Transition, Transformation, Program, PMBOK, Prince 2, Roles & Responsibilities, Stakeholder Communication / Relationship Building, Assessment, As Is ~ To Be

1. Change Management Managing Transition & Transformation Change Programs Anand Subramaniam

4. Challenges

5. Why Change is Necessary? Source: Flint, D., “The User’s View of Why IT Projects Fail,” © 2005 Gartner, Inc. Findings based on 520 failed IT Projects with over 1000 staff.

6. Communication Challenges Failure to train staff in new skills Special Interests lobbying against change Customers/ Beneficiaries Internal Workforce Internal Managers and Supervisors External Business Partners Other Key Audiences Legislators Public Media Leadership Team’s Messages Benefits of change not clear Leadership not aligned Unclear vision Fear of change Failure to communicate Lack of resources Interference Interference

7. Align Change Program with Project

8. Align Change Program with Project Define Requirements & Build Plan Build Awareness & Desire Develop Understanding Knowledge & Ability Create Acceptance & Reinforcement Take Ownership Change Management Practices Identify Requirements Design Solution Build Solution Test / Pilot Implement Transition to Business Project Management Practices Stakeholder Engagement Communication Resistance Management Leadership Plan Project

11. Managing Change in a Project

12. Mange Change - ERP Implementation Planning Determine Vision and Governance Conduct Readiness Assessment Develop Strategy and Plan Deliver Change Mgmt Workshops Review and Align Business Processes Transition Organisation Stakeholder Communication Conduct Communication Assessment Develop Strategy and Plan Develop Communication Material Information Distribution Performance Reporting Manage Stakeholders Training Conduct Needs Analysis Develop Strategy and Plan Develop Training Material Conduct Train-the-Trainer Workshops Deliver Training Evaluate Training Documentation Conduct Documentation Assessment Develop Strategy and Plan Develop Templates & Standards Develop Business & Technical Doc. Develop Online Help Maintain Documentation Support Conduct Support Assessment Develop Strategy and Plan Develop Service Level Agreement Select Help Desk Software Establish Help Desk Manage Ongoing Support Testing Determine Testing Needs & Develop Strategy Prepare Test -Plans, Scenarios & Scripts Co-ordinate Test Data Conduct Testing Support UAT Validate Software in Production Data Conversion Determine Data Conversion Needs Develop Strategy and Plan Develop Decommission Strategy Conduct Data Analysis & Design Develop and Test Data Conversion Manage Conversions Configuration Mgmt (CM) Conduct CM Assessment Develop Strategy and Plan Build Environments Support Environments Develop CM Documentation Rollout to Production Authority Levels / Change Budget Manage Risks, Issues, Change Control Change Management Approach Conduct Reviews at Milestone, Deliverables, Stage Gates and Post Implementation QA / Audits / Health Checks Benefit Realisation / Change Readiness Monitor and Evaluate Progress

13. Aligning Change with PMBOK Process

14. Transformation Change

15. Conceptual Overview Program plan Drivers for change Program objectives Program Management & Governance Plan and priorities Resourcing Change baseline Core Program Governance Checkpoints Case for Change Services effectiveness and quality Client needs and satisfaction Improvement opportunities (IT, process, organisation) Common design principles Savings potential Program Management, Communication and stakeholder engagement Change Management Design Preparation Implementation Diagnostic Service performance Improvement potential Benchmarking Staff inventory Common issues/opportunities Program planning & organisation Change baseline Future services Roles & responsibilities Service delivery model Structure Implementation Plan Blueprint for the future Service portfolio Service delivery model Management & organisation model Staffing profile IT systems map and plan Implementation plan Design principles Process & IT improvement Capability building People Management & Development Work Organisation Benefit realisation LEGEND Capacity Building/Leadership Development Within service area Across service areas Governance milestone

16. Benefit Realisation Effective and efficient service delivery Program governance in place and all roles and forums fully resourced Functional coordinators and team members identified, committed to the program and clear about their roles External resource requirements identified and engaged Program budget established Program Management Plan considered and endorsed by Reference Groups and Steering Group All stakeholders identified and initial communication undertaken Future delivery blueprint complete Potential benefits & change articulated Mobilisation of the change program Preparation Diagnostic Design Savings potential determined Quality improvement potential determined Cultural change requirement articulated (Functional) change priorities established Broad improvement program (clusters of improvement opportunities) defined All stakeholders aware of potential change impacts on them Continued stakeholder commitment to change Implementation Post implementation review and further development Service delivery models defined (incl. roles & responsibility & org structure) Target savings known and impacted areas identified Staff transition plans complete Program to develop service culture defined Program of improvement initiatives defined Tailored communication to all stakeholders defined Capability and leadership to drive the implementation defined Demonstrable improvements in service delivery & Savings realised Staff appointed in new roles Reengineering of business processes completed Service oriented culture embedded Implementation of enabling projects completed Staff and management training & development programs delivered Organisational development capability established

17. Teams’ – Roles & Responsibility

18. Change Team in a Project Organisation Change Management Coach Executive Sponsor Change Coach Green Team Yellow Team Blue Team Red Team Project Director Project Team Change Leader Communications Co-coordinator Change Coach Change Coach Change Coach

22. Stakeholder Communication

23. Responsible for Communication Change Mgmt Team Leader 6% Change Management Team Member 7% CEO / President 25% Employee's Supervisor 31% Department Head 9% Senior Mgmt 11% Executive Manager 11%

24. Assessments

30. Sample Documents

31. Change Management Checklist How will the above components be included in the overall plan (to do list) for this change? Coordinate the Project Plan with the Change Management Plan To whom and how will status be reported? Report Status To whom will feedback be directed and how will they be accountable for response and resolution? Track Feedback and Resolve Issues How will you train customers and/or service providers on the new procedure or skills? Plan Training - Internal (Organisation) - Service Providers - External (Customers) How will you communicate about this effort? Plan Communication - Internal (Organisation) - Service Providers - External (Customers) How will you partner with customers, service, providers, and staff? And provide opportunities for input, involvement, and co-planning? Partner with Customers What is the nature of the change and who will it affect? Assess Change

32. Information Distribution

33. Impact – As Is ~ To Be

34. Stakeholder Assessment

35. Monitor Stakeholder Expectations

37. Managing Behavioural Change Align Performance, Reward and recognition Schemes Provide opportunities for practice and feedback Create and share success stories Role model desired behaviour Involve people in the change Appreciate the past and leverage Strengths