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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Change Management
Facilitate Customer-Focused Transformations

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What is Change Management?
Figuring Out People & Process Details Before Roll-outs

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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

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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
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6. Change Management Guides All Parties
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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
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8. Common Culprits of Failed Change
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If You Like These Concepts, Get the Book!
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>30 Tools &
Techniques
Step-by-Step
Guidelines

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5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
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If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
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