weathering the change storm: using communication ... · weathering the change storm: using...

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Weathering the Change Storm: Using Communication & Planning as a Lifeboat in

an Application Implementation

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(800) 263-6317 or (805) 690-5753

Tweeting? Please mention: #ChangeStorm

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Chris Hamill Senior Learning Consultant, Synaptis

Chris Hamill has experienced a versatile career in training and development. Managing a diverse portfolio of projects during the past 5 years as a valuable member of the Synaptis leadership team, Chris has provided development, consulting, and delivery of training content in various industries including financial, pharmaceutical, food services, government, and manufacturing. His experience as a senior learning consultant and project manager has enabled him to create successful learning solutions while avoiding the pitfalls that so many professionals find.

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Agenda

Intro The

Synaptis 5D Process

The Effects of Change

Schedule & Approach

Top 10 Mistakes

Keys to Success

Q & A

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The Synaptis 5D Process

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Effects of Change

Change can:

• Cause people to feel bad about themselves

• Create confusion and unpredictability

• Create loss

• Generate interpersonal conflict

Resistance to Change:

• Is a normal human trait

• Is a function of personality

• Depends on perceived effects

• Depends on whether or not it is imposed from the outside

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Ask Yourself…

• What part of the organization can cope with the changes and don’t need change?

• What part of the organization cannot cope with the changes and will need to change?

• What change needs to take place?

• Who needs to know about the change?

• Who can help make the changes?

• How should we make the changes?

• How will we know that we effectively implemented the right changes?

• What are the opportunity costs of making the change?

• What are the opportunity costs of not making the change?

Does my project need a change

readiness strategy?

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Change Readiness

Measure results

Change occurs

Prepare for

change

Plan for change

Identify impact of

change

Strategic Planning for Change

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Schedule & Approach

Timing 10-12 Months Prior to Go-Live

Phase Change Readiness Introduction

Activities •Define Business Process (BP)

•Review current BP to understand and document changes

•Review Fit Gap Analysis and identify needs for various groups

•Determine budget availability for training and communications

•Decide on Training Resources (internal or outsourcing)

•Decide on Communication Resources

•Implementation Project Team Training

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Schedule & Approach (cont.)


Phase Discovery

Activities •Define user groups and training advocates

•Perform a formal training needs assessment

•Develop a training plan

•Create and distribute a Communication Plan

•Determine who receives what communications and when

they should receive them

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Phase Design

Activities •Curriculum Outline

•Development Styles & Standards

•Training Prototypes (Interface design, formats, etc.)

•Change Management Concepts (Messaging, Topics, Graphics,

etc.)

•Conference Room Pilot (Functional Fundamentals Training)

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Phase Execution/Development

Activities •Establish a cut-off date

•Create a replica of the test database

•Develop and test the training materials

•Schedule the classes

•Determine ROI indicators

•Communications

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Phase Checklist

Activities •Confirm classroom reservations

•Identify a materials maintenance team

•Reproduce and ship training materials

•Post online reference and training content

•Integrate and test WBT content

•Confirm database refresh strategy

•Deliver training

•Bring up your help-desk during training

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Timing 1 week – 1 Month Prior to Go-Live

Phase Delivery

Activities •Train-The-Trainer Delivery

•Pre-requisite WBTs and UPK

•Classroom Training

•Virtual Classroom Training

•Practice Exercises in the Training Database

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Timing Post Go-Live

Phase Determine

Activities •Evaluation

•Establish a content maintenance & sustainability plan

•Training Rovers & OTJ Support

•Help Desk FAQs Analysis

•Provide on-going support

•Conduct technology foundation training

•Refresher & New Hire training (if needed)

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Top Mistakes Made in Implementation & Upgrade Projects

Time

Misguided Objectives

Cutting before you measure

Developing in a Silo

Ignoring key areas of change

Underestimate impact of change

Training and communication Is irrelevant

One and done

Forget governance

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Keys to Success

Training should be involved in the early stages of the implementation project

Market the new strategy/tool/training – focus on benefits

Allow plenty of time for discovery and design activities and don’t forget contingency planning

Distinguish between “nice to have” and “need to have”

Use exercises and scenarios that are realistic and relevant

Provide training in context of how the work is really done

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Communicate commitment through all levels of the organization

Show the Big Picture: communicate the upstream and downstream impacts of change

Train often, provide opportunities to reinforce and practice - move from “using” to “mastering” through frequent opportunities for advanced training

Close the loop between training and support

Keys to Success (cont.)

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Thorough Fit Gap Analysis (business process and systems differences)

Consistent procedure for documenting Business Processes (Set Expectations for SME’s)

Training Assessment (project teams, end users, management, SME’s, and executives)

Include Training Assessment, Marketing, Development, Delivery, and Maintenance in Master Project Plan

Include End Users, Key User, Super User, and SME’s in the training development process (Get Buy In)

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Include big picture information in training

Dedicate project team for training management, development, review, and delivery

Implement process and technology to support training (UPK, LMS, Standards and Style Guides, etc)

Minimize software changes once training development begins

Plan for a strong on-going curriculum maintenance program

It is not possible to over-communicate when it comes to change!

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Summary

Avoid key mistakes

Assess the need

Create timelines

Plan and prepare for change – communicate!

Provide effective training

Provide performance support

Plan to keep materials current

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Passion, Accountability, Ingenuity, Dedication

15 years of success - founded in 1999

A training services organization that assists people in:

– Business process and workflow adoption

– Change Readiness

– Maximizing technology

– Improving job performance

– Achieving company objectives

Core Competency is customized, blended change readiness solutions for Enterprise Software Systems (Oracle, PeopleSoft, JD Edwards, SAP, Siebel, Hyperion, & bolt-ons)

Primarily Fortune 1000 clients; trained over 500,000 people worldwide

Synaptis provides customized services that focus not only on maximizing technology, but also using knowledge to improve performance

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Testimonials

• “Synaptis has successfully introduced UPK to our company and it is now our standard systems training platform”

Liviu Dedes, VP of Organizational Development

& Effectiveness, Aramark Corporation

• “Synaptis was absolutely great. They were able to anticipate our needs and give us all of the information we needed to make necessary decisions. Everyone was helpful, kind, fun and absolutely GREAT! Just what we needed… Thank you so much for working with us. I’m not sure we could have done it without you!”

Lindy Stevens, Technical Project Manager , MICROS

Systems, Inc.

• "Synaptis is an All-Star when it comes to UPK. Their technical and design expertise made our PeopleSoft HR conversion project a success.”

Time Warner Cable

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Learning Solutions

Chris Hamill – x 631

[email protected]

Pat West (President) – x 618

[email protected]

Sales

Robin Meehan – x 682

[email protected]

Brittany Curry – x 632

[email protected]

Questions? Call (919) 844-5840

Q & A

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Upcoming Webinars

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Thank You

On behalf of TrainingIndustry.com, thanks to:

Today’s Speaker: Chris Hammill

Today’s Sponsor: Synaptis

All of you for attending

Questions or Comments?

Please contact Nabeel Jaitapker:

[email protected]

Twitter: @NabyJ

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