Change Management Tips

Leslie Ottavi

High Tech Finance Case Study

High Tech Change Management Case Study

Managed Service

First-in-Class CM Solution

Consistent, Scalable and Comprehensive

Processes and Collaborative Tools

Project Benefits $20m+ in

One Quarter with 100%

Adoption

Scalability Increase 40%

Quality Improvement 4%First-in-Class Solution

The Finance Transformation Office needed a reliable way to prepare the business for

the changes that over 20 projects per quarter were driving with the ability to scale when

needed and to have flexible service delivery.

Reporting √

Corporate Controllers √

Corporate Finance √

Procurement Services √

Tax & Customs √

Business Intelligence Services √

Sales & Services Finance √

Capital √

Enabled Service Delivery Scalability of Up to

40% with Minimal to No Resource Increase

Delivered 4% Quality Improvement.

Over $20 Million in Project Benefits in One Qtr.

Eight 8 Finance and x-Functional Organizations

Met Goal of 100% Adoption

People

Process

Data

Technology

High Tech Change Management Journey

Evolve the Change

Management Services

Foundation

• Cost Effective

• Early Engagement

• Consistent Delivery

• Reliable and Flexible Coverage

• High Customer Satisfaction

• Raises Organizational CM Maturity

Insights & Integrated Visibility

to Finance Transformation

• Cost Optimized

• Integrated Business Insights:

Communications Visibility, Change

Saturation, Training Load

• Adapt to Evolving Solution Delivery

Models

• Collaborative Information Sharing

• CM Maturity Acceleration

Finance Transformation

Change Model

• Establish framework for FTO based

upon Kotter's 8 steps (modified).

Determine Change Needs with

the Change Magnitude

Assessment Tool

• Ability to assess the types and level of

change to the business

• Guides change management services

needed

• Determines resource needs

Driving Valued Social KnowledgePlanning and Performance Management Transformation

5

Top 1% of 28k Groups

Change Management Key

Training and Finance Knowledge Base

Content Driving Leaderboard

34 Members, Views Driven by Outside

Stakeholder Knowledge Value

Teams are using Social Project Management

for Major Projects and Release Management

High Tech Support Case Study

The Scope: Technical Assistance Center (TAC)

7

3,000 TAC Engineers

20 Facilities Worldwide

1.7 Million Cases Annually

15,000 +35,000 TAC Engineers

Engineering, Advanced Services, Partners

“Company”.com (Self-Publish), Deep Email

Integration, Salesforce.com, CDI Program

The Journey

8

Social

Knowledge

Engine

Peer to

Peer

Knowledge

Workflow

Integrated

Social

Knowledge

Business and Industry Results

• Forrester Groundswell Awards

• Lithium’s Lithy Awards

• Best in Biz International Gold Award

• Stevie American Business Awards

• TSIA Star Award

• $54 Million in Opex Savings Annually

• 20% Employee Engagement & Recognition

• 4% Customer Satisfaction

Business Results Industry Awards

iTalent Developed & Operationalized this Innovative Solution for the

Worldwide Support Organization

Key Tips

Gather the Right Team at the Right Time

Decide Who and If It is the Right Team

Creating a Game-Changing

Team Needs Many Roles

Powered by

Assess Individuals Natural Inclinations

across the Index

Find Value-Add Use Cases (WIIFM)

Increase Engagement Through:

• Social Project Management• Knowledge Bases• Email Teaser to Collaboration Platform• Content Related Groups for Role (SE, etc.)• Joint Collaboration Group Development

(Market Research, etc.)

• Intranet - Content Teaser, Collaborate Link, Search Recommended Links

• Increasing Awareness and Use of OOB Integrations

• Popular Tools –Box, Smartsheet, Tableau• Language Translation

• Sales/CPS – Quote to Order• Marketing - Campaign to Lead• Service/Support – Knowledge Base, Escalation

to Resolution• Education/Training – Mentoring,

Collaboration• Product Innovation – Ideation, Design• Supply Chain – Collaborative Forecasting • Ops Planning• HCM – New Hire Training, Mentoring, New

Hire Support • X-Organization - Auditing Best Practices

Focused Use Broad Integration Process Transformation

Leverage “Digital” for Change Management

Social Tool Enablement

Digital Dashboards

Multi-Channel Messaging

Shared Purpose / Community

Demonstrate & Promote Progress

Automate, Integrate

Think “Fresh”

Share Knowledge

Visibility

Remember, It’s a Journey!

Thank You

Leslie Ottavi

iTalent Corporation