Copy - Change Management Training 102

Change Management Training 102A Deeper Look at the Sia Partners Approach

Agenda

Introductions

Review the objectives

Overview of Sia Partners approach to Change  Management

Define Assess & Prepare Deliver Sustain

Takeaways

Estimated Duration: 1 Hour, 40 mins

Objectives for this Module

Step 4: Sustain

Step 3: Deliver

Step 2: Assess and Prepare

Step 1: Define

The Sia Partners Approach to Change Management

Introduction to the Sia Partners Approach

Our Change Management Approach – 4 Key Stages

This Sia Partners’ tried and tested Change Management Solution Catalogue provides a framework, underpinned by guidelines, templates and tools, for use on your change initiatives. However, every change is different. A key differentiator of our approach is that we tailor it to meet the needs of each client and program, ensuring that it is adapted for the culture of the organization, and for the needs of the impacted teams, individuals and customers. Our approach is pragmatic and flexible and helps our clients manage change risk, and realize benefits, in a timely and sustainable way. Our approach also goes broader and deeper than ‘out of the box’ change toolkits. We ensure our change activities are fully embedded and in sync with overall program activities, and that the change impacts inform and influence program decisions, to ensure the optimal business outcome is achieved.

04.

01.

02.

03.

Sustain

Define

Assess & Prepare

Deliver

Our Change Management Approach – Stage Activities & Outputs

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02.

04.

03.

Sustain

Deliver

Assess & Prepare

Define

Typical Activities

Typical Activities

Typical Activities

Typical Activities

Output

Output

Output

Output

Define

The Purpose of the Define Stage

• This pivotal stage serves as the foundation for our entire change program, where we collectively establish the purpose, strategy, and goals that will drive our success.

• During the define stage, we embark on a journey of collective understanding and alignment on the big “why” for the transformation, as we dive into the core reasons that have driven it is initiation.

• We also diligently work towards shaping a compelling vision, crafting a robust business and benefits case, and collaboratively architecting a high-level plan and change approach.

• Through open dialogue and stakeholder engagement, we will align our perspectives and create a shared understanding of our desired future state.

The Define Stage – Objectives

Change Diagnosis

Change Objectives

Change Strategy

Change Approach Guidelines

Change Governance

Change Diagnosis: Understand the Need for the Change

Seek Input from Stakeholders

By conducting a thorough change diagnosis, we get a better understanding of the need for the change and we can then establish a strong foundation for the change imitative to gain support and buy-in from stakeholders.

Analyze Performance Metrics

Conduct a Gap Analysis

Define Strategic Goals and Objectives

Analyze External Factors

Review Internal Processes and Systems

Communicate the Need for Change

Tip: Expand any Change Diagnosis activity by clicking on the '+' next to it, to gain a deeper understanding of how it contributes to shaping the understanding of the change necessity.

Defining Change Objectives (1 of 3): Identifying the Objectives

Definition: Change objectives refers to the specific goals or outcomes that an organization aims to achieve through a change initiative. Change objectives provide a clear direction and purpose for the change effort, guiding the actions, decisions, and resources allocated to implementing the change.

Desired Outcomes

Assess the Current State

Stakeholders

S.M.A.R.T Goals

Business Strategy

Prioritizing Objectives

Defining Change Objectives (2 of 3): Case for Change

Definition: A Case for Change is a compelling rationale or justification that explains why change is necessary. It articulates the reasons, benefits, and urgency behind the proposed change initiative.

CASE FOR CHANGE CHECK LIST:

• The urgency for change
• The consequence of inaction
• The extent of change
• The benefits of change
• The WIIFM story
• The vision for the change
• The change strategy
• The keys to success

Communication Tool

Key Inputs

Defining Change Objectives (3 of 3): Change Vision

Definition: A Change Vision is a clear and inspiring picture of the desired future state that the organization aims to achieve through the change initiative. It provides a guiding image of what the organization will look like after the successful implementation of the change. It is usually shared as a succinct document that defines the objectives, benefits, and strategic alignment of the change project. Primarily, this is a communication tool that helps establish a common understanding of the change throughout the business. But it also acts as a touch point for the project that will help guide and influence subsequent steps in the transformation process.

Components of a Change Vision

Sample Questions to Create a Change Vision

Shaping the Change Strategy- Overview, Approach & Core Elements (1 of 3): What is the Change Strategy?

