PMINJ Chapter

June 16th Monthly Program 2015

7 Change Management Strategies to Transform

your Projects

Deepak Lalwani
Deepak Lalwani & Associates, LLC
deepak.lalwani629@gmail.com
 Overview

The purpose of this presentation is to provide you an overview of:

• Where to start, and how to answer stakeholder questions and concerns

about your change management strategy

• How to frame and drive change management as a project manager

• Key change management strategies and tools

• Change management in the marketplace

• What skills and capabilities you need to be a strong change manager

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 Answering key stakeholder questions

What is change management, and why do we need it for projects or

transformations?
• Change management is the application of a structured process and set of
tools for leading the people side of change to achieve a desired outcome*
• Here are key projects or transformations, and desired change outcomes:
• Post merger and/or acquisition integration – building engagement and
the desire to be a part of the newly merged / acquired organization
• Business process analysis and redesign – awareness of a new process,
and the knowledge and ability to use it
• Outsourcing and/or shared services – awareness, knowledge, and
ability to work in the new environment
• Technology implementation – adoption and use of it by its stakeholders
• Operating model / Organization design & restructuring - adoption and
ownership of the new operating model / organization

* Prosci’s Change Management Website 6/16/15

3
 Answering key stakeholder questions (cont’d)

Why is this important, and why should you care?

• Change management research has shown that projects with excellent
change management effectiveness are 6 times more likely to meet or
exceed project objectives*
• Regardless of the scale of change, applying a change management
framework increases the probability of staying on schedule and budget,
resulting in higher benefit realization and Return on Investment (ROI)*

* Prosci’s Change Management Website 6/16/15

4
 Answering key stakeholder questions (cont’d)

What are the benefits of using a structured change management approach?

• Opportunity to set expectations about your new project or transformation
• Create and drive awareness, desire, and knowledge about your project
• Increase productivity
• Less resistance to your project or transformation
• Stay on budget and meet project deadlines
• Opportunity to clear up disconnects and misunderstandings between and
among various stakeholders / groups
• Buy-in, commitment, and support for the project changes being implemented
(including from your sponsors and executives)

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 Link to Access Change Management Presentation and Templates

1. The PMI NJ presentation

2. Change templates
3. A quick 15 min change management
conversation with me

Visit - lalwani.leadpages.net/pmi

6 6/16/15
7 Change Management Strategies to
Transform your Projects

Fasten your seat belts!

6/16/15
 #1 Lead with a change roadmap
Timeframe* Time 1 Time 2 Time 3 Time 4 Time 5 Time 6
and
Initiation Planning and Design Execution Monitoring
Approach and Controlling

Change Execution
and Evaluation
Change
Readiness Create Change Data Analysis & Incorporate into
Interviews Impact Database Gathering Reporting Training & Comms

Engagement Change Impacts*

Change Assessment
Management & Feedback
Kickoff Report
Change Champion Start / Pulse Post Go Live
Network Overview Kick Off Check Pulse Check
Change Strategy and
Project Plan Change Champion Network

Comms
Comms Project Project Special Start-Stop Go Live
Strategy & Plan Announcement Messaging Topics Announcements Comms

Training Training Training Design Develop Pilot Deliver

Strategy Needs Training Training Training Training
& Plan Assessment

8 * The timeframe could be quarters, months, weeks, and days depending your project 6/16/15
 #2 Take advantage of assessment tool to customize
your change plan

Change Management Plan

Vehicle / Delivery
Status Purpose / Message Owner / Sender Audience Timing / Date Comments
Method
Stakeholder Identification & Analysis Closed Team Kick Off, Bill Bollbach Group Meeting Deepak Lalwani Once
and Meet & Greet Chris Mead Mon, 5/11
Iain Kinnis
E&Y (C&M)
E&Y (EDO & Tx)
Ongoing Touchpoint Call - provide Jeff Lennox (E&Y) Group Meeting Bill Bollbach Weekly
updates and check project status Deepak Lalwani Every Thurs
Chris Mead
Iain Kinnis
E&Y (C&M)
E&Y (EDO & Tx)
Ongoing Touchpoint Call (Optional) - Jeff Lennox (E&Y) Group Meeting Bill Bollbach Weekly
provide updates and check project Deepak Lalwani Every Mon
status Chris Mead
Iain Kinnis
E&Y (C&M)
E&Y (EDO & Tx)
Closed Information Gathering - to E&Y (C&M) Interview Laura Barker Once
assess current state and develop Mon, 5/18
design options
Closed Information Gathering - to E&Y (C&M) Interview Vicki Jauron Once
Change Readiness Assessment assess current state and develop Mon, 5/18
design options
Closed Information Gathering - to E&Y (C&M) Interview Mike Calviou Once
assess current state and develop Mon, 5/18
design options

