Defining Change Impact

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Christian Robertson
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1 Defining Change Impact

3 Foundation 10 Aspects of Change Impact

4 Heard around a conference table We are implementing a new ERP. Well, hmmm, we haven't really thought of that. Yes, but how is that actually going to impact the jobs of Andy, Becky, Charlie, and Debbie? Prosci. All Rights Reserved. 4

The achievements of an organization are the results of the combined

7 Organizational change Current Transition Future Made up of individual changes C C C C C C C C C C C C C C C C C C C C C C C C C T T T T T T T T T T T T T T T T T T T T T T T T T F F F F F F F F F F F F F F F F F F F F F F F F F Prosci. All Rights Reserved. 7

8 Prosci ADKAR Model ADKAR element: Definition: What you hear: Triggers for building: A Awareness Of the need for change I understand why Why? Why now? What if we don t? D Desire To participate and support the change I have decided to WIIFM Personal motivators Organizational motivators K Knowledge On how to change I know how to Within context (after A&D) Need to know during Need to know after A Ability To implement required skills and behaviors I am able to Size of the K-A Gaps Barriers/Capacity Practice/Coaching R Reinforcement To sustain the change I will continue to Mechanisms Measurements Sustainment Prosci. All Rights Reserved. 8

9 Name it to tame it 10 Aspects of Change Impact

10 10 Aspects of Change Impact Location Compensation Performance Reviews Reporting Structure Mindset/Attitudes/Beliefs Aspects of a Person s Job You Can Impact Processes Systems Tools Job Roles Critical Behaviors Prosci. All Rights Reserved. 10

11 Change Impact Definitions Aspect Definition Example Processes the actions or steps taken to achieve a defined end or outcome steps in the client engagement process and actions taken to capture data in a cloud-based CRM system Systems a combination of people and automated applications organized to meet a set of objectives the introduction of a new cloud-based CRM solution to manage and analyze client interactions and data throughout the customer lifecycle Tool an item or implement used for a specific purpose; can be a physical object such as mechanical tools or a technical object such as a web authoring tool or software program a conversion tool to move data from one CRM solution to another one mapping data as needed Job Roles Critical Behaviors a description of what a person does including competencies essential to performing well in that job capacity vital or essential response of an individual or group to an action, environment, person or stimulus the client services role responsible for engaging directly with clients the actions of a client services associate based on client needs expressed including engagement with other team members to collaborate on solutions Prosci. All Rights Reserved. 11

12 Change Impact Definitions Aspect Definition Example Mindset/Attitudes/Beliefs mental inclination, disposition or frame of mind reflected in behaviors the transition for a transactional mode of financial services engagement to one built on relationships with the mindset of improving client retention and advocacy Reporting Structure the authority relationships in a company or organization; who reports to whom the move from regional sales teams to a global client services team with a different executive leader Performance Reviews the process and indicators of how performance is measured and assessed relative to objectives the introduction of specific client retention and advocacy objectives for client services associates Compensation amount of the monetary and non-monetary pay provided in return for work performed the commission structure and bonus plan for client services associates Location a physical geographical place that provides facilities for a stated purpose the consolidation of all clients services associates to one floor of the building instead of three separate locations by region Prosci. All Rights Reserved. 12

13 Change Impact Definitions Aspect Definition Example Processes Systems Tool Job Roles Critical Behaviors Mindset/Attitudes/Beliefs Reporting Structure Performance Reviews Compensation Location Prosci. All Rights Reserved. 13

15 10 Aspects of Change Impact is a catalytic facilitation device for us to surface the people side of change missed by the pace and structure of the business. Dan Olson Self-Declared Change Nerd and Prosci Account Executive Prosci. All Rights Reserved. 15

16 In the Prosci Universe 10 Aspects of Change Impact

In the Prosci Universe: Five Tenets of Change Management The results

tied to individual employees doing their jobs differently.

Organizational change requires individual change.

17 In the Prosci Universe: Five Tenets of Change Management The results and outcomes of workplace changes are intrinsically and inextricably tied to individual employees doing their jobs differently. (page 1) We change for a reason. Organizational change requires individual change. Organizational outcomes are the collective result of individual change. 4 5 Change management is an enabling framework for managing the people side of change. We apply change management to realize the benefits and desired outcomes of change. Prosci. All Rights Reserved. 17

In the Prosci Universe: Role-Based Programs Fundamentals of Change

21 In the Prosci Universe: Yesterday-Tomorrow Exercise Yesterday Job Aspect Tomorrow Size of impact Processes Systems Tool Job Roles Critical Behaviors Mindset/Attitudes/Beliefs Reporting Structure Performance Reviews Compensation Location Prosci. All Rights Reserved. 21

22 Applications of the 10 Aspects 10 Aspects of Change Impact

23 Applications of the 10 Aspects of Change Impact Build empathy Define Ability Create adoption metrics Engage employees Identify blind spots Personalize engagement Inform stories/personas Scale interventions Prosci. All Rights Reserved. 23

24 Build empathy Empathy: 10 Aspects of Change Impact Human-centered understanding of what others will see, feel, and experience From IDEO: Putting ourselves in the shoes of people we are designing for How I show up each day Prosci. All Rights Reserved. 24

Ability The demonstrated capability to implement the change Achievement

25 Define Ability Defines the desired change that is demonstrated and achieved in Ability Change Requires Action in the Right Direction Ability The demonstrated capability to implement the change Achievement of the desired change in performance or behavior Prosci. All Rights Reserved. 25

occurring? How do we keep the measures valid, practical, and applicable?

26 Create adoption metrics 2 Defining to adopt and use is the tricky first step. Once we ve defined them, we start asking: What we would measure to know if the change is occurring? How do we keep the measures valid, practical, and applicable? 1 Informs what to sufficiently adopt and proficiently use the change actually means Prosci. All Rights Reserved. 26

Identify blind spots What impacts on our people are we missing because we haven

29 Personalize engagement The responses and interventions to prepare, equip, and support people through their own change journeys can be more tailored when Practitioners have a better understanding of the unique and personal nature of the Tomorrow column Practitioners have a better understanding of the unique and personal nature of the Yesterday-Tomorrow Gap Prosci. All Rights Reserved. 29

the perspective of impacted employees by focusing on how

30 Inform stories/personas User stories and personas are all about /perspective/ 10 Aspects of Change Impact help us gain the perspective of impacted employees by focusing on how their day-to-day jobs will change Prosci. All Rights Reserved. 30

31 Release Release Release Scale interventions Plan Sprint #1 Sprint #2 Sprint #3 Sustain How much CM do we need at each release? Is answered by scaling the CM effort based on material change impact at each release Prosci. All Rights Reserved. 31

blind spots Personalize engagement Inform

32 Applications Conclusion Build empathy Define Ability Create adoption metrics Engage employees Identify blind spots Personalize engagement Inform stories/personas Scale interventions Prosci. All Rights Reserved. 32

33 Conclusion: Foundation 10 Aspects of Change Impact Name it to tame it In the Prosci Universe Applications of the 10 Aspects

34 Prosci Solutions Delivering organizational results by catalyzing individual transitions Build individual change competencies Apply change on initiatives Embed organizational change capability