Definition: A Change Strategy is the plan that outlines how a change initiative will be executed within an organization. It provides a roadmap for managing and implementing the change, guiding the actions, decisions, and resources allocated to achieve the desired outcomes.

Core Elements

Approach

Overview

Shaping the Change Strategy- Overview, Approach & Core Elements (2 of 3): What are Key Considerations for Crafting a Change Strategy?

Organizational Readiness

Measurement and Evaluation

Change Strategy

Stakeholder Engagement

Communication and Training

Risk Management

Shaping the Change Strategy- Overview, Approach & Core Elements (3 of 3):The Differences between the Change Strategy and the Change Plan?

Defines the vision, objectives, and guiding principles for the change initiative.

Breaks down the change initiative into manageable components and provides a step-by-step guide for executing the change.

More detailed and operational document that outlines the specific actions, tasks, and timelines required to implement the change.

Outlines the high-level approach and methods to be used in implementing the change.

Change Strategy

Change Plan

VS

Provides a strategic roadmap for aligning the change with the organization's goals and values.

It addresses the practical aspects of the change, such as communication plans, training and development activities, stakeholder engagement strategies, and risk management.

Establish Change Approach Guidelines

Agents of C.H.A.N.G.E.™

Unleash your Inner Change Superhero

Document the guidelines

Develop a framework

Regularly review and adapt

Define guiding principles

Articulating the Change Governance

Do not skip this step!

Champion the Program

1. Define the governance framework

2. Identify key stakeholders

3. Define roles and responsibilities

Executive Sponsor Role & Responsibilities

4. Establish decision-making processes

5. Communicate the governance structure

6. Monitor and adapt

Nearly 70% of change programs don’t meet their original business goals due to a lack of management support and employee resistance * Ewenstein, Smith, Sologar; McKinsey, 7/1/15

Assess and Prepare

The Purpose of the Assess & Prepare Stage

• This stage plays a key role in evaluating the impact of the planned or proposed transformation on our organization and designing effective interventions to facilitate successful change.

• During this stage, we ask critical questions to understand the impacts on the organization, people, processes, and technology caused by the change. Through analysis, we gain valuable insights to shape our change strategy and proactively address challenges.

• We then meticulously plan and align all transformational elements, and build the support activities (communications, training, systems, and structures) that will demonstrate progress and effectiveness toward the future state.

The Asssess & Prepare Stage – Objectives

Stakeholders Analysis

Impact Assessment & Analysis

Change Readiness Assessment

Change Plan

Communication & Engagement

Learning & Development

Key Performance Indicators (KPIs)

Conduct a Stakeholder Analysis

Definition: A stakeholder analysis for change management is a systematic process of identifying and evaluating individuals, groups, or organizations that have an interest in or will be impacted by a particular change initiative. The purpose is to understand their needs, expectations, influence, and potential impact on the change. Key stakeholders may include employees, managers, customers, suppliers, regulatory bodies, and community groups.

Why is it important to do?

Identification

Engagement

It helps in identifying all relevant stakeholders, ensuring that no key groups or individuals are overlooked during the change process.

Stakeholder analysis facilitates effective stakeholder engagement and communication. By identifying stakeholders and understanding their preferences and communication channels, change managers can build relationships, gain support, and manage potential resistance more effectively.

Understanding

Mitigating risks

It provides insights into stakeholders' perspectives, concerns, and potential levels of support or resistance. This understanding allows change managers to tailor their strategies and messages accordingly.

It enables the identification of potential risks and challenges associated with stakeholders. By anticipating and addressing these risks, change managers can proactively mitigate them, reducing the likelihood of disruptions during the change process.

Sia Partners Change Management Solution Catalogue:

Stakeholder Analysis Template

Develop a Change Impact Assessment & Analysis

Definition: A change impact assessment and analysis for change management is a process of evaluating and understanding the potential effects and consequences of a proposed change on various aspects of an organization, and the organization as a whole. It involves assessing how the change will impact processes, systems, roles and responsibilities, culture, employees, and other relevant factors. The assessment aims to identify the magnitude and nature of the impact, potential risks and challenges, and opportunities associated with the change.

What is the process for a change impact assessment & analysis?

