1. University Bursar’s Staff Retreat December 9, 2016

2. Change Management Kathy McKee, OCM Lead kemckee@ufl.edu
Ben Markus, Communications Specialist
Thank you, Brad and Terry, for inviting us to join you this afternoon.
I’m Kathy McKee and this is my colleague Ben Markus. We’re delighted to be here. Like your colleagues Dorothy Etienne and Tricia Riskowitz, Ben and I are part of the COMPASS program team. We’re responsible for organizational change management across the program’s many projects.
Our lead-off quotation comes from a character in Dan Millman’s fictionalized memoir, The Way of the Peaceful Warrior. Socrates in this instance is not the Greek philosopher and teacher of Plato, but a gas station attendant who assists the main character on life’s journey.
I find this to be a helpful insight and a good frame for our discussion today.

3. Let’s Discuss What is “organizational change management”?
And why bother?
How will we go about it?
How will it affect you?
What roles will you play?
Your unique positioning!
With COMPASS, UF has initiated a university-wide process of analyzing and assessing current business processes related to student services and designing and implementing new or modified processes and more modern and sustainable systems to support these services. This effort will result in a number of changes across the university, especially for UF’s people. Our role is to help the organization and you navigate through these changes.
This afternoon we want to talk to you about the notion of change management broadly and why UF or you as individuals should concern yourselves with it. Then we’ll look at the approach we take to managing change.
We also think it’s important to reflect on the human experience of change, the roles that we play and finally our take on the unique position of the Bursar’s office in COMPASS-related changes.
[Many social scientists graph the individual’s path through change as a curve, represented here in blue, that reflects our emotional state. Change management seeks to foster an environment where the individual experience of change and the effect on well-being is less severe (purple line).

4. What Is Organizational Change Management?
Change typically affects:
Processes
Systems
Organizational structure
Job roles
It is not enough to merely prescribe the change and expect it to happen
Takes hard work
And an understanding of what must actually take place to make the change happen
If you consider change from the organization’s standpoint, you will focus on processes, systems, structures and roles.
How does the Bursar’s office calculate tuition or handle billing?
What software or third party vendors are used?
What units interact in order to accomplish these services?
What responsibilities are assigned to specific individuals?
Our administration looked into the state of UF’s student services, developed a vision for improvement and advancement, and have committed substantial financial and human resources to the effort.
Making that vision a reality, though, takes a lot of effort and understanding along the way.

5. Project Management vs. Change Management
Project management includes:
Application of knowledge, skills, tools, and techniques to activities to meet project requirements
Initiating, planning, executing, monitoring and controlling, and closing
This is where project management and change management come into play.
Project management focuses on the knowledge, skills, tools and techniques that are applied to help UF meet its requirements.

6. Project Management vs. Change Management
Change management includes:
Process, tools, and techniques to manage the people side of change to achieve the required outcome
Tools to help individuals make successful personal transitions resulting in the adoption and realization of change
Change management, on the other hand, focuses on what people require in order to have successful transitions and adopt the new environment or way of doing things.

7. Project Management vs. Change Management
Identifies milestones, activities to be completed
Outlines resources needed, how they work together
Defines the scope of the project/program
In project management, you see milestones, resource inventories, specifications, scopes of work.
Gantt charts like this one are a familiar site.

8. Project Management vs. Change Management
Identifies, crafts key messages to be communicated
Works to build strong and active coalitions
Makes the case to employees why the change is needed throughout the organization, even before the specific details of the solution are complete
Meanwhile, in the change management sphere, the emphasis is on communicating and listening to people.
We’re trying to distill the big picture and translate the dry, technical information into key messages. With change management, the organization looks for opportunities to share its vision and plans with employees and other stakeholders, get input and hear their concerns.

9. Why Bother?
Change management depends on the amount of disruption created in employees’ day-to-day work
It also depends on the organization’s culture, value system, and history with past changes
As humans, we also respond somewhat predictably to change
By understanding and communicating with this “change cycle” in mind, we can lessen the negative impact, make better decisions, and speed up adoption—to build the new
You might wonder when is it appropriate or necessary to attend to change management as a distinct function. It depends….
An organization may decide to utilize change management when the disruption to day-to-day operations and work reaches a certain level. For example, a change to a single purchasing form university-wide versus starting a new system for negotiating and purchasing goods and services of any dollar value.
Our culture, values or history with past changes also can be factors in whether change management is called for.
I take the perspective that change management can be valuable in most change situations because as humans we respond in fairly predictable ways to all kinds of changes.
Think for a moment about the last time you had a major personal change. Maybe you got married or divorced. Or you bought a new car or moved to a new house or city. Whether you initiated the change or it was out of your control, you likely went through a cycle of awareness, adjustment and integration into the new way of being.

