></ul><ul><li>People complain your phone rings out (you forgot to logout of that other phone – your calls now end up in meeting room #3) </li></ul><ul><li>Conferencing and other useful features never used </li></ul><ul><li>Overall dilution of benefits to the University </li></ul>
  9. 12. Questions? Feedback? Thank you

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