Key challenges during change impact assessment and analysis:

1. Define the Scope

Inadequate Data:

Insufficient or incomplete information can lead to inaccurate assessments and ineffective planning.

2. Conduct a current state analysis

3. Engage stakeholders

Lack of stakeholder involvement:

Not involving relevant stakeholders can result in missed insights and resistance to the change.

4. Identify potential changes

5. Analyze the impacts

Narrow focus:

Overlooking the broader organizational context may lead to unintended consequences in interconnected areas.

6. Prioritize and categorize impacts

7. Validate and refine

Underestimating impact:

Failing to recognize the full impact can result in inadequate planning and resource allocation, leading to delays and inefficiencies.

8. Document and communicate

Sia Partners Change Management Solution Catalogue Tools:

Change Impact Analysis Metric Matrix Workbook Template

Change Impact Assessment Workbook Template

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Change Impact Analysis Metric Matrix - Overview

Perform a Change Readiness Assessment

Definition: A change readiness assessment for change management is a systematic process of evaluating an organization's readiness to undergo a specific change. It involves assessing various factors such as leadership support, employee engagement, cultural readiness, and organizational capacity to implement and sustain the changes. The purpose of a change readiness assessment is to understand the organization's preparedness for change and identify potential barriers or areas of improvement to increase the chances of successful change implementation.

A change readiness assessment provides valuable insights and benefits to the change management process:

To ensure the success of a change readiness assessment, focus on: Clear objectives and scope: Define the assessment's goals, scope, and desired outcomes to align with organizational priorities. Comprehensive stakeholder involvement: Engage a diverse range of stakeholders to foster ownership, build trust, and increase change adoption. Actionable recommendations and follow-up: Generate practical recommendations and establish a feedback loop to monitor progress and make necessary adjustments.

Planning and Preparation

Resource Allocation

Risk Identification

Identify potential risks and challenges, proactively addressing them to reduce project delays or failures.

Inform planning, understanding readiness, and tailoring strategies for effective change management.

Allocate resources effectively by identifying areas requiring additional support, minimizing wasted efforts.

Enhanced Change Management Approach

Proactive Issue Mitigation

Stakeholder Engagement

Gain a deeper understanding of stakeholder perspectives, addressing their needs and building support.

Fine-tune strategies, adapt interventions, and develop tailored approaches for success.

Identify barriers early on and develop strategies to minimize their impact on change implementation.

Sia Partners Change Management Solution Catalogue Tools:

Change Readiness Assessment

Create a Change Plan (1 of 2)

Definition: A Change Plan outlines the approach, activities, and resources necessary to manage the change process. It encompasses strategies for addressing resistance, training and development, communication, and ongoing support for employees. The change plan serves as a roadmap, guiding the organization through the change, ensuring stakeholder alignment, and promoting successful adoption and sustainability of the desired changes. It provides a structured framework to anticipate and mitigate potential risks, engage stakeholders, and foster a positive change culture. By developing a well-crafted change plan, organizations increase their chances of achieving the desired outcomes, minimizing disruptions, and maximizing the benefits of the change initiative.

Clearly Define the Change

Conduct a Thorough Assessment

Cultivate continuous improvement

Reminder

Foster a change-ready culture

Engage Stakeholders

Important Note

Change Plan

Develop a Communication Plan

Seek Leadership Support

Provide Training and Support

Monitor and Evaluate Progress

Address Resistance

Click on any of the Change Management Plan components to learn more!

Create a Change Plan (2 of 2):

Collaborative Overlap - Where Project Management and Change Management Activities Converge for Successful Change Implementation

Training and Development

Stakeholder Identification and Engagement

Project Management

Change Management

Performance Measurements and Evaluation

Communication Planning

Integration Planning

Risk Management

Produce a detailed Communication & Engagement Plan

Definition: A Communication & Engagement Plan is a strategic framework that outlines the objectives, key messages, channels, timing, and engagement activities to effectively inform, involve, and gain support from stakeholders throughout a change initiative. It ensures clear and consistent communication, fosters stakeholder engagement, and promotes understanding, alignment, and successful adoption of the desired changes.

Contingency and Crisis

Roles and Responsibilities

Monitoring and Evaluation

Communication Materials and Tools

Key Messages

Objectives

Engagement Activities

Timing and Frequency

Stakeholder Analysis

Communication Channels

Tip: Hover over any of communication bubble to learn more about that element of a detailed communication and engagement plan.