Change Management Plan

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Change Impact Analysis
 #3 Use an assessment process to execute your assessment

Stakeholder / Feedback Change Plan &

Data Gathering Implementation
Change Analysis and Reporting

Time 1 Time 2 Time 3 Time 4

Checkpoint Checkpoint Checkpoint

Sign-off & Project Managers Project Managers Project Managers

Approval and Sponsors and Sponsors and Sponsors

Activities Activities Activities Activities

• Review and understand • Analyze and summarize the • Deliver feedback report and • Execute on your change
assessment needs data according to key results to sponsors management plan to
themes include training and
• Design and develop your • Create, discuss, and
• Further summarize the data communication activities
assessment tool prioritize action plan with
according to strengths and sponsors
• Create e-mail comm for opportunities
sponsor • Design & develop feedback
• Conduct assessment w/ report for sponsors
key stakeholders

Expected Outcomes Expected Outcomes Expected Outcomes Expected Outcomes

Collect stakeholder / Design and develop Feedback and report on Implement the detailed
change assessment data feedback report and strengths and opportunities change plan
recommendations Create customized change
management plan

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 Overview –
Stakeholder Analysis

The primary purpose of

stakeholder analysis is to:
• Identify and describe key stakeholders
impacted by your project or
transformation

• Define their role, level of influence, and

level of commitment

• Serve as an input to determine your

change plan needs

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 Framework for Building Commitment

• To build commitment, each stakeholder typically goes through the

phases below before internalizing change

• This happens by transitioning stakeholders up the curve

• The goal is to build Commitment for your project or transformation

Commitment Curve
support for change

Commitment
Commitment Threshold

Acceptance

Understanding
Awareness
Unaware

time
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 Stakeholder Analysis for your Project / Transformation

Stakeholder Change Level of Current Level Target Level of Comm and

Role Influence of Commitment Commitment Training Needs
Steering XXXX Sponsor High Understanding Acceptance One on ones and/or
Committee presentation briefings

XXXX Sponsor High Understanding Acceptance In-person group

meeting and/or video
conference
Project XXXX Advocate Medium Acceptance Commitment One on ones and/or
Team groups meetings

XXXX Advocate Medium Acceptance Commitment Orientation / On-

boarding training,
project kick-off
Impacted XXXX Target Low Unaware Acceptance Update to Company
Department Intranet, Road show
and /or FAQs

XXXX Target Low Unaware Acceptance Instructor-led training,

job aid, and/or update
role descriptions

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 Overview -
Change Readiness Assessment

What is the Change Readiness Why is it important, and what are

Assessment? the key benefits?
Typically means using an interview or
• Understanding these factors as it
survey tool to measure attitude and
behaviours across readiness factors:
relates to past changes is key to
developing a customized plan
• Managing Project Changes
• Data better enables employees to
• Training accept and own change as an
• Communication output from your project or
transformation
• Leadership and Sponsorship
• Engagement

Uncovering attitudes toward past changes can be leveraged in your change plan!

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 Feedback and Reporting to customize Change Plan (Interviews)

Reinforce your strengths:

• 14 out of 15 of those interviewed mentioned that they want to provide
support and feedback as it speaks to the transformation…

Take advantage of the opportunities:

• In general, leaders and employees could use more communication about…
• We need to communicate the ‘What’s In It For Me’ (WIIFM), and how it
makes our job easier…
• Develop and deliver communication and training that answers key
questions that are on our employees mind, and what’s important to them…
• Use effective methods such as conference call meetings to get key
messages out to the business…
• Webinars in other parts of the business can also be very effective…
• Be mindful of the timing of the roll-out…

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 Feedback and Reporting to customize Change Plan (Survey)

