1. Change Management Monthly Update
Strategic Program Subgroup
May 18, 2017

2. Change Management Steps
5/29/2018
Change Management Steps
In order to achieve the Change Management goal in FY17 we will follow the steps below to gather and work together to create the appropriate tools. 1 2 3 4 5 6
Meet with SLT Program Subgroup to provide an understanding of the Change Management Goals and Steps
Goal Overview
Interview
Data Gathering
Recommendations
Prioritization
Delivery
Interview Program Leadership, OCM Leads, Key Program Personnel including key stakeholders and Support Services
Review change management current state templates, processes, and best practices
Develop change management recommendations including templates and processes
Socialize and prioritize the recommendations with the SLT Program Subgroup
Execute upon the prioritized recommendations - create templates and processes to be included in the playbook
Approach
Activities
Met with SLT Program Management Subgroup
Gained Agreement on Goals and Steps
Developed School Profiles
Conducted Additional Meetings
Developed interview questions
Scheduled interviews with program leadership
Scheduled interviews with program team members
Conducted 19/19 HUIT interviews
Conducted 8/8 School Rep Interviews
Review program websites
Gather program deliverables
Analyze data and identify key themes and gaps
Draft Change Management Assessment Report
Analyze data and identify key themes and gaps
Review program deliverables
Develop recommendations
Deliver final Change Management Assessment Report
Socialize deliverables and findings
Present findings and recommendations to SLT Program Subgroup
Prioritize recommendations
Construct Playbook deliverables
Socialize with programs and strategic initiatives
Share with PM COP Q2 Q3 Q4
FY17

3. Change Management Playbook Features – June 2017
5/29/2018
Change Management Playbook Features – June 2017
Overview of change management framework
Component one page summaries
Best practices for each component
Online and searchable
Regular updates – every two months
Tools and templates
Allows for comments & feedback
Glossary of terms
We continue to develop the Change Management Playbook ensuring features and characteristics that you outlined in a previous meeting are included in the playbook. Some of the key features that will be included in the August release of the playbook includes online and searchable content through Confluence, ability to make comments and provide feedback, one page summaries for each component, a playbook glossary and frequent updates (every two months).
The playbook will include an introduction to the playbook and how to use it followed by an overview of our Change Management framework. We will demystify the Change Management framework by providing objectives, best practices, typical deliverables and tools and templates for each component.
Future playbook release will include case studies and examples as well as staffing guidelines.
August Release
Accessible in Confluence - online & searchable; allows comments/ feedback
Includes overview of the playbook and framework
Each component includes:
One page summary
Objectives
Best practices
Tools and templates
Typical deliverables
Glossary
Updated every 2 months
Future releases
Component case studies/ examples
Staffing guidelines

4. Change Management Recommendations Delivery Timeline
5/29/2018
Change Management Recommendations Delivery Timeline
Playbook Recommendations
Playbook Release I
Playbook Release II
Playbook Release III
Playbook Release IV
Playbook Release V
Playbook Release VI
April 2018
June 2017
July 2017
August 2017
October 2017
December 2017
February 2018
April 2018
Identify User Experience Connection
Develop Project/ Program KPI Standards Catalog
Develop Stakeholder Analysis Template
Develop User Input Data Gathering Tools
Identify Communication Plan Tool
Develop Stakeholder Engagement Plan Template & Process
Deliver Communications Audit – HBS, HDS, SEAS, Radcliffe
Deliver Communications Audit – HMS, HSDM, SPH, DCE
Additional Activities and Deliverables to be identified (backlog)
Deliver Change Management School Profiles
Develop Stakeholder Analysis Process
Develop HUIT/ School Engagement Model
Develop HUIT Communication Packet Part I
Create Communications Audit Template
Deliver Communications Audit – HLS, GSE, GSD, HKS
Develop Communication Strategy & Plan Templates
Develop Business Value Process
Deliver Communications Audit – CADM, FAS
Develop Stakeholder Map & Process
Develop Communication Plan Development Process
Develop Business Tools (OIA, JIA, CIRA)
May 2017
September 2017
Program Governance Structure Standardization
Develop HUIT Communication Packet Part II
HUIT Process Recommendations
September 2017
May 2017
June 2017
Complete School Account Management Conversations
Service Design Tool Rollout
Develop Account Management Questionnaire
Deliverables, tools, templates and processes are scheduled to be delivered each month however the first release of the playbook will take place August 2017 and every two months thereafter (i.e., October, December, February, April).
Align with CIO Strategic Plan
SIS and TLT Program Assessment & Standardization
RECOMMENDATIONS KEY
Comm Strategy
Program Governance
Comm Audit
Success Measures
Stakeholder Analysis
Business Process
Change Fatigue

