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The CMO – One Size Fits All?
Jake Julia, Ph.D. Brenda SpriteNorthwestern University Navigator Management Partners
Session Presented at the Inaugural Global ACMP ConferenceMay 3, 2011
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Introductions
Brenda SpriteSenior Consulting Professional and Change Leadership Practice Lead,Navigator Management Partners
Jake JuliaAssociate Vice President for Change Management and Associate Provost for Academic Initiatives,Northwestern University
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Overview
• Realizing the Strategic Value of a CMO
• An Adaptable CMO Model
• CMO Roles
• Real-Life Examples
• A Transitional Road Map
What’s in this session for you?
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Incr
easi
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Dec
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pro
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Turnover of valued employeesTangible customer impactActive resistanceOpt-out of the change
1st communication or1st rumor
Time
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Productivity lossEmployee dissatisfactionPassive resistance
Prosci’s Flight Risk ModelCopyright Prosci 2009.
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Change Is Exponential
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The CMO Defined
• Is unique to each organization
• May be organization-wide or project-specific
• Contains a core of change management professionals
• Applies a consistent methodology
• Aligns change management initiatives with organizational strategy
The Change Management Office …
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The CMO Model is Spreading
Organizations around the world are moving toward a CMO …
Defense Energy Support Center
United Nations
Virginia Department ofSocial Services
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A CMO Model
A CMO provides a proactive, organized and consistent perspective …
… to get repeatable and sustainable results
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CMO Roles
The Change Management Office may contain a variety of roles …
RoleCMO
FundedBusiness Funded
Change Management Strategist
Communications Strategist
Learning Lead
Talent Management Lead
CM Project Advisor
Business Unit CM Partner
Strategy
Communications
Talent Management
Learning
CM Project Advisor
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Benefits of a CMO
• Constant core of Change Management professionals
• Strategically-aligned benchmarks
• Appropriate level of dedicated Change Management support across projects
• Right Change Management resources at the right time, to support the dynamic nature of projects
• Built-in mechanism to gain business unit acceptance
Your organization could benefit by creating a CMO …
Centralizing Change Management expertise and support minimizes the impacts of future planned changes and provides a mechanism to
evaluate and sustain human performance in the future
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The CMO Model is Spreading
Organizations around the world are moving toward a CMO …
Defense Energy Support Center
United Nations
Virginia Department ofSocial Services
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The CMO in Action – Northwestern University
Northwestern University is a private research university founded in 1851 …
• 3 campuses
• 12 schools
• 16,475 students
• 2,500 full-time faculty
Annual Operating Budget = $1.8 billion
Total Research Awards/Grants > $557 million
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The CMO in Action – Northwestern University
The Office of Change Management was established in 2000 …
• The Provost and Senior Vice President for Business and Finance recognized the need to enhance academic and administration structures, policies, work processes and systems
• Significant organizational complexity
• Initially created for a three-year period
The mission of the Office of Change Management is to initiate and accept change
efforts that facilitate the improvement of people, processes, and systems
for the university community.
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The CMO in Action – Northwestern University
The OCM continues to report jointly to both academic and administration leaders …
• Provost (Academic operations)
• Senior Vice President for Business and Finance (Administrative operations)
The Office of Change Management has five team members …
Associate Vice
PresidentTwo Directors
Program Assistant
One Project Manager
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The CMO in Action – Northwestern University
The CMO is governed by the Change Management Advisory Group …
• Comprised of deans, faculty and senior staff
• Provides ongoing input and guidance on the development and execution of the University’s change agenda
• Monitors progress on implementing change agenda initiatives
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The CMO in Action – Northwestern University
The CMO has six key areas of focus …
1. Improve organizational effectiveness
2. Help enhance cross-unit work processes
3. Identify and facilitate process improvement efforts
4. Implement major administrative systems
5. Facilitate cultural change
6. Improve quality of service across the University
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The CMO in Action – Northwestern University
The CMO helps campus units realize results by…
• Facilitating the identification of an issue/problem
• Diagnosing the issue/problem
• Developing a plan/process/solution for addressing the issue/problem
• Implementing the solution to the issue/problem
• Developing assessment mechanisms to measure the outcomes of change efforts
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The CMO in Action – Northwestern University
Recent change initiatives include…
Financial Management Systems Replacement
School of Communication Curriculum Restructuring/ Outcomes Assessment
University Hospital Partnership DisaffiliationResidence Hall
Security InitiativeNU
Professional Schools Financial Model Review
Feinberg School of Medicine Administrative Roles and Responsibilities Framework
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The CMO in Action – Northwestern University
An Initiative Overview Template is used to organize each change initiative …
• Title:
• Purpose:
• Expected Outcomes:
• Key Individuals Involved:• Project Sponsor:• Project Leader:• Project Facilitator(s):
• Approach/Key Roles:
• Projected Timeframe:
• Potential Costs:
• Key Factors Affecting the Success
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The CMO in Action – Northwestern University
What model is right for you?
• Determine your institutional needs Is the change a specific organizational change or a systematic
change? Is the change long-term or short-term
• Develop the solution that best fits your institutional needs
Which model best fits your organization? What are some organizational culture considerations? How much will it take to address this need? Are you willing to
allocate the necessary resources? What is the plan and approach?
• Confirm visible executive/leadership support
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A Transition Road Map
Consider Span of Organizational Influence
Identify and Engage Sponsors
Build the Business Case
Define CMO Competencies
Define Roles and Create Staffing
Model
Revisit the Business Case and Secure
Funding
Launch CMO!
There is not a straight path to launch a CMO …
© 2011 Navigator Management Partners`
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Resources
• CMO Model
• CMO Role Descriptions
• CMO Functions and Deliverables
• Transitional Road Map
We want you to use the handouts from today’s session …
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Questions
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Contact Information
Brenda [email protected](517) – 282-7042
Jake [email protected](847) - 491-2912
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