Organisational Change Management

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1 Organisational Change Management The only thing that is constant is change in your business, your market, your competitors, and your technology. Remaining competitive and responsive to your customers and their changing needs or growing your business means you will have to introduce change at some point. The change you want to achieve is more likely to succeed if you ensure that your people can and do support the change, both in their attitudes and their abilities. Terra Firma understands people and the importance of their support for your change. We work to get your business on board with new technology, manage the take-up of new organisational directions and strategy, and help embed new products. At the end of the process, your people know what they have to do and how to do it, and will understand the value of the change to the business. How do we do it? At Terra Firma our consultants have broad industry experience including aerospace, government, health, education, financial services and telecommunications. In these industries we have helped organisations support their people through: Relocation of over 500 people to a regional centre Development and implementation of new business operating models Offshore migration of skills and capability Introduction of employee capability frameworks Introduction of enterprise wide systems Development and sale of new products. Our team includes people who have developed change management expertise built upon human resources, learning and development, psychology, and project management.

2 The Terra Firma Organisational Change Management Services include: Change Impact and Planning At a high level and in the detail, knowing where a change alters your organisation helps you manage timing, resources and decision making. We can help you understand who will be impacted, by how much and when so that you can plan deployment and manage transition in a timely and appropriate way. This can be done on a project or program level but also at an enterprise level to help decision making. We can work with the project/program director or sponsor during business case development to scope the kind of change management activity and effort required. Our consultants can also set you up for success by establishing a sound, sustainable stakeholder management framework. Change Readiness When planning a change, it is important to consider the levels of understanding, acceptance and commitment throughout your organisation, as these will be important factors in achieving success. Monitoring and increasing change readiness in an organisation is an effective way to create value, efficiency and resilience. Stakeholder Management Taking a systematic and skilled approach to stakeholder management is a core service offered by Terra Firma. Stakeholder acceptance will support success; resistance could stall the project. We can help you identify who has an interest in your project, what that interest is, how best to communicate with them and how to manage the communications and interactions in a sustainable manner. Facilitation These days it s impossible to create successful change without engaging multiple stakeholders in your business. Sometimes this involves getting your key players in a room and seeking agreement or understanding. We can provide highly experienced facilitators with the skills and expertise to manage the process and the people, so that your workshop will deliver the result you seek. Communications Getting the right information to your impacted stakeholders at the right time seems like a straightforward activity. However, you need to tailor that information according to how the change affects them, what their concerns and needs are, and what communication methods suit them best all within the context of your business strategy. We can help with communications at the most senior levels of your organisation through to employee communications, internal project communications and customer messaging. Training There are so many ways to make sure employees know their way around new systems and processes that it pays to have an expert guide you through the analysis, planning and delivery. We have learning and development experience across a variety of industries and organisations and can make sure your people know what they need to, when they need to.

3 Change Impact and Planning Understanding the potential impacts of planned changes is critical to getting the change right and helps inform planning and management of timing, resources and decision making. When the potential impacts are understood, you can develop solid change plans that directly and indirectly address those impacts. Change planning articulates the timing of other organisational change management activities such as stakeholder analysis, change analysis and communications take place. Then, as changes are made to an organisation, it is useful to know which changes worked, what went wrong if they didn t work, and which changes had the biggest impact or resulted in the biggest improvement. It is also important to try and identify when there is a risk of change saturation, or of one change having a detrimental effect on another. How do we do it? Terra Firma offers your organisation strong change impact and planning skillsets, giving you the benefit of deep experience gained across a range of industries and change types. We can guide your change planning process, helping you turn your understanding of the potential impact of your change into effective actions that will ensure better acceptance by those impacted. Terra Firma can assist in setting up a system to assess the actual impact of your change, by collecting data before, during, and after the change you implement, you can measure, evaluate, and compare your organisation s progress with respect to the goals you have established. By setting up simple measures, rather than spending time developing a complex measurement system we can help you understand who will be impacted, by how much and when so that you can plan deployment and manage transition in a timely and appropriate way. This can be done at an enterprise, program or project level to help decision making..

4 The Terra Firma Change Impact Services include: Change Impact Assessment When proposing change it is critical to analyse the impact of those changes across process, systems, behaviours, organisational structures and behaviours in your organisation. This enables proper and timely planning of action on deployment phasing, training, communication and all transition activity. We can help you gather information to understand what needs to change as a result of your project and what the scope and scale of that impact is. There is a limit to the amount of change an organisation can cope with without causing detrimental impact. By running a series of workshops, surveys and interviews Terra Firma can assist in assessing whether changes are likely to result in change saturation or if a change will have an adverse effect on another change Change Heat Map Terra Firma consultants can prepare a Change Heat Map which provides a visual representation of the degree to which each stakeholder group is likely to be impacted by the change. This information assists in developing a change management strategy and highlights challenges and risks to successful adoption of the change. Change Planning Change Planning determines when organisational change management activities such as stakeholder analysis, change analysis and communications take place, identifies which change strategy is most likely to succeed, and determines the resources, commitment and schedule required to successfully implement the change. Terra Firma can help you develop your strategic plan into actionable initiatives but, equally importantly, can work with your teams in developing and implementing your change plans. We can also guide your organisation in deciding the most appropriate change strategy and approach, and prepare a plan to implement the change. Change Measurement By collecting data before, during, and after the change you implement, you can measure, evaluate, and compare your organisations progress with respect to the goals you have established. Terra Firma can assist in setting up simple measures to help you understand who will be impacted, by how much and when so that you can plan deployment and manage transition in a timely and appropriate way. This can be done at a enterpise, program or project level to help decision making and assist in ensuring expected ROI is achieved.