Sia Partners Change Management Solution Catalogue Tools:

Communication & Engagement Plan

Design the Learning & Development Plan

Definition: A Learning & Development Plan, also known as a Training Plan is a strategic roadmap that identifies the skills, knowledge, and capabilities needed for individuals or teams to adapt to a change. It outlines specific learning interventions, such as training programs, workshops, coaching, and mentoring initiatives, to equip employees with the necessary competencies and support their professional growth, enabling successful change implementation.

Conduct a Skills Gap Analysis

Tailor the Plan to Individual Needs

Emphasize Continuous Learning & Reinforcement

Sia Partners Change Management Solution Catalogue Tools:

Learning & Development Plan

Establishing Key Performance Indicators (KPIs)

When evaluating the success of your change management implementation efforts, it is crucial to consider the three dimensions of completion, achievement, and acceptability. This means assessing whether the change was fully implemented, whether the desired outcomes were achieved, and whether it was accepted and embraced by the individuals and teams involved. Taking these dimensions into account provides a comprehensive view of the effectiveness of your change management efforts.

Dimension

Sample Metrics

Did you achieve what you intended? How well does what you implemented perform? Did you achieve the intended outcome(s)?

• Adoption: % of staff using the new product, program, etc.
• Performance: % of reduction in errors; % increase customer satisfaction

Did you complete the implementation? Did you complete all the intended aspects of the implementation, within the anticipated timeframe?

• Schedule, scope, budget planned/actual
• Completion of planned change supports
• Effectiveness of change supports (e.g. communication, training, etc.)

Are your stakeholders satisfied? How satisfied are stakeholders with the implementation?

• Agreement with the need for change
• Satisfaction with the change product
• Satisfaction with he change process
• Trust in leadership

Deliver

The Purpose of the Deliver Stage

• This stage is all about executing the detailed plan and bringing our change initiatives to life.

• The Delivery stage includes mobilizing change agents and managers who will play a crucial role in driving and facilitating the change process. By harnessing their expertise and dedication, we create a network of change champions who will champion the cause and inspire others to embrace the change.

• We mobilize change champions, engage the management team, and deliver effective change interventions - communications, engagement, and learning activities. Together, we will drive the transformation and achieve our desired outcomes.

The Deliver Stage – Objectives

Execute Change Activities

Monitor and Evaluate Progress

Support and Resources

Network of Change Champions

Empower Management

Execute Change Activities (1 of 2): Psychology

Addressing loss aversion

By incorporating these psychological techniques into change management activities, you can address individuals' cognitive and emotional needs, enhance their motivation and engagement, and increase the likelihood of successful change adoption and implementation.

Utilizing social proof

Applying the power of storytelling

Applying the principle of reciprocity

Leveraging the power of small wins

Encouraging autonomy and involvement

Promoting psychological safety

Building resilience and change readiness

Execute Change Activities (1 of 2): Tactics

Change Management is often mistaken for a communication plan, but it’s so much more than that. It’s a comprehensive, strategically timed coordination of activities to facilitate successful adoption that sticks long after the project/program team transitions to new work. Examples of these activities:

