Our Change Management Approach May 2016

Change Management Activities (Discovery) Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Scoping Charter Approval (Business Case) Vision & Mission Statement Business Unit(s) Program Sponsor Common Agreement on changed Business cases Approved Business Plan and Charter Define Disposition / Archival / Migration change scope Requirement Specifications IT Architecture Function Implementation Team Functional Validation Program Manager Complexity and Priority Analysis Report Scope Sign Off

Change Management Activities (Discovery) Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Strategy Define Change Management Strategy Approved Business Plan and Charter Business Unit(s), Program Sponsor Program Sponsor Scope change signoff Program Manager OCM Strategy Document Define Communication Strategy Change Manager Communication Strategy Owner Identification Application Inventory Document Roadmap Signoff Business Unit(s) Template & R n R Definition Application Prioritization IT Architecture Functional Signoff Complexity and Priority Analysis Report Setup/Re-organize CCB Org. guidelines for CCB setup R&R of CCB CCB authorization document Culture Management Assess Readiness for Change OCM Strategy Document Signoff Survey Report

Change Management (Planning & Preparation) Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Communications Management Develop Communication Plan Communication Template & Rollout plan Program Manager Change Manager Communication Strategy Signoff Communication Plan Governance Develop Change Management Plans Template & R n R Definition OCM Strategy Document Signoff Change Management Plan HR Management Establish Change Management –implementation & support Team Resource Requirement HR Program Plan Prepare high level change management program plan Scope document Requirement documents Business Units(s) Program Manager Program Dependencies validation Well defined Program Plan

Change Management (Execution) Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Walkthrough Conduct Show and tell sessions Detailed Project Plan Program Manager Implementation Team OCM Strategy Document Signoff Change Manager Market / Geo / Department based Release plan Expectations Management Migration Commitment (Application Owners) OCM Strategy Document Application Owners Program Sponsor Agreement on Open Items & Issues

Change Management (Execution) Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Communications Management Communications to Owners Communication Plan Business Unit(s) Communications Dept. / HR Team Communication Plan Signoff Change Manager Communication confirmation report Communications to Power Users Program Manager Communications Dept. /HR Team Governance Monitor Change (Multiple Geography and Time Zone) OCM Strategy Document Implementation Team OCM Strategy Document Signoff Updated Wave based migration report Culture Management Align Stakeholders and manage resistance Program Sponsor Market / Geo / Department based Release Reports

Change Management (V&V) Area Activities Input From Support Validation Validation by Exit Criteria Quality Control User Acceptance Testing CSF (Acceptance Criteria) Business Unit(s) Application Owners Program Manager User Acceptance Testing Signoff QA UAT Sign off Conflict Management Collect UAT Feedback Business Unit(s), Program Sponsor Implementation Team Change Manager Defect Report in line with CSF's Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance

Change Management (CO & SS) Area Activities Input From Support Validation Validation by Exit Criteria Evangelism User Incentive Program Rollout Plan Geo Evangelists Program Manager Rollout Plan Signoff Agreed Incentive report Promotion & Campaigns Wave based migration report Roadmap Signoff Updated Rollout plan Surveys Change Manager Run Book , SOP's Strategy Adoption Initiatives Facilitate Rollout schedule Business Unit(s) Final Rollout Signoff Updated Rollout Plan Drive Continuous Improvement Support Plan IT Ops Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance

Change Management (CO & SS) Planning Discovery Preparation Execution Verification & Validation Cutover & Maintenance Area Activities Input From Support Validation Validation by Exit Criteria Communications Management Communication to Stakeholders as per Waves Communication Plan Communications Dept. / HR Team Change Manager Communication Plan Signoff Communication Confirmation report Governance Support Plan Rollout Wave based migration report Rollout Plan Signoff Program Manager Updated Support Governance document Training Manage Training Requirements Requirement Specifications Geo Evangelists Trainee feedback forms

Thank You