Are my colleagues and I ready for the new

outsourced environment?
Reinforce your strengths:
• Are confident they have the experience and ability at Company X to
implement the Outsourcing project successfully (4.17)
• Believe their managers and leadership team openly advocate for the
Outsourcing project and its success (4.01)
Average
3.89
Take advantage of the opportunities for improvement:
• Feel they understand the impacts and outcomes when they discuss the
change (3.78)
• Believe they are ready to make the change to the new Outsourced
environment (3.76)
• Feel they have appropriate communication and support to help them
understand the change (3.74)

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 Overview –
Change Impact Analysis

A change impact analysis is

conducted in order to:
• Understand the gap between
current and future state Key Findings and Results
processes
• Data by Process Areas
• Understand which stakeholders /
• Data by Stakeholders / Roles
roles will be impacted
• Data by Change Tools
• Understand the degree to which
changes will have an impact on
a group of stakeholders / roles

The impact analysis will allow you to prioritize training and

communication based on identifying your degree of impact.

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 Change Impact Analysis - Data Gathering

Change Impact Database

1 Describe the Change in

the text box, (if needed)

Click on the drop down

2 menu under Primary Area
to select one process /
functional area.
Check one or more
3 buttons to Identify
whose Impacted

Select the Degree

4
of Impact
Check one or more
buttons to identify a
5
Recommended
Method of Addressing

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 Change Impact Analysis from Database

Primary Describe Who Degree of

Area Describe the Change Is Impacted Impact Method of Addressing
H-HCM Manager Self-Service will enable Managers 3 - High Communications, Training
managers to complete more
transactions in the system rather than
relying on HR to own the transactions.
Extensive training will be required to
equip managers…
S-HR Shared Changing banking relationship this HR Shared Services 2 - Medium Communications
Serv summer from Citizens to PNC; this is
an enormous change for the field…

A-Absence Balances for employees will now be Employees, 1 - Low Communications, Training
available in technology since they will Managers
be loaded into the system from
external sources…

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 Feedback and Reporting to customize Change Plan

Based on the change impact data, here’s what we recommend:

• Focus your change interventions on primary process areas such
as...
• When customizing training, closer attention should be paid to…
• Tailor your communications to key stakeholders / roles
including...
• Change interventions that should be used the most…

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 Assessment tools frame and drive your Change Management Plan

Assessment tools provides critical information that will serve as an input into your change
management plan by answering the questions below.

Who?
•Who are the
stakeholders Where?
involved in the
change at this point? •Where are they with
this change in terms Why?
of their commitment,
their readiness, the •Why is this
degree of impact? important, and why What?
are you interested?
•What are the key
messages? How?
•How do I reach out to
our stakeholders? Or When?
what communication
and/or training •When, or at point
vehicles do they does it make sense
prefer? to communicate
and/or train our
stakeholders?

Assessment Tools Change Management Plan

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 #4 Introduce a Change Champion Network (Change Agent Network)

The Change Champion Network is:

• A network of respected individuals who are able to represent their business area, and serve
as liaisons with the change team to:
• Actively engage the business
• Support readiness and outreach activities
Core Change Management Team
• Drive adoption
Change Champion Leads • Establishes change • Provides feedback
approach • Shares ideas and
• Partners with change team to deliver • Provides direction and concerns
Change Plan activities at the local level information
• Actively engages the business community to
build awareness, gather feedback, and Change Agent Network
identify areas of resistance
Line of Bus A Line of Bus B Line of Bus C
• Adapts to changes and helps others to do the
same; leads by example
• Provides direction to the Change Lead Lead Lead

Champions
Change Change Change Change Change Change
Change Champions Champion Champion Champion Champion Champion Champion

• Assists the Change Champion Leads in the

execution of engagement,
communication, and training activities
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 #5 Define and leverage a
Communication Approach and Process

At a high-level, the communication process will consist of the

following phases, beginning from the top of the diagram.

