defining change impact - prosci...we change for a reason. organizational change requires individual...

Defining Change Impact

© Prosci. All Rights Reserved. 2

2019 Webinar Timing Change from Prosci

2018 2019

Content11:02AM to 12:00PM

Q&A12:00PM to 12:15PM

Content11:02AM to 11:45AM

Q&A11:45AM to 12:00PM

Foundation10 Aspectsof Change

Impact


Heard around a conference table

We are implementinga new ERP.

Yes, but how is that actually going to impact the jobs of Andy,

Becky, Charlie, and Debbie?

Well, hmmm, we haven't really thought of that.


Currentstate

Transitionstate

Futurestate

Technical Side

People Side

ResultsOutcomes

Success

Design

Deliver

Develop

Embrace

Use

Adopt

Unified Value Proposition


The achievements

of an organization

are the results of the

combined effort of

each individual.

Vince Lombardi


Current Transition Future

TC F

C C C C C

C C C C C

C C C C

C C C C C

C C C C C

T T T T

T T T T T

T T T

T T T T

T T T T T

F F F

F F F F

F F

F F F

F F F F

T

T

T

F

F

F

F

F

F

F

F

Made up of individual changes

Organizational change


Prosci®

ADKAR® Model

A

R

A

K

D

ADKAR element: Definition: What you hear: Triggers for building:

Awareness Of the need for change “I understand why…”Why?Why now?What if we don’t?

DesireTo participate and support the change

“I have decided to…”WIIFMPersonal motivatorsOrganizational motivators

Knowledge On how to change “I know how to…”Within context (after A&D)Need to know duringNeed to know after

AbilityTo implement required skills and behaviors

“I am able to…”Size of the K-A GapsBarriers/CapacityPractice/Coaching

Reinforcement To sustain the change “I will continue to…”MechanismsMeasurementsSustainment

Name it to tame it

10 Aspectsof Change

Impact


10 Aspects of Change Impact

Processes

Tools

SystemsCompensation

Performance Reviews

Reporting Structure

Critical Behaviors

Job Roles

Location

Mindset/Attitudes/Beliefs

Aspects of a Person’s Job You

Can Impact


Change Impact – DefinitionsAspect Definition Example

Processesthe actions or steps taken to achieve a defined end or outcome

steps in the client engagement process and actions taken to capture data in a cloud-based CRM system

Systemsa combination of people and automated applications organized to meet a set of objectives

the introduction of a new cloud-based CRM solution to manage and analyze client interactions and data throughout the customer lifecycle

Toolan item or implement used for a specific purpose; can be a physical object such as mechanical tools or a technical object such as a web authoring tool or software program

a conversion tool to move data from one CRM solution to another one mapping data as needed

Job Roles

a description of what a person does including competencies essential to performing well in that job capacity

the client services role responsible for engaging directly with clients

Critical Behaviorsvital or essential response of an individual or group to an action, environment, person or stimulus

the actions of a client services associate based on client needs expressed including engagement with other team members to collaborate on solutions



Mindset/Attitudes/Beliefsmental inclination, disposition or frame of mind reflected in behaviors

the transition for a transactional mode of financial services engagement to one built on relationships with the mindset of improving client retention and advocacy

Reporting Structurethe authority relationships in a company or organization; who reports to whom

the move from regional sales teams to a global client services team with a different executive leader

Performance Reviewsthe process and indicators of how performance is measured and assessed relative to objectives

the introduction of specific client retention and advocacy objectives for client services associates

Compensationamount of the monetary and non-monetary pay provided in return for work performed

the commission structure and bonus plan for client services associates

Locationa physical geographical place that provides facilities for a stated purpose

the consolidation of all clients services associates to one floor of the building instead of three separate locations by region



Processes

Systems

Tool

Job Roles

Critical Behaviors


Reporting Structure

Performance Reviews

Compensation

Location


Bringing Change Impact Into Focus

We’re implementinga new CRM system

Which will be a “medium” impact on your job


“… is a catalytic facilitation device for us to surface the people side of change missed by the pace and structure of the business.”

Dan OlsonSelf-Declared Change Nerd and

Prosci Account Executive

10 Aspectsof Change

Impact

In the Prosci Universe

10 Aspectsof Change

Impact


In the Prosci Universe: Five Tenets of Change Management

“The results and outcomes of workplace changes are intrinsically and inextricably tied to individual employees doing their jobs differently.”

(page 1)

1

2

3

4

5

We change for a reason.

Organizational change requires individual change.

Organizational outcomes are the collective result of individual change.

Change management is an enabling framework for managing the people side of change.

We apply change management to realize the benefits and desired outcomes of change.


In the Prosci Universe: Impact Index / Phase 1 / Certification


In the Prosci Universe: Role-Based Programs

Fundamentals of Change Management

Delivering Project Results


In the Prosci Universe: Change Scorecard


In the Prosci Universe: Yesterday-Tomorrow ExerciseYesterday Job Aspect Tomorrow

Size of impact

Processes

Systems

Tool

Job Roles

Critical Behaviors


Reporting Structure

Performance Reviews

Compensation

Location

Applications of the 10 Aspects

10 Aspectsof Change

Impact


Applications of the 10 Aspects of Change Impact

Build empathy Define Ability Create adoption metrics Engage employees

Identify blind spots Personalize engagement Inform stories/personas Scale interventions


Build empathy

Empathy:

• Human-centered understanding of what others will see, feel, and experience

• From IDEO: Putting ourselves in the shoes of people we are designing for…

10 Aspectsof Change

Impact

How I show upeach day…


Define Ability

Change Requires Action in the Right Direction

Achievement of the desired change in performance or

behavior

The demonstrated capability to

implement the change

Ability

Defines “the desired change” that is demonstrated and

achieved in Ability


Create adoption metrics

Informs what “to sufficiently adopt and proficiently use” the change actually means

Defining “to adopt and use” is the tricky first step. Once we’ve

defined them, we start asking:What we would measure to know

if the change is occurring?How do we keep the measures valid, practical, and applicable?

1

2


Engage employees (co-create)


Identify blind spots

What impacts on our people are we missing

because we haven’t defined the change at a granular enough level?


Personalize engagement

The responses and interventions to prepare, equip, and support

people through their own change journeys can be more tailored when…

Practitioners have a better understanding of the unique and

personal nature of the “Tomorrow” column

Practitioners have a better understanding of the unique and

personal nature of the “Yesterday-Tomorrow Gap”


Inform stories/personas

• User stories and personas are all about/perspect ive/

• 10 Aspects of Change Impact help us gain the perspective of impacted employees by focusing on how their day-to-day jobs will change


Scale interventions

Plan SustainSprint#1

Sprint#3

Sprint#2R

elea

se

Rel

ease

Rel

ease

“How much CM do we need at each release?”

Is answered by scaling the CM effort based on

material change impact at each release


Applications Conclusion

Build empathy Define Ability Create adoption metrics Engage employees

Identify blind spots Personalize engagement Inform stories/personas Scale interventions

Foundation

Name it to tame it

In the Prosci Universe

Applications of the 10 Aspects

10 Aspectsof Change

Impact

Conclusion:

Prosci Solutions

Delivering organizational results by catalyzing individual transitions

http://www.prosci.com | http://[email protected]

Build individual change competenciesApply change management on initiativesEmbed organizational change capability

http://[email protected]

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http://blog.prosci.com/

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http://www.prosci.com/

mailto:[email protected]

defining change impact - prosci...we change for a reason. organizational change requires individual...

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