Analytics capability is emerging to be one of the most critical capabilities for companies in the digital world. How effective a company is able to use data to drive efficiency, effectiveness and overall business improvement is the ultimate competitive advantage. Through the ability to use data companies can improve decision making and greater ability to execute on its strategies.
In the same manner how effective a company is in building change analytics capability is emerging to be a critical capability in implementing change.
Download our infographic to understand more about the key elements in building change analytics capability in your organisation.
Change Data – Have you ever wanted to influence business decision making? Do you ever feel that your gut is telling you something quite compelling but you’re not able to influence your stakeholders?
Data is king. With data you will be able to influence key decision makers and be at the business decision making table.
There are a few steps involved in this. Data is data. The trick is to turn data into meaningful information. A way to do this is through data visualisation. With the right visualisation data can be extremely powerful and allows you to see what the story is. Different aspects of data visualisation provides you the tools to tell a compelling change story about what is going to happen.
You need to approach data with a hypothesis and through analysis generate insights and therefore recommendations.
From a change management perspective, organizations are overflowing with data that are waiting for assessment. Other change data, including risk, is spread out across shared drives from teams, systems, and specific computers.
Different aspects of data are all highly valuable in its own right. However, they are rather useless unless there are systems and processes in place to capture and analyze it. Democratizing the use of data in the organization make tactical, operational, and strategic decisions based on the information.
Your change management function is part of that – is a change project in its own right. And change management can help predict the success or failure of the initiative if done correctly in a data-driven way.
Change data will then need to be considered with other business data and considerations in a holistic decision making process by senior managers or the PMO.
To understand further, we you can check out this infographic on how data can be transformed into actionable insights. Click on the link below to download the infographic:
Ever wondered how an effective senior leader drives cultural change? What are some of the mechanisms and steps in which to truly influence and materialise targeted cultural behaviours over time?
Watch our exclusive interview with the CEO of Manulife Philippines Richard Bates as he talks about driving change at Manulife.
Change Management outcome is the holy grail, and virtually all organisations are undergoing change. Now more than ever, companies are challenged with multiple layers of driving change simultaneously. What is applicable in this situation is not about a particular methodology of implementing a change program. It is all about implementing simultaneous changes, at the same time. There is no luxury of just focusing on one change at a time, the result of competitive, industry, and environmental challenges.
As change practitioners we work closely with our colleagues in Operations to get ready for, implement, and fully embed changes. So how do our colleagues in operations view and manage change initiatives?
Operations as a function is focused on managing performance and delivery to ensure that the business runs smoothly, with little disruptions, and that performance measures are achieved. Operations is focused on resource management, efficiency, and achieving the various operational indicators whether it’s customer satisfaction, turn-around time, average handling time, or cost target.
When times are hectic and a lot is going on with multiple change initiatives, the key focus for Operations is on managing people’s capacity. Key questions would be “Do we have sufficient time to cater for the various changes?”, and “Will we exceed our change saturation level?”. This is a critical question to answer since the business still needs to run and deliver services without negative change disruptions.
From an Operations planning perspective ‘change capacity‘ is often reduced to the time element, especially those impacting frontline staff.
For example:
What are the times required to reschedule the call centre consultants off the phone to attend training?
How much time is required in the team meeting agenda to outline the changes that are being rolled out?
What is the time involvement of change champions?
Though these are all critical questions clear answers will help Operations plan better to face multiple changes. However, this is not adequate. There is more to planning for multiple changes than just focusing on the time element.
Using the lego analogy to manage multiple changes
We all know LEGO as kids. To build a car we start one brick at a time and see how we go. We experiment with different colours, shapes, and sizes. We make do with the bricks we have and use our imagination to come up with what a car would look like. Sometimes we get stuck and we may need to tweak our bricks a little, or sometimes start from scratch.
It is the same as implementing change initiatives. In order to take people along the journey, we implement a series of activities and interventions so that our impacted stakeholders are aware, ready, committed, and embed the change. The design on the change journey is the process of determining what LEGO bricks to choose. There is no shortcut. It is not possible to build a building without each necessary brick to raise the building up. In implementing change, we also need to lay out each step in engaging our stakeholders.