5. Announcing the Change Management Playbook
5/29/2018
Announcing the Change Management Playbook
All HUIT Playbook Release
HUIT Senior Leadership Team Meeting Topic
HUIT Senior Leadership Team Announcement
HUIT Newsletter Article
eNews Article
PM Community of Practice Announcement
PM Community of Practice Meeting Topic
JIRA System Alert
HUIT PMO Website Announcement
Updates/ Future Playbook Releases
HUIT Senior Leadership Team Meeting/ Announcement
HUIT Newsletter Article
PM Community of Practice Announcement
HUIT PMO Website Announcement
Ideas have been formulated for announcing the playbook to HUIT and other stakeholders.
Some key communication vehicles to leverage include the HUIT Newsletter, HUIT Senior Leadership Team Announcement, and the HUIT PM Community of Practice Meeting.
Future editions of the playbook will leverage some of the same communication vehicles though not all.
Prior to the release of the playbook a detailed communication plan with vehicle, data and key message will be developed for review by the Strategic Program Subgroup
We know that there are probably additional meetings and communication vehicles where we can announce the playbook to make sure everyone knows that it exists and begin to use it.
Action: Please feel free to send us any ideas that you have about how we can get the word out about the Change Management Playbook.
Note: These are representative lists of activities to take place – not necessarily in the outlined order. Exact activities and dates will be identified and outlined in a formal communications plan.

6. Change Management Playbook Discussion Questions
How does the Strategic Program Subgroup want to be involved in the development of change management tools and processes?
Review of the change management tools and processes
How would you all like to be involved with the review of the Change Management Playbook – how involved?
What are your ideas for delivering the Change Management Playbook? What are the phases for delivery?
Who is the initial audience?
Do we test the playbook with a new ITCRB project before mass distribution?

7. Our Needs and Next Steps
5/29/2018
Our Needs and Next Steps
What We Need From You
Feedback on the Change Management Playbook
Review Change Management Recommendations Backlog
Change Management Next Steps
Continue developing the Change Management Playbook
Continue working with Strategic Program Subgroup Owners on prioritized recommendations
Begin reviewing processes and tools with Strategic Program Subgroup for feedback
Upcoming Strategic Program Meetings
June 15: Review Final Playbook & Tools/ Templates
July 13: Change Management Backlog Prioritization
Continue to review the Change Management Backlog for any items that should be prioritized soon
Provide feedback on the recommendations and outlined plans to either the Strategic Program Owners or Tiffany Shorter
During the May 18 Strategic Program Subgroup Meeting Change Management Update we will present the first draft of the Change Management Playbook in Confluence. This will be your opportunity to react to the skeletal version of the document and provide your feedback.

8. Appendix

9. Campus Readiness: Key Topic Areas
5/29/2018
Campus Readiness: Key Topic Areas
The Campus Readiness Framework is centered around building the value proposition for the business transformation and includes 6 key focus areas.
Value Proposition
Sustaining
Readiness
Outreach
Communication
Operational
Workforce
Transition
Training
Sustaining Readiness
Developing commitment
Stakeholders supporting change
Ensuring success
Operational Readiness
Service model
Steady state user support
Communication/ training support resources
Workforce Transition
Policy changes
Process changes
Job role changes
Stakeholder analysis
Stakeholder engagement activities
Governance structure
Communication channels
Communication strategy
Communication plan
Training material development
Training delivery
Training customization
Communication
What communication channels does the program leverage?
Is there a communication plan?
How are stakeholders informed of the changes?
Training
What types of training are utilized for the users of the program?
Who was responsible for developing and delivering training materials?
Where do training materials reside?
How was the training customized for schools?
Adoption & Sustainability
What departments were most resistant to the changes? What was your approach?
What were the biggest risks associated with the implementation?
How were departments willing to support the change?
What was done to ensure success?
Workforce Transition
How were process and policy changes handled within the program?
What types of employee/ student transition plans developed?
How were reporting structure or job description changes handled?
Operational Readiness
How did the program engage with the Service Management Desk prior to implementation?
What service measurements did the program outline and how have they been met?
What types of support measures were employed for users?
Outreach/ Stakeholder Engagement
What stakeholders are impacted by your program?
How are the stakeholders involved with the program?
What is the governance structure?
Color Key:
Objective 1: School Readiness
Objective 2: Operational Readiness
Objective 3: Sustaining Readiness

