Allright, we've build a new system which fulfils the business requirements (thanks to our Business Process Analysis outputs: AS-IS processes and TO-BE processes and structured requirements capturing).
Everything is in place and all there is left to do is implement the system and train the users.
Really? one important part is missing: Change Management!
Although I think training is an important part of change management it seems to be far from enough, keep in mind that Business processes are about people. If people don't change the change management process will be unsuccessful.
A key element to a successfull change management process is to consider all the stakeholders as individuals that need to be informed, managed, trained and involved so that each one of them become ambassadeurs for the project.
If not, the overall project will face difficulties. Often, after implementing a new system and a new process, if change management has been unsuccessful, the users will avoid the new ways of doing things, invent workarounds and keep doing as they've always done.
Never underestimate the users ability to avoid using your brand new system.
An effective way to seeing change management is to consider the stakeholders as a group of individuals that need to go from the scepticism platform to the ambassador platform. Make a plan on how to do that. For example inform, train, and involve stakeholders. And most important communicate why changes are needed.
A strategy to successful change management could be:
- Identify the stakeholders
- Group the stakeholders by their interest in the project
- Plan how to transfer individuals from the scepticism platform to the ambassador platform.
- Keep track on the statistics. Measure if it's working - are more people transferring from the scepticism platform?
Prosci have developed a great change management model called ADKAR Model:
Awareness - Recognise the need for change.
Desire - Who needs to participate (stakeholders)
Knowledge - Who can guide the change management process?
Ability - Who will implement change behaviors?
Reinforcement - Who will lay the foundation for change now and in the future