Why do we need Change management post go live? What are the Best Practices highlights What does "post go live" Change Management look like? What are the risks of cutting Change Management short And the Top 5 tips from our consulting team!

1. Life after go live:
What Change Management can do
Presented by:
Catherine Smithson
May 2017
Change Community
of Practice Webinars

2. Introducing Being Human
• Founded in 1993
• Our mission: develop change-
capable people and
organisations so they achieve
the benefits of change
• Prosci Primary Affiliate
Australia and New Zealand
since 2006
2

3. Agenda
• Why do we need Change
management post go live?
• Best Practices highlights
• What does "post go live" Change
Management look like?
• The risks of cutting Change
Management short
• Top 5 tips from our consulting team
• Q&A
• Your experiences?
3
“Life comes at us in waves. We can't predict
or control those waves, but we can learn to
surf.” Dan Millman

4. Top 3 reasons why we need Change
Management post go live
1. To ensure we achieve our
target adoption rate
2. To ensure people use the
change proficiently
3. To sustain the change
over time
4
To deliver the outcomes and results
from the change!

5. Reinforcement – a key phase of Change
Management
5
Awareness
Desire
Knowledge
Ability
Reinforcement®
The Prosci
®
ADKAR
®
Model
The Prosci 3 Phase Process

6. All too often, R = MIA
Why?
• Too busy!
• Project has finished
• Everyone is focused on the NBT
• Too hard to measure and monitor
adoption and proficiency
• We’ve never done it
• No buy in for it
• No budget or resources for it
• Others?
6

7. 7
The change is not the project
Current
state
Transition
state
Future
state
Technical Side
People Side
Design
Deliver
Develop
Embrace
Use
Adopt
Results
Outcomes
Success
é
Go
Live
Target
adoption &
proficiency
achieved

8. Post go live activities drive better project results
42%
68%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Did not plan
reinforcement and
sustainment activities
Did Plan
Percentageofrespondentswhometor
exceededprojectobjectives
8
44% of
respondents
allocated
resource to
reinforcement
activities
Key roles:
• Managers of
impacted groups
(50%)
• Change
Management
resource/team
(38%)
• Project leader
(26%)
Prosci 2016 Best Practices in Change Management Benchmarking Report.
1120 participants in 56 countries. Prosci copyright 2016 c

10. What does post go live Change Management
look like?
• Measurement & reporting of usage
• What % of end users have adopted
the change?
• Any pockets of resistance?
• Preparing managers at all levels to
coach and sustain the change
• Recognition and celebrations
• Lessons learned – post implementation
review
• What worked well on the people side?
• What would we do differently next
time?
10

11. The risks of cutting Change Management short
at go live
• End users may not adopt & use as
expected - so benefits will be reduced
• Resistance to change needs to be
reversed… not rewarded
• End users may struggle with the
Knowledge and Ability to use the
change effectively
• People can go back to the old ways of
working…
• Others?
11

12. 12

13. Tip 1: Make the case for post go live Change
Management at start up
• Plan your approach to making the case for CM post go live
• Connect to the purpose of the change - what will success look
like?
• Avoid complexity and bogging down in detail - use simple
tools and questions as conversation guides
13

14. How well are individuals
performing compared to the
level expected in the design
of the change?
How many employees
(of the total population) are
demonstrating “buy-in” and
are using the new solution?
How quickly are people up
and running on the new
systems, processes and job
roles?
Speed of Adoption Ultimate Utilization Proficiency
3 People Side Factors
Determine results from change
© Prosci Inc. All rights reserved www.change-management.com

16. Adoption
contribution
Installation
contribution
Adoption
contribution
Installation
contribution
Adoption
contribution
Installation
contribution
How much of your expected results and
outcomes depends on adoption and usage?
Future
Adoption
contribution
Installation
contribution
20%
50%
80%
Adoption Contribution = People Dependency of ROI
None AllHighLow Medium
Portion of benefit
that depends on
individual transitions
(CMROI)
© Prosci Inc. All rights reserved www.change-management.com

17. Take a tailored approach
When benefits have a medium-high dependence on
people using the change
we need
a strong focus on measuring and maximising usage and
proficiency post go live
When dependence is low.. ….not so much
17

18. Tip 2: Include reinforcement in your Change
Management Strategy
• Include resourcing for the
Reinforcement phase in your
Change Management strategy
• Have the reinforcement plan and
resources endorsed by the Steering
Committee / Program Board
• If the project team is heading off into
the sunset soon after
implementation, allocate change
resources for the reinforcement
activities

19. Tip 3: Role clarity is your friend
Ensure there is clarity during the
planning, managing and reinforcing
change phases:
• Who has employee facing roles
• Who has enabling roles
• Who "owns" the change
• Who is holding business owners
accountable for reinforcing and
sustaining the change so benefits
are delivered
19

20.
• Identify the business owners who will be responsible for the change in
BAU early in the planning process
• Involve them from the start so they understand and own their role and
have needed
• Include this in your change strategy
• Get Sponsor’s sign off and support for their role
• TIP: Use the Prosci Managers Change Competency Assessment to
guide your coaching with managers
20
Tip 4: Involve the business owners

21. Tip 5: Stay connected to your Sponsor
• Work with your Sponsors well into the
post go live
• Ensure reinforcement activities are
included in the primary Sponsor
roadmap
• Sponsors need to stay active and
visible, working with the sponsor
coalition and communicating with
employees
• Continue the Steering Committee /
Program so that reinforcement and
return on investment are the key
agenda items
21

22. • Help desks
• Change Champions
• Super user networks
• Others?
22
FINAL TIP: Put support systems in place