10. Change Cycle
There are many different models of the stages of change and representations for what we experience, the type of feelings and cognition.
Earlier we saw a roller-coaster like graph to represent change. Here the cycle is captured in a circle.
Regardless of the graphic, the experiences are similar:
Initially, we’re likely to feel a sense of loss, be cautious or a bit afraid.
We often move toward skepticism or resentment. “I don’t like this. Why do I have to do this? We tried this before 10 years ago.”
We can become anxious and confused. “I’m not going to know how to do this. I’ll make mistakes. This takes too long. I have to think through every single step.”
With some time and patience, we can find that things are becoming more familiar and we start to feel some excitement and energy again. The new way starts making sense, clicking. We become more confident and get our focus back until the new becomes the norm.
Or, if things don’t go well, we might fall backwards from discomfort into more feelings of loss and become paralyzed and stuck. We don’t want that.
For me, just being aware of the cycle helps me to deal with and respond to changes. And to plan ways to support myself. It also helps me understand and empathize with others.

11. How Do We Manage Change at UF?
Phase 1—Inform
Phase 2—Engage
Phase 3—Prepare
Phase 4—Integrate
COMPASS will span 3 to 5 years
Releases follow the student life span
Various phases at the same time to support different releases
Alright. We’ve talked about what change management is, how it differs from project management, why we engage in it, and what the personal experience of change generally looks like.
Now I want to share the approach we’re taking to change management on COMPASS. It is a method we have used previously with success in a number of projects at UF.
Our approach has four phases: inform, engage, prepare and integrate. All four phases focus on the people side of the change.
Inform: We’re telling you about the program, sharing the overall vision, establishing a structure for communicating with you (a website, a newsletter, project symbols that are easy to recognize).
Engage: We’re finding ways to increase awareness across campus and learn what you and other targeted audiences think about particular items. Campus info sessions, presentations by work groups, presentations like this one.
Prepare: We’re sharing details of specific changes, timing for those changes, assisting with training communications. Our focus on making sure that those affected have what they need to succeed in the new world.
Integrate: We’re working with the rest of the team to evaluate how well employees are using new processes or systems, communicating on any problems that have been identified.

12. How Will This Affect You?
Well, you are human
Being mindful of the change cycle can help
Are you in Stage 3 discomfort?
Is a colleague in denial?
Etc.
That’s all well and good, right? But how will COMPASS affect you and me?
COMPASS is a huge initiative. It has many prongs, will span several years, cost millions of dollars and change how UF interacts with, serves and supports its students.
But, we are human and tend to think first of the impact on ourselves. That’s fair and natural. So each of us has to look and listen for the value and make sense of it. Here’s where being aware of the change cycle can help.
We’re all a part of this endeavor.

13. What Roles Will You Play?
Your involvement, voice and feedback are key
You interface with many areas of UF serving students
You can help develop and implement the change by providing information to your colleagues and bringing concerns forward early
What works great?
What needs improving?
What simply needs getting used to?
What can you do to help yourself, your colleagues and UF?
You play several important roles.
Your work is pivotal to the business and operational side of education. You connect in many ways every day with students, parents, colleges and other core and campus units.
You can help by staying informed and providing input. And encouraging others to do the same.

14. Your Unique Positioning for This Change!
Earlier unit implementation of Campus Solutions 9.0
Years of experience with the look, feel and functionality
Building upon your strengths and competencies
Committed unit leadership, staff and project work group
The Bursar’s Office is in a unique position to make significant contributions to COMPASS’s success, to provide guidance and support for other employees and to make effective personal transitions.
You blazed the trail previously with implementation of Campus Solutions and you have been using the software for years. The learning curve with new elements should be easier.
Many of the things that will be hardest for other employees—the look, feel and functionality—are already familiar to you. As I understand it, many of the changes for you all will be very positive, including quicker exchange of information from other core areas.
Your existing strengths and competencies will provide a solid foundation for these next changes. Plus, you have the benefit of an extremely engaged and committed leadership team. Brad and Terry are thoroughly engaged in the planning and development and are terrific advocates for the unit and the best means and ends. And Dorothy and Tricia are working diligently on all of the details alongside other work groups.

15. Stay in the Loop Work group reports COMPASS website compass.ufl.edu
Update e-newsletter
Contact COMPASS
You can stay in the loop via updates from and conversations with your COMPASS work group. I think Dorothy is going to share some information with you in just a couple of minutes.
I also suggest visiting the COMPASS website regularly, reading the newsletter and other articles such as UF at Work, and participating in future town halls or other events.
We’re happy to take any questions.
Thanks very much. I hope this information is helpful to you as you navigate COMPASS and other changes in your personal and work lives.