Change is akin to navigating through the skies; it requires careful planning, clear communication, and the ability to adapt to shifting conditions. In the same way that a well-orchestrated airport ensures the safe and efficient movement of passengers and cargo, organizations must design a robust system for change management to achieve success in today’s dynamic business environment. As we explore the intricacies of designing such a system, we’ll draw parallels to the meticulous planning and execution required in airport operations.
Data Currency: Reinforced by System Reminders
Imagine an airport where flight schedules are constantly updated to reflect changes in departure times, gate assignments, and weather conditions. Similarly, our change management system employs reminders to ensure that change initiatives are regularly updated by initiative representatives. This emphasis on data currency mirrors the real-time updates necessary for smooth operations in an airport, enhancing agility and equipping stakeholders with the latest insights to drive informed decision-making.
Source of Truth for Both Change Drivers & Receivers
Just as an air traffic control tower serves as the central hub for coordinating flight information, our change dashboard serves as a centralized source of truth for all stakeholders. This dashboard provides change drivers and receivers with comprehensive insights into ongoing initiatives, fostering transparency and alignment across the organization. Much like how clear communication among air traffic controllers, pilots, and ground staff is essential to avoid chaos in an airport, our centralized repository facilitates collaboration and empowers stakeholders to navigate the change journey with confidence.
Data-Enabled Early Detection on Impacts
Modern aircraft are equipped with advanced sensors to detect potential issues early and prevent disruptions during flights. Similarly, our change management system leverages data to anticipate and mitigate impacts before they escalate. By providing stakeholders with the tools to self-assess and identify potential disruptions, surprises are minimized, and proactive measures can be taken to ensure a seamless transition. This proactive approach mirrors the preventive measures taken in aviation to maintain safety and efficiency in flight operations.
Assigning Business Reps as “Change Custodians”
In an airport, ground staff play a crucial role in ensuring the smooth flow of operations and addressing potential issues as they arise. Similarly, designating business representatives as change custodians facilitates the exchange of critical information and ensures that potential impacts are identified and addressed in a timely manner. By acting as the frontline support for change initiatives, these representatives serve as the linchpin of change maturity, fostering a culture of accountability and ownership throughout the organization.
Continual Access to Change Success Metrics
Much like pilots rely on instruments to gauge their progress and make informed decisions during flights, stakeholders require access to real-time metrics to assess change readiness and adoption. Pulse checks and regular tracking throughout the change journey provide stakeholders with the insights needed to course-correct and adapt as necessary. Additionally, change governance routines, akin to strategic planning meetings in aviation, provide a forum for reviewing upcoming changes and fostering alignment with organizational goals.
Designing a system for change maturity requires careful planning, clear communication, and a commitment to continuous improvement, much like orchestrating the intricate operations of an airport. By embracing the airport analogy and drawing inspiration from its principles, organizations can navigate the complexities of change with confidence and achieve sustainable success in today’s ever-evolving business landscape.
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Measuring change is no longer a nice to have. It’s a must-have for a lot of organisations. A lot of stakeholders are now demanding to see and understand what is happening in the world of change. With the enhanced volume of change and therefore the increased investment made by the organisations, it’s no wonder.
Why are stakeholders demanding to see change data?
When we look across the room amongst the various disciplines, data forms an integral part of any function. Finance – tick. HR – tick, yes pretty much all aspects of people are tracked and reported. Operations – tick, as we have all types of performance KPIs and efficiency indicators. Technology – tick, since every part of technology can easily be measured and reported. Marketing – tick, as marketing outcomes are tied to revenue and customer sentiments.
With Covid it is even more the case that data is integral. We can no longer ‘walk the factory’ to sense what is happening. To see what is happening and what is going to happen stakeholders revert to data. In our virtual working environment, stakeholders require a constant dashboard of data to track how things are progressing.
Why is measuring change not an activity?
In the past it used to be that measuring change is only something you do in a project when you want to see if stakeholders are ready for the change. No more. Most organisations have a multitude of changes running concurrently. There is no choice to select 1 or 2 changes to roll out. With significant business challenges, most organisations are finding that running with multiple changes is the norm.
With multiple changes, increased stakeholder demands and appetite, measuring change is no longer just an activity. Measuring change takes a set of structured routines. It requires effective governance design. It takes experience and analytical expertise. Most of all, it is not a once-off event, it is a continual building of organisational muscle and capability. We are heading into the world of change analytics capability.