Fliers/Desk Drops

Videos

Develop Gap Action Plan

Brochures

Assessments

Industry Articles

Coaching Preparation

Mailers

Monitor Display

Compare Outcome to Expectation

Conduct Lessons Learned Session

FAQ

Roundtables

Define Metrics

Validate Training Materials

Define Data Collection Method

Roadmap

Create Training and Course Materials

Bulletin Boards

Define Adoption Baselines and Targets

Visual Display

Demonstrations

Help Desk

Road Shows/ Mini-Showcase

Collect Ongoing Data

Focus Groups

Job Aids

Fact Sheets

Design Training Solution

Blogs

Promotional Item

Podcasts

Recognize Changes in Mindset, Skill Set and Behavior

Group Meetings

Individual Training

Provide Encouragement

Posters

Kick Off Events

Lesson Evaluation

Change Management Training

Instructor-led Courses

Newsletter

Email

On-line Content Management Systems

Recognize and Reward Adoption

Skip Level Sessions

Establish Training Schedule

Promotions

Q&A Session

Collect Base Line Data

Recognition Packages

Social Media

Determine Data Collection Method

Rallies

Infographics

Showcase

Presentations

Share Lessons Learned

Solution Walk Thru

Success Stories

Side-By-Side Observation

Mentoring

Set Expectations

UAT

Teleconferences

Status Reports

Teach Front Line Supervisors

Site visits

Surveys

Written Recognition

Town Hall

Voicemail Messages

Virtual Meetings

Lunch and Learns

Provide On-The-Job Support Mechanisms

Text Messages

Briefings

Workshops

Web-based Training

Team Meetings

Synchronous e-Learning

Website

Analyze Training Needs

Self Directed e-Learning

Staff Meeting

Define Business Outcomes

Monitor and Evaluate Change Progress

Managing a transformation project is crucial for success. To do so effectively, it's important to create a management strategy with defined indicators for monitoring the project throughout its different phases.

Key Points

Monitoring Change Implementation:

Measuring Outcomes:

Evaluating Change Effectiveness:

Identifying Areas for Improvement:

Making Necessary Adjustments:

• Regularly track the execution of change activities.
• Ensure that milestones and timelines are being met.
• Identify any deviations or roadblocks and address them promptly.

• Define key performance indicators (KPIs) to measure the impact of the change.
• Collect relevant data and metrics to assess progress against KPIs.
• Analyze the data to gain insights into the effectiveness of the change.

• Assess the overall success of the change initiative.
• Evaluate how well the change aligns with its objectives.
• Consider feedback from stakeholders to understand their perspectives on the change.

• Analyze data and feedback to identify strengths and weaknesses.
• Look for patterns or trends that highlight areas for improvement.
• Use this information to refine strategies and make necessary adjustments.

• Act on the insights gained from monitoring and evaluation.
• Modify change strategies or implementation plans as needed.
• Continuously improve the change process to enhance its effectiveness.

Click on any of the Key Points to learn more!

Provide Change Support and Resources

Allocating Adequate Resources

Guiding and Supporting Employees

Addressing Change-Related Resource Gaps and Constraints

Engaging Stakeholders

Mobilize a Network of Change Champions (1 of 2)

A change champion network, also known as a change agent network or a change ambassador network, is a group of individuals within an organization who are passionate about driving and supporting change initiatives. Change champions act as advocates, influencers, and role models, helping to facilitate and promote the adoption of change across the organization.

Having a change champion network is essential for several reasons:

Communication & engagement

Influence and support

Change champions have the ability to influence others and gain their support for the change initiative. They can address concerns, answer questions, and share success stories, which helps create a positive environment for change.

Change champions serve as effective communication channels between the change management team and employees. They help disseminate key messages, facilitate dialogue, and ensure that everyone is informed and engaged throughout the change journey.

Cultural transformation

Overcoming resistance

Change champions play a crucial role in fo stering a culture that embraces change. Their enthusiasm and commitment can inspire others to adopt new behaviors, embrace new processes, and support the overall transformation.

Change champions can help identify and address resistance to change. They can proactively engage with resistant individuals or teams, address their concerns, and provide guidance and support to help them navigate through the change process.

Mobilize a Network of Change Champions (2 of 2)

Tip: Hover over any of automobiles to learn about that step in mobilizing a change champion network.

Empower the Management Team

The management team's involvement in change management differs from the change champion network. While change champions are individuals who influence and support the change at various levels within the organization, the management team holds leadership positions and plays a strategic role in driving the change initiative forward.

Key to Success

Objective

Tip: Hover to learn more!

Mobilizing and involving the management team in the change management process requires specific attention and support. Here's how you can effectively engage managers as a target population and provide the necessary assistance:

Cultivate a Manager Community

Targeted Communication

Collaborative Approach

Support and Enablement

Sustain

The Purpose of the Sustain Stage

• Sustain is the final stage in our change management cycle! Sustainability is the key focus here, as we aim to consolidate the change by integrating it into our organization's standards, practices, and processes.

• During this stage, our goal is to ensure that the change becomes a part of our organizational DNA. We strive to make the organization accountable for the future by embedding the change into our day-to-day operations and long-term strategies.

