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The guide serves as a blueprint for change managers to successfully
implement and sustain change by systematically diagnosing, anticipating,
measuring and managing change programs in their work environment.
Change Management
Methodology
Step by step approach to managing change
initiatives and programs

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Introduction to Change Management
• Change is the only constant in the work environment
today.
• For change to be successful, it has to be managed. To
achieve this, it is essential that the human aspects of
change be addressed throughout the change process.
• The Change Management Methodology serves as a
blueprint for change managers to implement and sustain
change in their work environment.

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About the Change Management Methodology
• The Change Management Methodology builds on the
assumption that the change manager has already
obtained his/her bearings from the organization vision,
obtained commitment and support from senior
management, set his/her priorities, decided on what the
required changes are and what the desired outcomes
should be.
• The methodology is organized into four phases.

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Overview of the Change Management
Methodology
Evaluate
Effectiveness
Monitor
Progress
Plan &
Launch
Program
Analyze
Current
Situation

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The Four Key Phases of Change Management
Change Management Methodology
PHASE DESCRIPTION
Analyze Current
Situation
Identifies the reason for change and required changes; analyzes impact,
identifies gap and gathers feedback on proposed changes.
Plan & Launch
Program
Defines change strategy and infrastructure; articulates and defines the entire
change process to bridge the gap between “present state” and “desired
state”; builds understanding, support and commitment to change; train
toward the new practices, process and systems; launch pilot projects.
Monitor Progress
Monitors the change transition and transformation process; assesses and
measures change effectiveness on human behavior, practices, processes
and systems; addresses resistance to change; provides support and
reinforcement.
Evaluate
Effectiveness
Reviews results of change process with appropriate follow-up actions;
supports culture change; shares success stories and learning points; reward
and recognize successful change.

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A systematic approach to managing change ensures
greater buy-in and support for the change program
Change Management Methodology
Analyze Current
Situation
Plan &
Launch
Program
Monitor
Progress
Evaluate
Effectiveness
• Identify reason for
change
• Assess readiness for
change
• Assess impact of
change
• Identify gaps
• Gather feedback
• Define change
strategy
• Set up change
infrastructure
• Create awareness
and get buy-in
• Develop and
communicate plans
• Develop skills
• Launch pilot project
• Monitor change
process
• Overcome resistance
to change
• Assess behavioral
changes
• Measure effectiveness
• Provide support
• Review results
• Share success stories
• Provide follow up
support
• Reward and
recognize

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Phase 1:
Analyze Current
Situation

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Change Management Methodology
Evaluate
Effectiveness
Monitor
Progress
Plan &
Launch
Program
Analyze
Current
Situation
• Identify reason for
change
• Assess readiness for
change
• Assess impact of
change
• Identify gaps
• Gather feedback

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Objectives – Phase 1
1. To understand the reason for change and the desired
changes.
2. To analyze gaps and impact of change on
stakeholders.
3. To gather stakeholder’s feedback on proposed
changes.

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1.1 Identify Reason for Change
• Understand the changes affecting the organization and
the background to the changes
 Driving force behind the change
 Changes to be implemented (e.g. new IT system with major
changes to business processes)
 Expected value and benefits
 Appoint a key figure as a champion for change

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1.2 Assess Readiness for Change
• Assess the organization’s readiness for change to
surface hidden agenda and identify key resistance
issues
 Scale of change (e.g. organization-wide or department-specific or
for an individual only)
 Affected party’s past experience with change
 Identify key resistance issues

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1.3 Assess Impact of Change
• Assess impact of change on the organization/
department/individual
 Culture
 Organization structure
 Business process
 Job design
 Skills and knowledge
 Worker motivation
 Operating policies
 Human resource policies
 Technology interfaces
 Workload

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1.3 Assess Impact of Change
• Identify Stakeholders. Stakeholders include customers,
employees, shareholders/owners, suppliers/other
business partners.
• Analyze the stakeholders to:
 Determine their profile and their required skills
 Understand how the changes will affect them and what is in it for
them
 Anticipate their responses to the changes
 Identify influential groups and individuals
 Segment the stakeholders (e.g. by common needs, responses or
common goals)

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1.3 Assess Impact of Change
• Determine exactly how stakeholders will have to change
and what they will have to do to ensure success for the
planned changes.

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1.4 Identify Gaps
• Identify gaps for key stakeholders in the following areas:
 Knowledge (e.g. technical knowledge for process optimization)
 Skills
 Attitudes

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1.5 Gather Feedback
• Involve as many stakeholders as possible in the planned
changes.
• Gather feedback from stakeholders on their views about
the change if necessary. Feedback can be obtained
through various mechanisms such as focus groups,
surveys or interviews.

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Deliverables – Phase 1
• List of key resistance issues
• Impact analysis of stakeholders
• Stakeholder profile
• List of influential stakeholders/individuals
• Gap analysis
• Focus group discussion findings
• Interviews with stakeholders
• Survey results

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Phase 2:
Plan & Launch
Program

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Change Management Methodology
Evaluate
Effectiveness
Monitor
Progress
Plan &
Launch
Program
Analyze
Current
Situation
• Define change
strategy
• Set up change
infrastructure
• Create awareness
and get buy-in
• Develop and
communicate plans
• Develop skills
• Launch pilot project

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Objectives – Phase 2
1. To define change strategy and set up change
management infrastructure support.
2. To create awareness and communicate the change
process to gather understanding and support.
3. To equip people with the required knowledge and skills
to prepare for the change.

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2.1 Define Change Strategy
• Define change strategy and the change programs
required (e.g. how to create awareness, how to
communicate, what training programs, what pilot
projects to start with).
• Consolidate the change management plan.
• Identify the tangible and intangible results to be
achieved at the end of the change process.
• Assess the need to invest in additional resources (e.g.
more people) to support the change program.

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2.2 Set Up Change Infrastructure
• Establish an organization infrastructure (see Annex A)
and a physical infrastructure for the implementation of
change. Physical infrastructure may include additional
PCs, telephone lines, workstations, etc.
• For changes affecting an organization, setting up a
change management team is necessary. A change
management team is a cross-functional team
comprising:
 A core team made up of a steering committee (e.g. senior executives)
 A working team (e.g. functional managers)
 A team of change agents, i.e. change champions from each operations
unit affected by the change; The change agents also act as link-pins
between the operations units and the core team

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2.2 Set Up Change Infrastructure
• For changes affecting only a department or section, the
model in Annex A should be scaled down as
appropriate.
• The roles and responsibilities of the change
management team are described in Annex A.

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2.3 Create Awareness and Get Buy-In
• Increase the awareness on the need and benefits of
change among affected groups or individuals. Various
methods to create awareness are:
 Emails
 Memorandums
 Notice boards
 Intranet
 Meetings
 Conferences
 Newsletters
 Videos
 Reading materials
 Special events, e.g. Quality day; supplier’s day

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2.3 Create Awareness and Get Buy-In
• Ensure that stakeholders understand the need and
benefits of the desired changes and get their buy-in or
commitment.

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2.4 Develop and Communicate Plans
• Identify the key stakeholders, their stake in the change
and anticipate the possible reactions to the changes and
the questions they will ask during different stages of
implementation.
• Stakeholders include customers, senior management,
middle management, employees, supporting
departments, suppliers and the community in which the
organization resides.

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