What is change analytics capability and how do I attain this?
Here are 7 core components of building and maturing change analytics capability:
1. Establishing change data management procedures and practices
This is about setting up the right steps in place so that change data can be identified, collected, and documented. This includes identifying the types of change data you would like to collect and how to go about collecting them. It will be easier to start with the core set of data required and then build from these as needed. This will reduce the risk of overwhelming your stakeholders.
After the right metrics and collection channels have been identified then it’s about building the regular routines to collect and document the metrics.
2. Sponsorship and leadership of change analytics
To really reap the value of change analytics you will need to gain the blessing and sponsorship of your leaders. Well, at least in time. In the beginning, you may need some time to come up with compelling data that tell the story that you want them to before you show your leaders. Eventually, without strong leadership buy-in, change data will not be effectively leveraged to make business decisions.
Getting your leaders’ blessing isn’t just a verbal exercise. It means that they are signing-up to regularly review, discuss and utilise change data to realise business value.
3. Build talent and organisation to support change analytics
Think about the various stakeholders and what you need them to understand in terms of change data. The way you educate stakeholders will be different to how you educate operations managers or the PMO. Plot out how you plan to help them get familiar with change data. Do you need particular roles to support data analysis? Is it a Change Analyst who is focused on the regular upkeep and consolidation of change data? What roles do you need other team members to play?
4. Insight generation
With a full set of change data infront of you, it’s now time to dive into them to generate insights. What is the data telling you? How do they support other data sources to form a clear picture of what is happening in the workforce? Is the data accurate and updated? Generating insights from the data takes skills and experience. It takes the ability to integrate different sources of data outside of change data themselves.
5. Insight application
This is about setting up the right routines and processes so that any insights generated may be discussed and applied. It could be through various governance forums, leadership or planning meetings that insights are shared and socialised. An integral part of this step is applying the insight by making business decisions. For example, do we delay the initiative roll out or invest more to support leaders? Are there reasons for us to speed up roll out to support the workforce?
6. Change analytics capability development
Change analytics is a capability.
With good change data emerging, you also need to have the right people with the right skills to collect, process and interpret the data. You may also want to think about which teams need what analytical skills. Do you have people in the team who are sufficiently analytical and data-oriented? Do they know how to interpret the data to form trends and predictions?
You may want to think about organising capability sessions or training to strengthen data analysis skills. Are there members in the different governance bodies that need support to be more confident in using change data?
7. Realising business value through change analytics
The last part of the equation is realising business value through change analytics. This is about tracking and documenting the value realised through using change analytics. It could include incidents where the business decision made has lead to significant risk reduction or operations protection. It could be enhanced leadership confidence mitigating risks in negative customer experience. Tracking value generated is critical to make clear to stakeholders the value of the overall investment.
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The term “single view of change” is starting to gain more popularity and organisations are starting to understand why they need this and what it looks like. The term refers to an artifact that shows the different change initiatives being mapped together. This is usually presented in a calendar format that shows when the initiatives will impact the organisation over time. In this article, we will look closely at what the single view of change is, what stakeholders are looking for in this artifact and how to use it.
Typical formats for single view of change
Red, amber and green cells for each project across time
Business unit based heatmap across time
Here are some examples from The Change Compass as reference.
Different views may be selected for the HeatmapThe data may be grouped/ordered by different fields (Go-Live is shown as a star)
In the past year there has been increasing interest from organisations talking about single view of change (SVOC) and wanting to derive this view. What we’ve observed at The Change Compass are the following trends:
Senior managers or executives are often the ones who are requesting the SVOC.
This usually arises as the number of change initiatives starts to increase and there is feedback that there could be too much change for employees to handle or change fatigue. This is not a surprise given the companies are already struggling to keep up with competitive, technology, and regulatory changes. Covid has added to these changes and compounded the overall change load.
Senior managers are after data to make decisions on. And managing change is no exception. Gone are the days when managers can make decisions based on opinions and hunches. With Covid, there are employees working remotely and so performance needs to be managed based on data – there is simply no other way. In a similar vein, change data is integral to making business decisions.
