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Change Management for Strategy Execution & Sustainable Results

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ClearAction
ClearAction

Change management involves 7 key steps: evaluate, envision, analyze, plan, implement, review, and leverage. It is a process used to guide all parties through transformations by carefully planning changes to prevent issues and help people evolve to new roles. Significant up-front preparation is required to understand how people vary in abilities and attitudes, as well as hidden processes. This helps simplify shifts to new habits and sequences changes appropriately. Failure to engage in proper change management can lead projects to fail.

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www.ClearActionCX.com Change Management Facilitate Customer-Focused Transformations
© Copyright ClearAction LLC. All rights reserved. What is Change Management? Figuring Out People & Process Details Before Roll-outs
© Copyright ClearAction LLC. All rights reserved. 7 Outcome Management Steps 1) Evaluate 2) Envision 3) Analyze 4) Plan 5) Implement 6) Review 7) Leverage Who’s impacted & what do they need for this DOTHESESTEPSBEFORETHEPILOT Involve everyone impacted in a shared vision Plan-out pace, readiness, barriers, back-ups Talks, helps, training, politics, rewards, milestones Do the plan, make mid-course adjustments What led to good/bad parts, keep improving Capture learnings to apply now and in future
© Copyright ClearAction LLC. All rights reserved. Example of a Change Management Template Plan ways to help groups evolve to their needed roles Group A Group B Dept X Dept Y Note: there are many templates and tools used in change management; this is a sample
Why Change Management Is Needed A. Different Needs: people vary in abilities and attitudes B. Hidden Processes/Policies: informal ways we do things C. Careful planning to prevent issues way before starting • Zero-in on habits that will be hard to shift • Simplify the shift to new habits • Sequencing for each piece • Tackle process adjustments • Help for supervisors • Back-up plans © Copyright ClearAction LLC. All rights reserved.
Change Management Guides All Parties © Copyright ClearAction LLC. All rights reserved. Change Management Path to ROI ITIntegrator NewTechnology ITDepartment TechnicalTraining CallCenterOps Agents Supervisors Management Supervisors & Agents Successfully Use New Technology Customers Benefit from Better Equipped Agents Sequencingofpieces Processes,policies Coachingmaterials,advice Simplicity,casestudies Communication,habits Metrics,reviews,etc. Softwarecustomization Vendor&projectmgt
Significant Up-Front Preparation © Copyright ClearAction LLC. All rights reserved.
Common Culprits of Failed Change © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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Change Management for Strategy Execution & Sustainable Results

  • 2. © Copyright ClearAction LLC. All rights reserved. What is Change Management? Figuring Out People & Process Details Before Roll-outs
  • 3. © Copyright ClearAction LLC. All rights reserved. 7 Outcome Management Steps 1) Evaluate 2) Envision 3) Analyze 4) Plan 5) Implement 6) Review 7) Leverage Who’s impacted & what do they need for this DOTHESESTEPSBEFORETHEPILOT Involve everyone impacted in a shared vision Plan-out pace, readiness, barriers, back-ups Talks, helps, training, politics, rewards, milestones Do the plan, make mid-course adjustments What led to good/bad parts, keep improving Capture learnings to apply now and in future
  • 4. © Copyright ClearAction LLC. All rights reserved. Example of a Change Management Template Plan ways to help groups evolve to their needed roles Group A Group B Dept X Dept Y Note: there are many templates and tools used in change management; this is a sample
  • 5. Why Change Management Is Needed A. Different Needs: people vary in abilities and attitudes B. Hidden Processes/Policies: informal ways we do things C. Careful planning to prevent issues way before starting • Zero-in on habits that will be hard to shift • Simplify the shift to new habits • Sequencing for each piece • Tackle process adjustments • Help for supervisors • Back-up plans © Copyright ClearAction LLC. All rights reserved.
  • 6. Change Management Guides All Parties © Copyright ClearAction LLC. All rights reserved. Change Management Path to ROI ITIntegrator NewTechnology ITDepartment TechnicalTraining CallCenterOps Agents Supervisors Management Supervisors & Agents Successfully Use New Technology Customers Benefit from Better Equipped Agents Sequencingofpieces Processes,policies Coachingmaterials,advice Simplicity,casestudies Communication,habits Metrics,reviews,etc. Softwarecustomization Vendor&projectmgt
  • 7. Significant Up-Front Preparation © Copyright ClearAction LLC. All rights reserved.
  • 8. Common Culprits of Failed Change © Copyright ClearAction LLC. All rights reserved.
  • 9. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  • 10. ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
  • 11. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  • 12. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  • 13. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  • 14. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization