Presented at KM World 2016. Walk through two High Tech case studies to learn about their journeys. Summary of key change managements.

1. Change Management Tips
Leslie Ottavi

2. High Tech Finance
Case Study

3. High Tech Change Management Case Study
Managed Service
First-in-Class CM Solution
Consistent, Scalable and Comprehensive
Processes and Collaborative Tools
Project Benefits $20m+ in
One Quarter with 100%
Adoption
Scalability Increase 40%
Quality Improvement 4%
First-in-Class Solution
The Finance Transformation Office needed a reliable way to prepare the business for
the changes that over 20 projects per quarter were driving with the ability to scale when
needed and to have flexible service delivery.
Reporting √
Corporate Controllers √
Corporate Finance √
Procurement Services √
Tax & Customs √
Business Intelligence Services √
Sales & Services Finance √
Capital √
Enabled Service Delivery Scalability of Up to
40% with Minimal to No Resource Increase
Delivered 4% Quality Improvement.
Over $20 Million in Project Benefits in One Qtr.
Eight 8 Finance and x-Functional Organizations
Met Goal of 100% Adoption
People
Process
Data
Technology

4. High Tech Change Management Journey
Evolve the Change
Management Services
Foundation
• Cost Effective
• Early Engagement
• Consistent Delivery
• Reliable and Flexible Coverage
• High Customer Satisfaction
• Raises Organizational CM Maturity
Insights & Integrated Visibility
to Finance Transformation
• Cost Optimized
• Integrated Business Insights:
Communications Visibility, Change
Saturation, Training Load
• Adapt to Evolving Solution Delivery
Models
• Collaborative Information Sharing
• CM Maturity Acceleration
Finance Transformation
Change Model
• Establish framework for FTO based
upon Kotter's 8 steps (modified).
Determine Change Needs with
the Change Magnitude
Assessment Tool
• Ability to assess the types and level of
change to the business
• Guides change management services
needed
• Determines resource needs

5. Driving Valued Social Knowledge
Planning and Performance Management Transformation
5
Top 1% of 28k Groups
Change Management Key
Training and Finance Knowledge Base
Content Driving Leaderboard
34 Members, Views Driven by Outside
Stakeholder Knowledge Value
Teams are using Social Project Management
for Major Projects and Release Management

6. High Tech Support
Case Study

7. The Scope: Technical Assistance Center (TAC)
7
3,000 TAC Engineers
20 Facilities Worldwide
1.7 Million Cases Annually
15,000 +35,000 TAC Engineers
Engineering, Advanced Services, Partners
“Company”.com (Self-Publish), Deep Email
Integration, Salesforce.com, CDI Program

8. The Journey
8
Social
Knowledge
Engine
Peer to
Peer
Knowledge
Workflow
Integrated
Social
Knowledge

9. Business and Industry Results
• Forrester Groundswell Awards
• Lithium’s Lithy Awards
• Best in Biz International Gold Award
• Stevie American Business Awards
• TSIA Star Award
• $54 Million in Opex Savings Annually
• 20% Employee Engagement & Recognition
• 4% Customer Satisfaction
Business Results Industry Awards
iTalent Developed & Operationalized this Innovative Solution for the
Worldwide Support Organization

10. Key Tips

11. Gather the Right Team at the Right Time
Decide Who and If It is the Right Team
Creating a Game-Changing
Team Needs Many Roles
Powered by
Assess Individuals Natural Inclinations
across the Index

12. Find Value-Add Use Cases (WIIFM)
Increase Engagement Through:
• Social Project Management
• Knowledge Bases
• Email Teaser to Collaboration Platform
• Content Related Groups for Role (SE, etc.)
• Joint Collaboration Group Development
(Market Research, etc.)
• Intranet - Content Teaser, Collaborate
Link, Search Recommended Links
• Increasing Awareness and Use of OOB
Integrations
• Popular Tools –Box, Smartsheet, Tableau
• Language Translation
• Sales/CPS – Quote to Order
• Marketing - Campaign to Lead
• Service/Support – Knowledge Base, Escalation
to Resolution
• Education/Training – Mentoring,
Collaboration
• Product Innovation – Ideation, Design
• Supply Chain – Collaborative Forecasting
• Ops Planning
• HCM – New Hire Training, Mentoring, New
Hire Support
• X-Organization - Auditing Best Practices
Focused Use Broad Integration Process Transformation

13. Leverage “Digital” for Change Management
Social Tool Enablement
Digital Dashboards
Multi-Channel Messaging
Shared Purpose / Community
Demonstrate & Promote Progress
Automate, Integrate
Think “Fresh”
Share Knowledge
Visibility

14. Remember, It’s a Journey!
Thank You
Leslie Ottavi
iTalent Corporation