Communication
Communication
Planning
Planning

Communication
Communication Communication
Communication
Evaluation
Evaluation Design
Communication
Approach

Communication
Communication Communication
Communication
Delivery
Delivery Development
Development

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 Communication
Key Stakeholders Framework
and Communication & Deliverables
Deliverables

Stakeholders
Deliverables
Impacted Other
Management
End Users Employees
• Launch project

  
• Establish foundation for
Project Announcement
future comms
• Elevator Speech

  
• Promote awareness and
Project Messaging
highlight case for change

 
• Build understanding about
Special Topics
what’s changing

• Announce start-stop
Start-Stop Announcements dates over a series of
communications
 

  
• Announce the Go Live and
Go Live Announcement
celebrate success

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 #6 Build and leverage a Training Approach and Process

At a high-level, the training approach will consist of the

following phases, beginning from the top of the diagram.

Communication
Needs Analysis
Planning
and Planning

Training
Communication Training
Communication
Evaluation Design
Training
Approach

Communication
Training Training Material
Communication
Delivery
Delivery Development
Development

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 Change management in the marketplace

When deciding on Change Management services and tools, organizations can

generally choose from:

• Developing and applying your own Change Management methodology

• Using Off-the-shelf Change Management tools to apply to your projects
• Engaging a consulting firm which offers Change Management services

Companies actively offering Change Management services include:

• Large and small consulting firms
• Higher education institutions
• Business certification organizations including change management associations

One of the market’s first global association for Change Management practitioners,
is the Association of Change Management Professionals (ACMP). ACMP is a
leading resource for access to change management education, information, and
networking. For more information about ACMP, click here.

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 Defining the relationship
Correlation between
of change management effectiveness
change managementto and project
meeting management
project objectives
100%

90% 95%
Percent of respondents that met

80%
or exceeded project objectives

80%
70%

60%

50%
51%
40%

30%

20%

10% 16%

0%
Poor Fair Good Excellent
(n=111) (n=259) (n=313) (n=65)
Overall effectiveness of change management program

© Prosci. From Prosci’s 2009 Best Practices in Change Management benchmarking report
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 #7 Project management provides a great foundation for change management

• Creating Governance

• Setting Direction

• Initiating Structure / Organizing Work

• Excellent Facilitation / Presentation Skills

• Strong Communication Skills

• Being Proactive / Taking Initiative

• Having Drive

• Being Resilient

• Managing Risks

• Being Results - Oriented

These skills and capabilities are key for being a strong change manager!

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 Summary –
7 Change Management Strategies to Transform your Tech Projects

1. Lead with a change roadmap

2. Take advantage of an assessment tool to customize your

change plan

3. Use an assessment process to execute your assessment

4. Introduce a Change Champion Network (Change Agent

Network)

5. Define and leverage a Communication Approach and Process

6. Build and leverage a Training Approach and Process

7. Project management provides a great foundation for change

management

29 6/16/15
 Link to Access Change Management Presentation and Templates

1. The PMI NJ presentation

2. Change templates
3. A quick 15 min change management
conversation with me

Visit - lalwani.leadpages.net/pmi

30 6/16/15
 Thank you for the opportunity

Deepak Lalwani has been working as a change management and

business transformation professional for 15 years. His experience
includes working as a management consultant at Accenture as part of
their Talent & Organization Performance practice. He also worked at
Carlisle & Gallagher Consulting Group, a mid-sized management &
technology consultancy voted Top 10 Best Places to Work for in 2014 by
Consulting Magazine. His work included creating the People &
Organizational Change practice during his time there.

Prior to that, he’s worked as an internal consultant and manager at two Fortune 500 companies
to include National Grid and Anthem (WellPoint – Empire BlueCross BlueShield). His client have
included Mondelez International, Pfizer, MasterCard, JPMorgan Chase, American Express, the
Hartford Financial Group, Barclays Capital (Lehman Brothers), EMC, the US Army,
AllianceBernstein, the New York City Housing Authority, Interfaith Neighbors, CIBC World
Markets, Deutsche Bank, MetLife, and Avon Products. He’s also the founder and host of an
Information Technology - Small Medium Business ‘meetup’ called IT SMB. For more information,
please visit: www.meetup.com/it-smb-meetup.

As for his educational background, he graduated with a Masters degree specializing in

Organizational Change from Columbia University. He’s also taught Management at New York
University (NYU). For more about him, please visit www.linkedin.com/in/deepaklalwani. To
reach him directly, please feel free to e-mail him at deepak.lalwani629@gmail.com.

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