An example of stakeholders requesting SVOC
When I was the Head of Change at National Australia Bank there was a strong focus on deriving a single view of change. This was not always the case. There were constant complaints from employees that there was too much change. On the other hand, senior managers often responded with “we’re still able to run the business and the business has not broken, so let’s keep going”.
One of the key reasons that senior managers were requesting SVOC was that initiatives are by design in silos. Each initiative team designs the initiative independent of other initiatives. From a technical perspective, there are various architects who are accountable for advising on what the technology stack should look like and what is in the best interest of the organisation across initiatives. However, from a people change perspective there were no practices in which changes across the board are harmonised and sequenced.
Eventually, at National Australia Bank we built a clunky way of capturing change impact data that did meet stakeholder needs. My realisation was that stakeholders that request SVOC were not after the artifacts per se. In fact what they were after most were:
Determining when there would be too much change saturation leading to change fatigue
Ability to determine what needs to be moved and how/when initiatives can be moved if there is contention
Understanding key risks that could arise in executing on a range of change initiatives that could disrupt the business or impact initiative benefit realisation
Understanding what change activities are organised and how they are impacting business-as-usual operations so that effective resourcing can be in place
What this means is that stakeholders are asking for SVOC, when they are really asking for a way to manage the change portfolio in a way that reduces risk for the organisation and maximise benefits targeted. Managing change at a portfolio level is a new concept and discipline for most organisations.
Over the years in working with organisations through The Change Compass, I’ve noticed the following trends across different organisations when it comes to creating and using SVOC.
Change saturation can mean different things to different stakeholders. This reflects on the different parts of change management focus areas for organisations. Some focus on the humanistic aspects of change for individuals. This includes the personal experience and stress of change fatigue. Others focus on the impacts of business performance and resourcing.
Some of the presented reasons for change saturation
“Our employees tell us there is too much change”. This needs to be carefully considered when providing feedback to senior managers. Some could be skeptical of the feedback and respond with comments such as “there are always complaints about too much change”. A balanced view including employee feedback as well as other business indicators would be advised. For example, efficiency levels or absenteeism.
Not adopting a change portfolio approach – Just seeing the risks and business problems with SVOC will not necessarily resolve the issues. It is about making business decisions with the information that will create impact.
Poor portfolio management – If this is the reason then most companies have poor portfolio management because change portfolio management is still in its infancy for most organisations.
Responses of execs determine the outcomes – some still insist on persisting with change in the face of change saturation. From what we have seen a lot of senior managers usually learn from the aftermath of change saturation before they will make decisions to avoid it in the first place. Help your senior managers to understand the consequences and what it means to business data. Of course, the more detailed data you can provide the more convincing your argument is going to be.
Because companies haven’t invested in people capability – Having better change capability can impact the way employees perceive and undergo the change journey. More change mature teams tends to be able to absorb more and faster changes than those who are less mature. However, change maturity takes time and investment to build and is not a lever that can be pulled overnight.
Not effectively setting expectations and agenda for what is coming. Setting clear expectations is the first step. Without knowing what changes to expect the change outcome could be impacted. However, this is only one part of the change equation. Having achieved clarity of expectation is just the first step. There are lots of other steps to take to create an effective change journey.
External factors affecting the load of change may not be easily filtered by the organisation. Lots of organisations are facing multiple impacts of change from different arenas, technology, regulations, competition, and other industry changes. In many cases, the changes piled on top of each other creating a significant change load that cannot be easily moved out. In this case, organisations need to be realistic about what can be achieved given this load of change. Would investing in capability help to lift the ability to undergo a heightened change volume? Can we package changes so that they are more streamlined and integrated, and thereby reducing cognitive load for impacted employees?
The role of change practitioners
Through using a SVOC change practitioners can play different roles in adding value to the organisation.
Change portfolio management: Managing a portfolio from a change impact perspective is a role that can add significant value. The benefits of adopting a portfolio approach can result in initiatives being harmonised. From the user perspective, changes are better linked and grouped versus being isolated from each other.
Architecting and designing delivery: With better alignment and synchronisation, initiative rollout can be better designed as a whole, with a convincing set of strategies and themes that make sense for impacted employees.
Executive consultation and influencing: Armed with data it is much easier to influence senior executives. The trick is to select the few data visualisations that tell the story of key risks to the organisation, and the size of the problems involved. This also needs to be paired with recommended solutions.
