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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
© Prosci. All Rights Reserved. 4
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.
© Prosci. All Rights Reserved. 5
Currentstate
Transitionstate
Futurestate
Technical Side
People Side
ResultsOutcomes
Success
Design
Deliver
Develop
Embrace
Use
Adopt
Unified Value Proposition
© Prosci. All Rights Reserved. 6
The achievements
of an organization
are the results of the
combined effort of
each individual.
Vince Lombardi
© Prosci. All Rights Reserved. 7
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. All Rights Reserved. 8
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
© Prosci. All Rights Reserved. 10
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
© Prosci. All Rights Reserved. 11
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
© Prosci. All Rights Reserved. 12
Change Impact – DefinitionsAspect Definition Example
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
© Prosci. All Rights Reserved. 13
Change Impact – DefinitionsAspect Definition Example
Processes
Systems
Tool
Job Roles
Critical Behaviors
Mindset/Attitudes/Beliefs
Reporting Structure
Performance Reviews
Compensation
Location
© Prosci. All Rights Reserved. 14
Bringing Change Impact Into Focus
We’re implementinga new CRM system
Which will be a “medium” impact on your job
© Prosci. All Rights Reserved. 15
“… 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
© Prosci. All Rights Reserved. 17
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.
© Prosci. All Rights Reserved. 18
In the Prosci Universe: Impact Index / Phase 1 / Certification
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In the Prosci Universe: Role-Based Programs
Fundamentals of Change Management
Delivering Project Results
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In the Prosci Universe: Change Scorecard
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In the Prosci Universe: Yesterday-Tomorrow ExerciseYesterday Job Aspect Tomorrow
Size of impact
Processes
Systems
Tool
Job Roles
Critical Behaviors
Mindset/Attitudes/Beliefs
Reporting Structure
Performance Reviews
Compensation
Location
Applications of the 10 Aspects
10 Aspectsof Change
Impact
© Prosci. All Rights Reserved. 23
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
© Prosci. All Rights Reserved. 24
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…
© Prosci. All Rights Reserved. 25
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
© Prosci. All Rights Reserved. 26
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
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Engage employees (co-create)
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Identify blind spots
What impacts on our people are we missing
because we haven’t defined the change at a granular enough level?
© Prosci. All Rights Reserved. 29
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”
© Prosci. All Rights Reserved. 30
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
© Prosci. All Rights Reserved. 31
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
© Prosci. All Rights Reserved. 32
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]