10. Prioritized Change Management Recommendations
5/29/2018
Prioritized Change Management Recommendations
During our last meeting we prioritized 7 change management recommendations and identified Strategic Program Subgroup Owners. Since our last meeting we have outlined our detailed recommendations and delivery dates.
Business Process Redesign and Documentation (Ann Lurie)
Explore the connection between the User Experience program and some of the initiatives and shifts it can make around understanding school business processes (April 2017)
Develop a process for involving the business to help identify impacts to their organizations and roles (August 2017)
Identify tools that can assist with gathering organizational and role impacts (August 2017)
School Change Fatigue (Catie Smith)
Understand school engagement best practices from SIS and TLT Programs (April 2017)
Deliver Service Design tool to assist projects/programs in designing and delivering new services (May 2017)
Develop Account Managers Questionnaire to gather additional data from school contacts about change fatigue (June 2017)
Categorize school change fatigue pain points and identify actions (September 2017)
Project Success Measures (Carolyn Brzezinski)
Develop technical and business KPI catalog for programs/ projects to leverage (June 2017)
Develop a user engagement process for programs/ projects to gain the business perspective on KPIs (June 2017)
Develop user data gathering tools – survey and focus group materials (August 2017)
Update on the 7 Change Management Recommendations and August Plans:
Business Process Redesign (Ann Lurie): Develop a process for involving the business to help identify impacts to their organizations and roles
Communications Audit (Acacia Matheson): Create a template for gathering and publishing Harvard communication vehicles for all stakeholders. Populate the tool for key schools and departments – CADM, FAS, HMS, HSDM, SPH, and DCE.
Stakeholder Analysis (Acacia Matheson): Leverage existing Stakeholder Analysis templates to create a tool to assess stakeholders supported by a process that helps users understand how to create the tool.
Communication Strategy and Plan (Acacia Matheson): Leverage existing Communication Strategy and Plan documents to create dynamic and self-manageable documents that team members can leverage. Also create a process that helps users to leverage the Communication Strategy to create the Communication Plan.
School Change Fatigue (Catie Smith): Outline engagement best practices to standardize across programs from SIS and TLT, deliver service design tool and develop a questionnaire for Account Managers to “dive deeper” on the school change fatigue topic.
Program Governance (Ellen Gulachenski): Share existing governance structure standards and develop a proposal for engagement between the schools and HUIT considering various factors.
Program Success Measures (Carolyn Brzezinski): Develop a catalog of technical and business questions to help develop KPIs associated with a process for gaining user engagement and business perspective. The catalog and process will be supported by helpful tools (i.e., survey, focus group).
Each of the prioritized recommendations including the findings, initial recommendation and quotes are included in the appendix of the PowerPoint (slides 12-19).
*Items in bold will be included in the August 2017 Change Management Playbook

