Are you transforming your organization to outperform competition? Of course. What will make the difference between succeeding and failing? Between succeeding a lot or a little? You know the answers already. In this presentation, for the first time, I discuss the Outperform Model in the context of the role of change management.
2. “Strategy without tactics
is the slowest route to victory.
Tactics without strategy
is the noise before defeat.”
―Sun Tzu, The Art of War
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3. 3
Agenda:
1. Getting perspective: “zoom out” to “zoom in”
2. What does it take to transform an organization?
• The Outperform Model
3. Where is Change Management?
• One perspective: the world according to ACMP
• A second look at the Outperform Model
4. Tactical or Strategic — Characteristics
5. Application: let’s look at CRM
6. Survey says? Strategic or Tactical?
13. OUTPERFORM
Working on any of these components
will improve results ...
The secret is … [and]
and, sub-optimization of any one of them
will hinder your ability
to outperform.
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15. 2012 definition of Change Management:
“The application of
knowledge, skills, abilities, methodologies,
processes, tools, and techniques
to transition an individual or group
from a current state to a desired future state,
such that the desired outcomes
and/or business objectives are achieved.”
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17. 17
Project
Management
Change
Management
Business
Analysis
Lean / Six Sigma
Stakeholder Management
Strategic Clarity
Communications
Training
Solution Design
Case for Change
Organizational Alignment
Readiness Preparation
Metrics Tracking &
Course Corrections
Inside the Execution Engine
Representative disciplines and activities.
18. 18
Project
Management
Change
Management
Business
Analysis
Lean / Six Sigma
Stakeholder Management
Strategic Clarity
Communications
Training
Solution Design
Case for Change
Organizational Alignment
Readiness Preparation
Metrics Tracking &
Course Corrections
You are here
Inside the Execution Engine
Representative disciplines and activities.
20. The world according to ACMP
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“The Standard”
Table of Contents
Draft Jan 2014 (con’t)
5. Change Management Process
5.1 Evaluate Change Impact and Organizational Readiness
5.2 Formulate Change Management Strategy
5.3 Develop the Change Management Plan
5.4 Execute the Change Management Plan
5.5 Close the project, transfer ownership, release resources
21. Chapter 5. Change Management Process (Con’d)
5.1 Evaluate Change Impact and Organizational Readiness, eg:
• Define Vision of Future State, Goals, Success Criteria
• Identify Stakeholders and Sponsors
• Assess degree of change, organization culture, capacity
• Define communications and learning needs
• Assess risks
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22. Chapter 5. Change Management Process (Con’d)
5.2 Formulate Change Management Strategy
• Sponsorship
• Stakeholder Engagement
• Learning and Development
• Change Risk Mitigation
• Measurement and Benefits Realization
• Transition
• Sustainability
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23. Chapter 5. Change Management Process (Con’d)
5.3 Develop the Change Management Plan
• Resource Plan
• Sponsorship Plan
• Stakeholder Plan
• Stakeholder Engagement Plan
• Learning and Development Plan
• Change Risk Mitigation Plan
• Measurement and Benefits Realization Plan
• Transition Plan
• Sustainability Plan
• Integrate Change Management and Project Management Plans
• Develop Feedback Mechanisms to Monitor Performance To Plans
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24. Chapter 5. Change Management Process (Con’d)
5.4 Execute the Change Management Plan
• Execute Resource Plan
• Execute Communications Plan
• Execute Sponsorship Plan
• Execute Stakeholder Plan
• Execute Stakeholder Engagement Plan
• Execute Learning and Development Plan
• Execute Change Risk Mitigation Plan
• Execute Measurement and Benefits Realization Plan
• Execute Transition Plan
• Execute Sustainability Plan
• Close the Change Management Effort – Lessons Learned
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25. Chapter 5. Change Management Process (Con’d)
5.5 Close the project, transfer ownership, release resources
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26. A note of caution
The ACMP “Standard” takes a very “per project” perspective, i.e. this
is only one project.
Of course in the average organization there are many such projects
happening concurrently.
In mature organizations this “portfolio” of change is also managed.
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29. Tactical: Strategic:
• Incremental, eg. modest
improvements
• Emergent, eg. trajectory is
sketched but course corrections
are expected
• Foreseeable and
predictable
• Highly ambiguous and
dynamic
• Project-specific • Enterprise-wide. Portfolio and
Program driven
• Minor or no minor
culture shift
• Major culture impact
• Single silo • Cross-functional dependency
• Short term (< 1 year) • Multi-year (eg 3-5 years)
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Tactical or Strategic — Characteristics
33. Implementation:
1. CRM review, selection and vendor contracting
2. CRM system installation and customization
3. Data migration
4. Business Process Re-engineering
5. Organization Alignment (culture shift, organization design,
compensation plan review)
6. Training and support
Customer Relationship Management (CRM)
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34. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
34
35. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
35
36. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
36
37. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
37
38. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
38
39. Who is involved in a CRM project?
CEO
Operations
Call Center
Marketing Sales IT Finance
39
40. It’s not just a process change:
Lone wolf
Manual
Competitive
Autonomous
Opaque
Change Impacts of CRM
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41. It’s not just a process change:
Lone wolf
Manual
Competitive
Autonomous
Opaque
Pack
Systemized
Collaborative
Accountable
Transparent
41
Change Impacts of CRM
42. It’s not just a process change:
Lone wolf
Manual
Competitive
Autonomous
Opaque
Pack
Systemized
Collaborative
Accountable
Transparent
• Org Change
• Individual
change
42
Change Impacts of CRM
43. Tactical: Strategic:
• Incremental, eg. modest
improvements
• Emergent, eg. trajectory is
sketched but course corrections
are expected
• Foreseeable and
predictable
• Highly ambiguous and
dynamic
• Project-specific • Enterprise-wide. Portfolio and
Program driven
• Minor or no culture shift • Major culture impact
• Single silo • Cross-functional dependency
• Short term (< 1 year) • Multi-year (eg 3-5 years)
43
Characteristics of a CRM case