powerpoint presentation · 6. we have a clear business case for change. true false self-assessment:...
TRANSCRIPT
9/30/2014
1
Presented by Mark Hordes, MBA, MS
Creating Change Management Capability:Experience Success
Copyright 2014 Molten Americas Mark Hordes, All Rights Reserved
Education:o BS University of Houstono MBA and MS Organizational Behavior, Aurora Universityo Graduate of the American Graduate School of International Managemento “Thunderbird” Cross-Cultural Management Communications
Professional Experience:o Vice President, Organizational Performance Improvement & Change Management Lead for the
Americas, Molten-Groupo Global Change Lead, Mark Hordes Management Consulting, LLC o Associate Partner Change Management, Big 5 Consulting firmo Vice President, International Consulting and Training, American Productivity & Quality Center
Media:o Co-author: S-Business: Reinventing the Services Organizationo Houston Business Journal 2014 Award, “Who’s Who in Energy”o Featured in Houston Business Journal, Houston Chronicle, and on radio and television
Today’s Presenter
Mark Hordes, MBA, MS
Today’s Focus
How to Prepare, Manage and Organize Change
How to Measure Change
How to Think About Change Resistance
How to Sustain Change
9/30/2014
2
Tell UsWith Which Shape Do You Most Identify?
A
SQUARE
B
CIRCLE
C
TRIANGLE SQUIGGLE
D
“When we change the way we look at things, the things we look at…change” [Wayne Dyer]
Multiple Approaches Required to Successfully Manage Change
Squareo Orderedo Logico Sequenceo Procedureso Datao Detailso Neatnesso All-Sides Viewo Multiple Layers and Feedback
9/30/2014
3
Multiple Approaches Required to Successfully Manage Change
Circleo Concern for Otherso Processo COP’so Teamso Harmonyo Inclusiono Collaborationo Networks and Communications
Multiple Approaches Required to Successfully Manage Change
Triangleo Control Orientationo Toolso Top-Down Sponsors in Chargeo Problem-Solving Boundarieso Fast Decisionso Metricso Actions and Path Forwardo Progress and Tracking
Multiple Approaches Required to Successfully Manage Change
Squiggleo Creativeo Limited Parameterso Many Activitieso Adaptiveo Flexibleo Agile and Innovativeo Many Culture Champions
9/30/2014
4
Definition of Change Management
The process of aligning the organization’s people and culture with changes in the business’ strategy,
organization, and processes or systems.
Change is…
Transitioning from the current to the future state.
• Articulates change as an accepted norm
• Demonstrates personal ownership and endorsement of change
• Tests new concepts and change implication
• Articulates willingness to perform as change requires
• Grasps the nature of change and how it will impact him/her
Employee Change Acceptance StepsControl, Predictability, Absorption and Resolve:
Rule of “3”
• Encounters change and realizes its imminence
• Has a high-level awareness of the change content and context
1. Awareness
2. Understanding
3. Adoption
4. Commitment
SUCCESS FACTORS TRUE FALSE1. My company effectively manages change. TRUE FALSE
2. Managers serve as effective change role models. TRUE FALSE
3. Change communications are clear and consistent. TRUE FALSE
4. Change impacts are identified. TRUE FALSE
5. We successfully measure change. TRUE FALSE
6. We have a clear business case for change. TRUE FALSE
Self-Assessment: Change Management Practices
9/30/2014
5
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications Leadership &
Sponsorship
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
What kinds of changes are occurring in your company today?
The Business Case for ChangeA change management process is initiated when the status quo
in a company is effected by change in:
Strategy(M&A, Increased Customer Satisfaction,
Culture Shift Profit Performance Improvement, etc.)
Technology(IT Go-Live, SAP, ERP, CRM, PeopleSoft, ITSM/ITIL, e-Commerce Social Media, Internet, Mobility, remote access and
monitoring)
Organization (Plant Start-Ups, Commissioning, Organizational Re-Designs, etc.)
Processes(Safety, Reliability, Asset Utilization,
Maintenance)
Cost(Head count reduction, facilities closings,
waste identification, cycle time etc.)
New Products and Services(Training, Energy Monitoring)
Culture(Leadership styles, M&A, safety, and business
and customer alignment)
Performance Management(Multi-tier 360 feedback, talent management
R&R)
9/30/2014
6
So, What’s the Problem?
What is
Asked of
Them!
ABS
• Respond Fast to different initiatives
• Everything is a priority• Understand new direction• Learn new processes• Learn new ways of
communicating • Accept different jobs • Learn new tools• Keep the business
operating and do not disrupt the flow of revenue and profits
• Accelerate the performance of the company
An Effective Change Program Prepares your Organization
Eight Tactical Steps to Change Success
Business Case for Change
Change
Readiness
Stakeholder Analysis
Managing Communications
Leadership & Sponsorship
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
Areas Required to Create Readiness?