11. Prioritized Change Management Recommendations Continued
5/29/2018
Prioritized Change Management Recommendations Continued
During our last meeting we prioritized 7 change management recommendations and identified Strategic Program Subgroup Owners. Since our last meeting we have outlined our detailed recommendations and delivery dates.
Program Governance (Ellen Gulachenski)
Share the existing governance structure standards developed by the HUIT PMO (May 2017)
Develop proposal for how HUIT and Schools will manage engagement considering differentiation between program vs. project, size of school, or functional area (August 2017)
Communications Audit (Acacia Matheson)
Create a template for gathering and publishing Harvard communication vehicles for all stakeholders (April 2017)
Populate the Communications Audit Template with communications for CADM + FAS and school baseline (June 2017)
Publish School Profiles (June 2017)
Populate the Communication Audit Template with HMS, HSDM, SPH, and DCE communications (August 2017)
Populate the Communication Audit Template with HLS, GSE, GSD, and HKS communications (October 2017)
Populate the Communication Audit Template with HBS, HDS, SEAS, and Radcliffe communications (December 2017)
Stakeholder Analysis (Acacia Matheson)
Create a Stakeholder Analysis Template to assess all stakeholders (May 2017)
Create a process that helps users to understand how to use the Stakeholder Analysis Template and what they do with this information once gathered (June 2017)
Develop the Stakeholder Map Template to help projects/ program categorize stakeholders accompanied by steps for how to create the document (August 2017)
Create a Stakeholder Engagement Plan template and process to help users create and manage the plan (October 2017)
Update on the 7 Change Management Recommendations and August Plans:
Business Process Redesign (Ann Lurie): Develop a process for involving the business to help identify impacts to their organizations and roles
Communications Audit (Acacia Matheson): Create a template for gathering and publishing Harvard communication vehicles for all stakeholders. Populate the tool for key schools and departments – CADM, FAS, HMS, HSDM, SPH, and DCE.
Stakeholder Analysis (Acacia Matheson): Leverage existing Stakeholder Analysis templates to create a tool to assess stakeholders supported by a process that helps users understand how to create the tool.
Communication Strategy and Plan (Acacia Matheson): Leverage existing Communication Strategy and Plan documents to create dynamic and self-manageable documents that team members can leverage. Also create a process that helps users to leverage the Communication Strategy to create the Communication Plan.
School Change Fatigue (Catie Smith): Outline engagement best practices to standardize across programs from SIS and TLT, deliver service design tool and develop a questionnaire for Account Managers to “dive deeper” on the school change fatigue topic.
Program Governance (Ellen Gulachenski): Share existing governance structure standards and develop a proposal for engagement between the schools and HUIT considering various factors.
Program Success Measures (Carolyn Brzezinski): Develop a catalog of technical and business questions to help develop KPIs associated with a process for gaining user engagement and business perspective. The catalog and process will be supported by helpful tools (i.e., survey, focus group).
Each of the prioritized recommendations including the findings, initial recommendation and quotes are included in the appendix of the PowerPoint (slides 12-19).
*Items in bold will be included in the August 2017 Change Management Playbook

12. Prioritized Change Management Recommendations Continued
5/29/2018
Prioritized Change Management Recommendations Continued
During our last meeting we prioritized 7 change management recommendations and identified Strategic Program Subgroup Owners. Since our last meeting we have outlined our detailed recommendations and delivery dates.
Communication Strategy & Plan (Acacia Matheson)
Create a simple, dynamic and manageable Communication Plan leveraging existing documents (May 2017)
Update the current Communication Strategy document with overview and questions within sections to allow for easy project/program creation (May 2017)
Develop a process for how to use the Communication Strategy to develop the Communication Plan (June 2017)
Develop the HUIT Communication Packet that will assist projects and programs in developing key messages that will be included in all communications (June 2017)
Expand the HUIT Communication Packet to include fact sheet template, communication templates and other necessary documents (August 2017)
Identify a tool that can assist with managing communications planning and tracking (August 2017)
Update on the 7 Change Management Recommendations and August Plans:
Business Process Redesign (Ann Lurie): Develop a process for involving the business to help identify impacts to their organizations and roles
Communications Audit (Acacia Matheson): Create a template for gathering and publishing Harvard communication vehicles for all stakeholders. Populate the tool for key schools and departments – CADM, FAS, HMS, HSDM, SPH, and DCE.
Stakeholder Analysis (Acacia Matheson): Leverage existing Stakeholder Analysis templates to create a tool to assess stakeholders supported by a process that helps users understand how to create the tool.
Communication Strategy and Plan (Acacia Matheson): Leverage existing Communication Strategy and Plan documents to create dynamic and self-manageable documents that team members can leverage. Also create a process that helps users to leverage the Communication Strategy to create the Communication Plan.
School Change Fatigue (Catie Smith): Outline engagement best practices to standardize across programs from SIS and TLT, deliver service design tool and develop a questionnaire for Account Managers to “dive deeper” on the school change fatigue topic.
Program Governance (Ellen Gulachenski): Share existing governance structure standards and develop a proposal for engagement between the schools and HUIT considering various factors.
Program Success Measures (Carolyn Brzezinski): Develop a catalog of technical and business questions to help develop KPIs associated with a process for gaining user engagement and business perspective. The catalog and process will be supported by helpful tools (i.e., survey, focus group).
Each of the prioritized recommendations including the findings, initial recommendation and quotes are included in the appendix of the PowerPoint (slides 12-19).
*Items in bold will be included in the August 2017 Change Management Playbook