Change Management Concepts Danaca Jordan ISA Annual Leaders Conference 2018

Based on Books/Courses: Prosci Practitioner Program – Change Management ADKAR: How to Implement Successful Change in Our Personal Lives and Professional Careers by Jeffrey M. Hiatt The People Side of Change by Jeffrey M. Hiatt and Timothy J. Creasey

Outline What is Change Management and why are we concerned? ADKAR: How an individual goes through change Best Practices Tracking Success

What is the difference between these projects? Replace all halogen lights in plant with LED’s. Change the background code of a website to make it faster. Set up paycheck to automatically put 5% in savings. Replace operator log sheets with mobile tablet entries. Launch a new shopping cart and payment system on website. Lose 10 Kilos

What is the difference between these projects? Replace all halogen lights in plant with LED’s. Change the background code of a website to make it faster. Set up paycheck to automatically put 5% in savings. Replace operator log sheets with mobile tablet entries. Launch a new shopping cart and payment system on website. Lose 10 Kilos Requires someone to change their behavior for success.

Change management is the application of a process for leading the people side of change to achieve a desired outcome. Projects with Change in addition to Project Management demonstrate Increased success rate of people based changes by 6X Improved ability to manage resistance Enhanced capture of people dependent ROI

Connecting CM to Desired Results – 4 P’s Project – What is the project? Purpose – Why are we changing? Particulars – What is changing? People – Who will be changing? Ex: Locking down USB ports Personal Task: 4 P’s

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness The nature of the change Why change, and why now? What is the risk if we don’t change? Desire Knowledge Ability Reinforcement

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness Desire What’s in it for me? Personal choice to engage and participate in change I will not “take my ball and go home” if this change happens Knowledge Ability Reinforcement

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness Desire Knowledge Training Understanding the change Ability Reinforcement

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness Desire Knowledge Ability Demonstrate capability Not just can they, but will they? Reinforcement

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness Desire Knowledge Ability Reinforcement Increase the likelihood that the change will be continued Recognition / rewards Audits / “burn the boats” / write-ups

ADKAR model for individual change Each person impacted by change will go through all five steps of change Awareness Desire Knowledge Ability Reinforcement Ex: Losing weight Personal task: ADKAR

Best Practices – Training Plan (K, A) Identify different groups impacted as they need different skills Develop metrics for determining if training is working Understand training is NOT “One and done” Document training requirements for each group

Best Practices – Sponsors (A, D) #1 success factor for changes Sponsor ABC’s A ctively participates through the project B uilds a coalition with peers and impacted managers C ommunicates directly with employees As a CM Work with and train your sponsor Get on their calendar regularly Prepare communications for them (need for change, desired future state) Personal Task: Sponsor questions

Best Practices – Supervisors (ADKAR) Managers and supervisors are responsible for Advocating for the change Managing resistance through the transition Reinforcing and celebrating As CM, you should Give them tools and support to get them through ADKAR, then help work their employees through it Get feedback on resistance and performance Give updates beyond project technical status Personal task: Preparation for managers

Best Practices – Resistance Management (D, A, R) Resistance to change is EXPECTED From fear, lack of awareness, change saturation Biggest resistance is typically middle managers Research historical and cultural barriers in organization Resistance looks like?

Best Practices – Resistance Management (D, A, R) Resistance to change is EXPECTED Biggest resistance is typically middle managers Research historical and cultural barriers in organization Resistance looks like Silence Checking out Rumours “Always done it this way”

Best Practices – Resistance Management (D, A, R) Prevent resistance through FAQ’s Communications and Training Open feedback and engagement Focus your energy on the majority, not the knot of hardest resistance Methods: Listen and understand their objectives Focus on what, not how, to give ownership Remove barriers Provide simple choices with consequences Create hope in a future state

Resistance Management Group Task Project: Section event payments through PayPal instead of check/cash Where do you expect resistance? What can we do to prevent resistance? How do you know resistance is happening? What active method would you try to manage resistance?

Best Practices – Communication (A, D) Adults need to hear/see messages 5 – 7 times People have preferred senders, and it usually isn’t the PM People prefer face-to-face communication for change Communication should be: Done more Earlier Strategically and regularly scheduled Not just be a technical project update

Best Practices – Communication (A, D) To build a communication plan Identify audiences, with key messages and timing for each group Determine delivery method and preferred sender Prepare packages for sponsor and managers Impact on their people Status update of the changes Current vs. future state Tools and training available as project progresses

Tracking Success ROI for project, outcomes met Engagement levels Surveys Observation and feedback from managers Tools to track use and adoption Audit compliance Work with managers to implement corrective actions and celebrate success Personal Task – Plan for feedback

Summary Change management is done in addition to project management ADKAR: Each individual goes through change Best Practices in training, sponsorship, supervision, resistance, and communication Tracking Success methods