McKinsey studies over decades have told us that one of the most critical factors to focus on in ensuring change outcome success is clear organisation-wide ownership and commitment to change across all levels. This means that when we design each change brick we need to ensure we target every level of impacted stakeholders.
For example:
Team Leaders: How often do we want Team Leaders to talk about the changes to their teams before the rollout? What content do we want them to use? Do they know how to translate the message in a way that resonates? Do we want them to tell compelling stories that talk to the what, why, and how of the change?
Managers: How are managers made accountable? What metrics are they accountable for? What mediums do we want them to use to engage their teams? What are the consequences of not achieving the outcomes?
Senior Managers: Through what mediums do we expect senior managers to engage their teams about the changes? How do we ensure that they are personally accountable for the success of the change? How are they involved to ensure they own the change?
Looking at the above you can see that for complex change there may need to be a lot of bricks in place to ensure the change outcome is successful!
Going back to the issue of facing into multiple changes, how do we play around with the bricks to ensure that multiple changes are successful? The same way that we play with LEGO bricks!
Look at the colours of the bricks. Do certain colours belong together? When we look across different initiatives, are there similar or common behaviours that can be better linked together to tell a compelling story? Do they support the same strategy? Can there be a joint campaign for these changes?
Is the overall LEGO structure going to be intact? What are the impacts of the various changes happening at the same time in terms of focus, performance and change outcome? Have we exceeded the likely ‘mental capacity’ for people to stay focused on a core set of changes at any one time? Will the pieced-together structure collapse due to having too many elements?
Look at the sizes of the LEGO structures. During implementation when we have both larger and smaller initiatives being executed at the same time, will the larger ones overshadow the smaller ones? If so what are the risks if any?
Re-jig or re-build parts of the LEGO structure as needed to see what it looks like. In a situation where we want to see what the changes look like before we action it, it makes sense to visualise what would happen if we move timelines or change implementation tactics
Example of data visualisation of ‘re-jigging’ change implementation timeline with The Change Compass using different scenarios.
Just like in building LEGO, for change initiatives we need to be agile and be flexible enough to play with and visualise what the change outcome could look like before pulling the trigger. We also need to be able to tweak as we go and adjust our change approaches as needed. In facing the multitude of changes that the organisation needs to be successful, we also need to be able to play with different implementation scenarios to picture how things will look like. Each brick needs to be carefully laid to reach the overall outcome.
Careful consideration also needs to be how all the bricks connect together – the analogy that the change outcomes across initiatives can be determined by how we’ve pieced together various pieces of LEGO for them to make sense, and result in the ownership and commitment of stakeholders.
Have you ever wondered why change management deliverables are structured and sequenced the way they are?
Deliverables are defined as the data that is put in use in every activity in a change-management. Besides activities, deliverables can form an integral part of any change management project.
There is an inherent logical flow from which change deliverables feed into the next. This means that subpar quality in the deliverable earlier on happens if the work is inadequately carried out. Also, this will likely flow into the rest of the deliverables.
Change deliverables start out very high-level. Earlier in the project development lifecycle, there is a lot of unknown details. Moreover, there are lots of questions that cannot be answered about the nature of the change. More details presents itself as the project progresses through each phase. Therefore, the change practitioner is able to populate and document various details. Including what the change means and how stakeholders will be impacted.
Eventually, each change deliverable contributes to the next, resulting in a detailed change plan. The change plan is a culmination of a detailed understanding. Also, it’s an assessment of the impacted stakeholders and what the changes will mean to them. Therefore, the respective change interventions that are critical to transition these stakeholders from the current to future state. Communications and engagement plan as well as learning plan also form a core part of the change plan.
Along with the change management process, they create a system for managing change. Good project managers apply these components effectively to ensure project success. Whether it’s a sudden change of personnel or an unexpectedly poor quarter; Change managers are adaptable enough to apply the appropriate changes to your plan to accommodate your company’s new needs.
