1. Change Management Concepts
Danaca Jordan
ISA Annual Leaders Conference 2018

2. 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

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

4. 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

5. 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.

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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?

18. 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”

19. 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

20. 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?

21. 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

22. 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

23. 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

24. 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