Business change capability building – With SVOC change capability building is not just about rolling out generic skills, but targeted content delivered at the right junctures to equip the business with the right skills to be better equipped for a targeted set of changes
Next steps
Are you working on a SVOC? Do you have questions? If you would like to talk to us to understand how others have fared in their SVOC journeys click the following button to book time. We’re happy to share with you some of the tips and tricks in deriving SVOC.
Captured during a 5-day trek in Tasmania’s southwestern wilderness known as the Western Arthurs, this photograph reflects a journey undertaken four years prior, just before devastating bushfires swept through Tasmania, altering its pristine landscapes. The region, notorious for persistent rain and limited sunshine, graced us with consecutive sunlit days, making it a standout global hiking experience, rivaling trails in the Italian Dolomites, the Himalayas, and the Canadian Rockies.
Embarking on a 5-day expedition in Tasmania’s southwest demands self-sufficiency—carrying all your food, drinking from rivers, and sleeping in a tent with no huts or running water. The solitude is profound, with few fellow hikers; most of the time, it’s just you and Mother Nature.
Childhood lessons painted Mother Nature as a battlefield for survival, where each tree competes fiercely for sunlight, nutrients, and dominance over the land. However, this narrative is challenged by Suzanne Simard, a professor of forest ecology at the University of British Columbia. Over two decades of study revealed that a forest’s essence lies not in individual tree struggles but in subterranean partnerships. Simard unveiled the symbiotic relationship between trees and fungi, known as mycorrhizas—thread-like fungi merging with tree roots. They aid trees in extracting water and nutrients, receiving carbon-rich sugars produced through photosynthesis in return. (For more details, refer to the New York Times article.)
Mycorrhizas serve as the connective tissue of the forest, intertwining trees of different species through an extensive web. This transforms the forest into more than a mere collection of trees. In times of crisis, a tree at the brink of death may altruistically share a substantial portion of its carbon with neighboring trees. The forest thus emphasizes cooperation, negotiation, reciprocity, and selflessness alongside survival and competition.
Remarkably, this ecosystem mirrors the principles of effective change networks. A change network possesses the capacity to reach every individual in a company. Unlike being confined to a specific business unit or hierarchy level, a well-designed change network transcends organizational boundaries.
Let’s delve deeper into the characteristics of a robust and efficient change network…
1) Project-agnostic
In the dynamic landscape of change networks, a paradigm shift from the traditional project-specific model to a project-agnostic approach emerges as a strategic imperative. The conventional methodology, with its exclusive focus on single projects, often results in a staggering 69% of projects achieving initial objectives, while 15% are considered failures. This project-specific model, besides its high failure rate, also contributes to significant resource wastage. Identifying, training, and sustaining a robust change champion network for each project frequently overshoots the project’s lifecycle, hindering desired outcomes and accounting for the 70% failure rate in projects.
Contrastingly, a more efficient paradigm involves nurturing change champions with the ability to support multiple projects. This not only optimizes resource allocation but also aligns with the agile principle, as highlighted by the 56% of companies that exclusively use a single project management methodology.
These versatile change champions, akin to Starbucks’ “My Starbucks Idea” initiative, play a pivotal role in connecting the dots across projects, providing invaluable insights, and fostering a culture of collaboration. Starbucks’ successful implementation of change through customer-driven ideas, resulting in over 5 million monthly page visits, is a testament to the power of adaptable change networks.
Drawing a parallel to the natural world, where mycorrhizas take time to strengthen and fortify the forest, change champions undergo a transformative journey with each project involvement. Their sustained engagement refines their change management skills and delivery expertise, enhancing their proficiency with every endeavor.
The diverse and creative approaches observed in change champions, ranging from themed outfits to innovative reminders, reflect the adaptability crucial for effective end-user engagement. This adaptability serves as the cornerstone of a thriving change champion network, where experimentation and varied strategies contribute to its vibrancy and success. Similar to the ever-evolving forest ecosystem, change networks flourish when nurtured with creativity and adaptability.
2) Cuts across layers
In the realm of change networks, adopting a project-agnostic approach emerges as a strategic shift from the traditional project-specific model. The conventional method involves forming change networks tailored exclusively to a single project, with champions disbanded at the project’s conclusion.
