change acceptance - catherine hellebaut

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Change AcceptanceCatherine Hellebaut

Speaker : Catherine Hellebaut

3M Europe n.v. Lead Lean Six Sigma Black Belt, IT EMEA

NSI Deployment Manager, Europe

23 years in IT EMEA Program Manager Demand Management

IT Manager 3M Belgium

Responsible for AD Methodology since 2006 (NSI)

LSS BB since February 2009

[email protected]

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You can build the most wonderful solution in the world, but if people

don’t want to use it, your project has failed.

One could even call it Lean Waste…

Symptoms of poor Change Acceptance

The application you built is not being used…

The application you built is being used after go-live, but pretty soon people are reverting back to their old way of working…

You successfully built a new application, but the deployment effort is taking much longer than expected…

…

Change Acceptance Iceberg Goals

Technology

Structure

Policies and Procedures

Products

Financial Resources Perceptions

Attitudes

Feelings

Values

Informal interactions

Group norms

Losses/Gains to individuals

Change is the law of life. And those who look only to the past or present are certain to miss the future.

John F. Kennedy

Dynamics of Change

People will:

feel awkward and self-conscious.

focus on what they think they will have to give up.

feel alone, even if others are going through similar change.

be at different levels of readiness for change.

handle only so much change.

be concerned resources will be inadequate.

revert to old behaviors without pressure.

What is Change Acceptance ?

Q x A = E

Quality of solution (deliverables)

Acceptance of change (people transition occurs)

Effectiveness of project

So, how to avoid issues with poor Change Acceptance ?

1. Know what you're up against

You can never start too early

Know who is affected by the change

Understand how you are impacting them

Direct impact as well as down-stream impact Not just your core team !!

Assess the situation Supportive, Neutral, Against ?

Where do they stand now ?

Where do you need them to be for your project to be a success ?

Stakeholder analysis

Don't make assumptions Objective data

Interview key stakeholders

Survey potential clients

Understand who the key influencers are And think about influencing tactics

Are your project sponsors on board ?

Internal clients vs. external clients Don't always know who your external clients will be ?

2. Address the issue

Build and execute a communication and training plan

Adapt to the outcome of your stakeholder assessment

How big is your challenge ? Who do you need to talk to ?

What do you need to talk about ?

How frequently do you need to communicate ?

Think about the right communication and right medium for the right audience


WIIFM vs. Compelling Business Case

Think about a Transition Map (from -> to)

Have an elevator speech ready


Create a shared vision What does the future look like ?

How do we get people engaged ?

Awareness

"in their eyes"

Inform

Understanding

"in their mind"

Clarity

Acceptance

"in their hart"

Convince

Engagement

"in their work"

Engage

3. Repeat and adapt

Repeat your Stakeholder Assessment throughout the different phases in your project

Adapt your communication and training plans to the results

4. Get Help

In case you are facing a huge Change challenge Discuss this with the project sponsors and champions

Don't hesitate to get professional help HR Department

Consultancy

Stuff to Google

GE CAP "Change Acceleration Process"

"IBM Better Change Method"

change acceptance - catherine hellebaut

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