1. Managing Change in the Face of New HCM Technology Dr. Katherine Jones Vice-President, HCM Technology Research Bersin by Deloitte Deloitte Consulting LLP September 17, 2015 Twitter: @katherine_jones LI: Katherine Jones

3. 70% Of change initiatives fail Source: Leading Change. John Kotter. Harvard Business School Press, 1996

4. Agenda to get you into the 30%  The issue  The Gottchas  Planning your plan

5. Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

6. The Big Picture of Business Transformation Change Management Processes Technology Nothing will change if the people don’t change… Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015

7. The process which empowers employees to embrace large- scale organizational change The use of tools and techniques to facilitate those processes What Change Management Is Facilitates people’s movement from a current state to a future state, minimizing disruption to the organization and maximizing the desired results What Effective Change Management Does Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

8. Why is Change Management Important? Research tells us that 70% of change management initiatives fail. Source: Leading Change. John Kotter. Harvard Business School Press, 1996

9. Steps to Address Stakeholder Analysis Capability Gap Analysis Readiness Assessment By Groups By Influence Skills required Skills in place Ready or Not? Will They Change?

10. Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015

11. What You Can Learn if You Have a Business Case Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015

12. 2 Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

13. Determine What Success Will Look Like— Upfront How will you measure success at the project’s end? Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015

15. Get Onboard with Your Captain The Executive Champion is Central to Success Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

17. Pick Your Crew Carefully Select team members Assign a “Decider” Develop a back-filling plan Criteria: Business acumen Functional knowledge Promotable Criteria: Credible leader Authority figure Tie-breaker Keep Your Crew: Cross-train peers Hire temps Prepare for long term staffing changes Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

18. 5 Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015

19. The Trade Winds to Consensus Resistance can sink your ship... Individuals are often opposed to change. Lack of Awareness Awareness Understanding Acceptance Buy-inOwnership Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

20. Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015

21. Capability Gap Analysis Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

22. The Relationship Between Competencies, Capabilities and Behaviors Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

23. Example: What Level do you Require? Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

24. Example: Determining a Capability Gap Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

25. Create a Worksheet

26. Does your population have the skills? The experience? The knowledge? The resources? Are there environmental factors? Training/Hiring Resources Materials Support structures Alternative approaches Sink or Swim? Analyzing Next Steps

27. But Are They Ready to Change?

28. Change Readiness Assessment: The Process Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

29. How Will You Ascertain Readiness? Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

30. Example Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

31. Employee Sentiment: Survey Areas VisionDemographicsLeadership Organizational Preparedness Business Benefits Competing Initiatives Communication Organization Reaction Organizational Culture

32. When One and Done is Insufficient: A Sample Pulse Survey Location Position Function Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

33. And are they ready? Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

34. Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

35.  —Large U.S. Healthcare Business Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015 “Paint the vision of the future: cast a common vision across the enterprise of the benefits and the plan. Tailor the message to the different constituents − to our IT committee it was cost/ benefits; − to HR, the strategic impact of evidence- based HR that requires consolidation process.”

36. Communication Plan: Success Factors Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

37. Messages and Methods Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

38.  Important to the success of the project  Highly influential  Engage directly  Some impact  Somewhat influential  Involve and collaborate  Low impact  Not influential to others  Keep Informed Different strokes for different folks; different amounts, different timing Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015

39. The Change Planning Model Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

40. Integrating Design Thinking into Change Management Source: Batterii.com; Fiordilino, Carlina. "It's a Matter of Perspective." 23 Mar. 2015. Web. 12 Aug. 2015.

41. Case in Point: Applying Design Thinking to Business Transformation Transforming HR  Redundant platforms consolidated  On-premise solutions to Cloud  Run by change management experts  Applied agile, design thinking  Created “federated model” for L&D shared infrastructure and tools Redefined roles of L&D and HR Processes Revamp Retest Deploy Technology Change Management Source: The Simplification of Work. Katherine Jones, Josh Bersin, and SAP. 2015.

42. Case in Point: Applying Design Thinking to Simplify Employee Service Delivery Source: Fostering Change and Driving Productivity. Commonwealth Bank of Australia Case Study, Katherine Jones, Ph.D., Bersin by Deloitte, Deloitte Consulting LLP, June, 2015.

43. Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP, 2015

44.  Reports:  Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change  Beat the Odds: Manage Change in Your Organization  Selecting and Managing Solution Providers for Change Management  Deploying HCM technologies: Making Change Work  Supporting Materials: Change Management Stakeholder Analysis Change Readiness Assessment Change Management: Capability Gap Analysis Change Communication Strategy Template Change Management—Seven Essential Elements for Navigating the Sea of Change Change Readiness Model Multiple Case Studies Related Bersin Resources

45. Questions? Avoid the storms and rocky shoals to keep your change project afloat.

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