However, this model poses inherent challenges, leading to significant resource wastage. The effort to identify, train, and sustain a robust change champion network for each project often exceeds the project’s lifespan, impeding desired outcomes.
To address this, the change champion network needs to cut across not only different parts of the business but also different layers of the organization. A lot of change champion networks are designed at the mid-layer of the organization, typically involving middle managers. While middle managers can influence the outcome of the change more than frontline staff members, relying solely on this layer may not be sufficient.
Here’s why:
Detail Feedback: Middle managers are often not the ‘end users’ of systems or processes, making it challenging for them to provide detailed feedback on the suitability of the change, sentiments of end users, or necessary adjustments in the change solution.
Signal Loss: Depending on the organization, there may be 1-3 layers between middle managers and end users, resulting in potential ‘signal loss’ where thoughts, emotions, and feedback from the lowest layers of the organization may not be effectively communicated.
Limited Testing Input: Middle managers are usually not directly involved in system or process testing, limiting their ability to provide detailed input to shape the change. Their contributions often focus on higher-level strategies for engaging impacted teams.
To build a strong, vibrant, and extensive change champion network, engagement needs to extend to different layers of the organization, not just the middle layers but also the lower layers. While top layers may be engaged through various committees, middle and lower layers require dedicated change champions.
Similar to the mycorrhizas connecting different trees in a forest, the change champion network, when stronger and more extensive, becomes more capable of influencing and driving change both vertically and horizontally across the company. This inclusivity ensures that smaller business groups are not neglected or deprioritized, contributing to the overall success and adaptability of the change network.
3) Routine interfaces
In the intricate ecosystem of a forest, mycorrhizas play a vital role by providing essential sustenance, and supplying critical nitrogen, water, and other nutrients to plants. In the organizational landscape, change champions serve a similar crucial function. Armed with comprehensive knowledge and a deep understanding of the change, along with the latest updates on its impacts, they possess the ability to interpret messages in a way that resonates with those directly affected, using a language that is tailored to each team’s unique history, priorities, and culture.
Unlike program-level communication, which may be too generalized, the interaction with change champions is a dynamic, two-way process. They engage with impacted employees, actively assessing and understanding where individuals stand in their change journey. This engagement leads to a clear comprehension of the specific communication, learning, or leadership support needs of impacted teams. High-performing change champions delve beyond the surface, understanding the motivations and demotivators of the teams they serve. This wealth of insights becomes a powerful set of messages that can be fed back to the central project mothership.
What sets high-performing change champions apart is not just their ability to communicate and collect feedback; they proactively sense-check and virtually “walk the floor” to feel the pulse of the employees. Often, change champions are directly impacted by themselves, fostering a natural empathy that enables them to connect with others undergoing change. In this dynamic, there is a delicate balance between self-interest and selflessness, as change champions strive not only to navigate their own challenges but also to extend support and assistance to those in need. This nuanced approach mirrors the harmony found in natural ecosystems, where organisms cooperate for mutual benefit.
4) Cross-network collaboration
Within the expansive framework of an extensive change network, diverse sub-teams of change champions naturally emerge, often organized by business units or grade levels. While connecting with peers within the same level might be straightforward, establishing collaboration across hierarchies, especially with those perceived as ‘managers,’ can pose challenges.
To overcome these challenges, intentional routines must be established to facilitate frequent sharing and collaboration among different change champion teams. In the natural world, trees emit chemical alarm signals to warn nearby trees of potential danger. Similarly, within a business context, a team from one business unit may sense a looming risk for change failure based on their experiences, which they can share with other teams yet to undergo the change.
Conversely, successful experiments in one part of the business should be readily proliferated in other areas of the organization. For instance, in a large insurance company, a change champion network recognized the need for frontline staff working virtually to have a platform for immediate queries and responses. The solution was a chat channel implemented under Microsoft Teams, approved by IT. In this channel, frontline staff could freely pose questions about system usage, shortcuts, and outages, and addressing customer concerns.
Initially, the channel had few questions, but as prompt and helpful responses were provided, engagement grew. Today, it stands as one of the most active Teams chat channels in the company, showcasing the effectiveness of cross-network collaboration. This success story has inspired similar initiatives in other businesses, emphasizing the ripple effect of successful collaboration practices within change networks.