Appropriate Resources and Funding
Strong Sponsorship
Realistic Expectations
Case for Change Compelling
Project Management Skills
Team Skills
Clear Scope
Change History of Successes
Integrated Process View
Adequate Training Capabilities
72%
65
0% 20% 40% 60% 80% 100%
Change projects are more likely to fail when the readiness for change is not addressed early in the process.
Orange indicates the areas of readiness needs most often reported by companies. MHMC client research 2013
9/30/2014
7
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications
Leadership & Sponsorship
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
Who has the Power and Interest to Help or Hinder Our Change Efforts?
INTEREST
Monitor KeepInformed
KeepSatisfied
PO
WER
Low
High
High
• Key Names & Titles
• Key Names & Titles • Key Names & Titles
ManageClosely
• Key Names & Titles
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications
Leadership & Sponsorship
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
9/30/2014
8
Utilize Multiple Communications Approaches
Create Informed Workforce Establish Project Credibility
Develop Sponsorship Commitment Create Workforce Buy-in Provide Forum for Feedback
Newsletters, signs, posters, brochures, car bumper stickers
Printed Documents/Coffee Pot
Electronic Bulletin Board Displays
Information Hotline
Management Meeting
Messages from theSenior Management
Brown Bag/Lunch and Lean Meetings
Broadcast (cc: email messages)
Meeting Presentations
“Road Shows” ThemesFormal Survey, Focus Groups
Suggestion Box
Communication Team Meetings
Town Halls andFace-to-Face Meetings
Promotions/Incentives
Walk Arounds
Committee Meeting
Dialog Sessions/Focus Groups
Flash/Web/Postings/Video Conferences
Integration Meetings
Change Management Meetings
Eight Tactical Steps to Change Success
Business Case for Change
Change
Readiness
Stakeholder Analysis
Managing Communications
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7Leadership & Sponsorship
Measurement: Are We Meeting Our Change Management Goals and Targets?
o Design and utilize change metrics to drive
individual and team behavior.
o Create a Change Management balanced
scorecard measurement approach to
ensure change traction.
9/30/2014
9
Index: ____
Score
Weight
Sco
res
10
9
8
7
6
5
4
3
2
1
Performance
Limit change metrics to 4-10 areas
Line 10 is theBest Case Target
Line 5 is the Baseline Score
Line 1 is the Worst Case
Value
8 3 5 7 4 8 5
10% 20% 20% 10% 10% 10% 20%
80 60 100 70 40 80 100
Score
Weight
Performance
Value
Limit change metrics to 4-10 areas
Line 10 is theBest Case Target
Line 5 is the Baseline Score
Line 1 is the Worst Case
Sco
res
10
9
8
7
6
5
4
3
2
1
Index: 730
One Number Can Tell the Story?
PLOTTING OF RESULTS
ACTUAL
TARGET
TIME
1000
750
500
250
9/30/2014
10
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications
Measurement Plan
Leadership & Sponsorship Training
Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
Successful Change: Leadership/Sponsorship
o Set realistic expectations.
o Deliver “quick wins” to build positive energy.
o Recognize and reward urgency, action, and results.
o Institutionalize the new approaches in the culture.
o Establish an issues-resolution process.
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications
Leadership & Sponsorship
Measurement Plan Training
Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
9/30/2014
11
Empower the Frontline Through Training
• Shift minds and hearts/emotional connection to the journey is key
Motivation “I want”
• Teach change management—fundamentals
Knowledge “to know”
• Provide two-way communications, alignment, team building, participation, decision making
Experience-based learning “so I can”
Eight Tactical Steps to Change Success
Business Case for Change
Change Readiness
Stakeholder Analysis
Managing Communications
Leadership & Sponsorship
Measurement Plan
Training Plan
1
Reinforcement
The Change Roadmap
2 83
45 6
7
Change Management Big Picture
Source: Better Business Learning and TBO International
9/30/2014
12
Leadership sponsorship is visible and leaders are committed and aligned.
Staff understand why change is necessary, what is expected of themand how the changes will impact them.
Staff are well trained in their work and understand their relevance
Coaching across the organization as well as engagement is the norm
Staff engagement, communication and consultation is wellmanaged, timely and effective
Targeted benefits of the change process are delivered
Change Management will have been effective when…
Ensuring business continuity and minimizingdisruption, with targeted reinforcement
People often think…I don’t get it. I don’t like it… I don’t like YOU!
RESISTANCE
o Unnecessary
o Fear the change
o No input
o Surprise
o Not confident
o Lacks the resources
o Loss of control
What Will It Take to Gain Support?
o Sense of personal gain and benefit
o Right thing to do NOW!
o Involvement with the change
o Respect for the person leading change
o Believe it’s the right time for the change
o Understand what will NOT change…
9/30/2014
13
People are at the heart of a successful change management effort.
I Welcome Your Questions & Comments
Molten
MoltenGroup
MoltenGoup
Mark Hordes713.416.1781mark.hordes@molten-group.comwww.molten-group.com4306 Yoakum Boulevard, Suite 350Houston, TX 77006
Let’s Talk!
Connect with Us
Save your seat:www.HRDQu.com
Shop the store:www.HRDQstore.com