The Sustain Stage – Objectives

Benefit Tracking Reports

Lessons Learned

Transitioning Responsibilities

Continuous Improvement

Benefits Tracking Reports: The Realization Of Expected Benefits

A benefits tracking report in change management is a document that monitors and measures the realization of expected benefits from a change initiative. It is important because it provides a systematic way to assess the impact and effectiveness of the change, enabling organizations to evaluate its success and make data-driven decisions. The report works by tracking key performance indicators (KPIs) or metrics associated with the change and regularly analyzing the data to gauge the progress and outcomes of the initiative.

Identification

Defining Metrics

Performance Assessment

Decisions & Corrections

Tip: Hover over any of the targets icons to learn more about that element of benefit tracking and how it works.

Data Collection

Regular Reporting

Continuous Improvement

Lessons Learned: Input To Continuous Improvement (1 of 2)

Lessons learned are valuable insights and knowledge gained from past experiences that can be used to improve future performance and outcomes. In the context of change management, lessons learned refer to the experiences and insights gained throughout the change process that can inform and enhance future change initiatives. Note: Lessons Learned is sometimes called ‘Retrospective Findings’, ‘Project Insights’ or ‘Post-Mortem’.

Capture Insights

Continuous Improvement

Documentation

Training and Development

Analysis

Knowledge Sharing

Recommendations

Feedback Loop

Lessons Learned: Input To Continuous Improvement (2 of 2)

This template enables us to systematically document key insights, assess their impacts, and derive actionable recommendations, fostering a culture of learning and enhancing future project success. Let's embrace this tool to harness our collective knowledge and drive positive change within our organization.

Reflect

Document

Analyze

Share

Apply

Categorize

Example of a blank Lessons Learned Template

Transitioning Responsibilities to Business-as-Usual Teams

Questions to consider for the transition

Handover and transition to Business As Usual (BAU) mark the point where the change program relinquishes its delivery capabilities to the organization, enabling them to assume responsibility for the change. It is crucial to plan handover activities effectively to facilitate a successful transition and the eventual integration of the change into the organization. Clarity regarding roles and responsibilities, as well as clear communication of the transition approach, the ongoing role of change champions, and avenues for additional support, ensures a smooth handover process.

Are there any ongoing support or maintenance requirements for the implemented changes? If so, what are they and how will they be addressed?

How will the project team and the business-as-usual teams collaborate during the transition period to address any potential issues or challenges that may arise?

Are there any contractual or legal obligations that need to be considered during the transition, such as agreements with external vendors or regulatory requirements?

Are there any communication or change management activities needed to ensure stakeholders are informed and aligned with the transition plan?

How will the success and effectiveness of the transition be measured and evaluated? What metrics or indicators will be used to assess the successful handover of responsibilities?

What training or knowledge transfer activities are necessary to ensure the business-as-usual teams are equipped to handle the transferred responsibilities effectively?

How will knowledge and insights gained during the project be captured and shared with the business-as-usual teams to facilitate continuous improvement and learning?

Tip: Click on the team members to learn more!

Continuous Improvement

Continuous improvement is not a separate phase but an embedded mindset that permeates the entire transformation lifecycle. It serves as a guiding principle, prompting organizations to continuously evaluate and adjust their change management efforts to align with evolving business needs, optimize outcomes, and drive long-term success.

Build a culture of continuous improvement by undertaking these activities:

Feedback Collection

Process Mapping and Analysis

Continuous Monitoring

Benchmarking

Lessons Learned Sessions

Training and Development

Collaboration and Communication

Technology Adoption

Well done! You have Completed this Course.

In this training you learned...

• More about the Sia-Partners Approach to Change Management

Define

• How to diagnose change
• How to define change objectives
• How to shape the change strategy
• What it means to be a change superhero - establishing change approach guidelines
• How to articulate the change governance

Assess & Prepare

• How to conduct a stakeholder analysis
• How to develop a change impact assessment & analysis
• How to perform a change readiness assessment
• How to build a change plan
• How to create a communication & engagement plan
• How to design a learning & development plan
• How to establish KPIs

Deliver

• How to execute change activities
• How to monitor and evaluate progress
• How to provide change support and resourcing
• How to mobilize a change champion network
• How to empower a management team

Sustain

• How to create a benefit tracking report to monitor the realization of the expected benefits
• How to capture lessons learned for continuous improvement
• How to transition responsiiblities from project teams to business-as-usual teams
• How to create continuous improvement processes to refine and adapt to the change based on needs

Time for a Quiz!

Knowledge Check!