5) Nurturing the network
Sustaining a change champion network is an ongoing endeavor that demands continuous nurturing, engagement, support, and leadership. Similar to any community, these networks thrive when provided with the right conditions and resources. Several key activities contribute to the nurturing of a dynamic and effective change champion network:
Onboarding and Expectation Setting: New members need comprehensive onboarding sessions where they receive information about the network’s objectives, core principles, expected time commitments, and other essential details.
Change Capability Sessions: Continuous learning is crucial for change champions. Sessions covering various topics, such as impact assessment, change communication, feedback provision during testing, and engagement with impacted stakeholder groups, help enhance their skills.
Leader Support: The involvement of senior leaders in certain sessions can provide valuable support and visibility to the network’s efforts, emphasizing the importance of their work in the broader organizational context.
Cross-Business Unit Networking: Structured agendas for cross-business unit change champion networking sessions create opportunities for sharing ideas and best practices, fostering a collaborative environment.
Routine Forums: Establishing routine forums for discussing project-specific topics allows members to stay informed and aligned with ongoing initiatives.
Formal Acknowledgments and Prizes: Recognizing key milestones and achievements through formal acknowledgments and prizes not only celebrates success but also motivates members to actively contribute.
Data Access: Providing change champions with access to change data, including impact assessments, readiness metrics, and change roadmaps, empowers them with valuable insights into upcoming changes and their stakeholder implications.
Regular Membership Reviews: Like any dynamic network, regular reviews of membership are essential. Some members may not meet expectations, and their roles might need to be filled by others. Expecting turnover and proactively managing it ensures a continuous influx of fresh perspectives and contributions.
Change champions, armed with comprehensive data on change impact, play a pivotal role in facilitating a clear understanding of impending changes and their ramifications for stakeholders. Regular reinforcement, support, and occasional challenges contribute to the resilience and effectiveness of the change champion network.
6) Supporting multiple initiatives
In the dynamic landscape of organizational change, it’s common for each business unit to undergo multiple initiatives simultaneously. Change champions play a pivotal role in navigating this complex terrain, supporting various initiatives and connecting the dots to form a coherent narrative for the impacted audience. Here’s why having change champions who can support multiple initiatives is crucial:
Holistic Understanding: Change champions, acting as the linchpin between different initiatives, provide a holistic understanding of the changes unfolding within a business unit. This comprehensive view enables them to craft a cohesive story that resonates with the audience, fostering better comprehension and buy-in.
Connecting the Dots: A key function of change champions is to connect disparate initiatives into a unified narrative. By highlighting interdependencies and common goals, they contribute to a more seamless and integrated change experience for stakeholders.
Predicting Crunch Periods: Change champions need to anticipate and understand the crunch periods for their business unit. By supporting multiple initiatives, they become adept at forecasting when the organization might face heightened challenges and risks that could impact daily operations.
Strategic Risk Management: With insights into multiple initiatives, change champions become strategic risk managers. They can identify potential points of friction, overlaps, or resource constraints and proactively address them, mitigating risks that could hinder the success of the initiatives.
Example of a single view of change from The Change Compass
Example of Change Outcome: The Change Compass
In analogy to mycorrhizal networks that span diverse ecosystems, organizations face the challenge of not only developing robust change champion networks internally but also fostering connections with external networks. Just as mycorrhizal networks link various landscapes, change champion networks can extend their impact beyond organizational boundaries.
Research indicates that when change champion networks from different companies link up, a wealth of learning and collaboration unfolds. This interconnectedness leads to a blossoming of reciprocity, negotiation, and even selflessness. Organizations stand to gain immensely by facilitating the exchange of insights and experiences among diverse change champion networks, creating a thriving ecosystem of change management knowledge and practices.
Elevate your change management strategy! Book a weekly demo with us and explore how our solutions can empower your change champion network.
This is the 2nd benchmarking report on change practices across the globe. In this exclusive benchmarking study we focused on a small select group of organisations across multiple industries across the globe to understand their organisational change practices. We compare the results of this study versus that carried out 2 years ago to examine any trends in organisational practices.
The key topics we benchmarked in this study include:
1. Change analytics – How organisations use change data to support their change work
2. Business change capability – How organisations go about building and developing change capability
3. Change portfolio management – How organisations manage a set of change initiatives
4. Project delivery – How organisations support project delivery from a change management perspective.