5 Change Readiness When planning a change, it is important to consider the existing climate within your organisation. Do the right people understand, accept and commit to your change? If you don t understand the climate in which your change will occur, you could find that you will encounter resistance and a lack of engagement. Determining your organisational change readiness can help predict how people will respond to change, how willingly they will take ownership, where resistance to the change can be expected, and what cultural barriers may be faced in implementing the change. This valuable information allows you as an organisation to determine the best strategies and methods for overcoming resistance and fostering ownership for change in the organisation. Change readiness is useful at the beginning of a change program, but also at points in time throughout the change process, to ensure that change readiness initiatives are working effectively. Terra Firma can help you understand who will be impacted by change, to what extent, and when, so that you can plan deployment and manage transition in an effective way. How do we do it? Terra Firma s approach is based on proven methods and best practices, but can be tailored to your needs. We analyse the cultural, structural, people, technology and other aspects of your organisation to ensure we can create appropriate change strategies and evaluate their effectiveness. We can provide our proven tools and methodologies or work with yours.

6 The Terra Firma Change Readiness Services include: Cultural Assessment It is important to assess the culture and environment of an organisation in preparation for change. By undertaking a cultural assessment, we can determine how your organisation has tackled change in the past and how effective it was, what might work best in your specific organisational culture, and whether your systems, processes and tools are well established to support change. For instance, a police force would need to manage change quite differently to a not-forprofit, volunteer-run services organisation. Each culture will respond differently to different approaches. Knowing this allows you to plan your next change from a base of understanding and knowledge rather than assumption. Change Readiness Assessment get people engaged and on-board for change. Ongoing Assessment As a change program progresses, you need to continue to foster change readiness throughout the organisation. This can include assessing the effectiveness of the change activities you ve already undertaken to ensure they have been understood and will be sustained. This also gives you the opportunity to refine or redirect your efforts if necessary. In addition, as change progresses, new people and parts of the organisation may need to be made change-ready. Similarly, as different stages of the change program are reached, different levels of change readiness may be required, and it is important to remain prepared throughout the process. A change readiness assessment is useful for identifying areas of strength and weakness within an organisation relative to the planned change. This can include whether your processes, technology and organisational structures are at a stage of development that will support the change. It is also used to determine who will be impacted by the change and to what extent, and where resistance to change is likely to be encountered. By identifying such factors early in the change process, it is possible to provide direction for change planning and

7 Stakeholder Management Strong stakeholder management is a key ingredient for project success. Whether you are managing a project or a change initiative, how you handle your stakeholders will determine your outcome; nothing can bring activity to a stop faster than a disgruntled, influential stakeholder. However, it can be a complex task to engage stakeholders, draw out their concerns and drivers, and get them to understand and support your change. Planning is critical, as is the ability to reach your stakeholders in the most appropriate way. Understanding what drives them and how your change impacts on their interests is also crucial. How do we do it? Terra Firma understands that managing stakeholder expectations can be challenging. Our consultants have extensive experience managing stakeholders from the most senior levels of your organisation through to your employees and customers. We can help you establish a stakeholder management plan and provide you with the tools to effectively manage your stakeholders. This includes identifying all the relevant stakeholders and categorising them into appropriate priority groups to help you determine when and how to communicate key messages to them. We are also able to guide you on methods of influencing your stakeholders to achieve the outcomes sought.. 03/2003

8 The Terra Firma Stakeholder Management Services include: Stakeholder Identification and Analysis You can only manage stakeholders that you are aware of, so performing a stakeholder identification exercise will ensure that you have considered all the relevant stakeholders potentially affecting your project. Terra Firma can help you perform a comprehensive stakeholder analysis. We then work with you to categorise these stakeholders by assessing their influence on and support of the project. The outcomes of this assessment, including a stakeholder matrix, will help you construct your stakeholder management plan. Stakeholder Management Plan A stakeholder management plan defines the approach that will be used to manage your stakeholders. This strategy will be tailored to your needs and aligned to your organisational structure and culture. Our consultants will help you determine the appropriate timing, method and medium in which to deliver key messages to your stakeholders, understanding their needs and interests in order to achieve the best possible outcome for the project. We understand how to employ positive engagement techniques to build credibility and trust with even the most challenging stakeholders. Terra Firma appreciates that stakeholders with different characteristics need to be engaged in different ways. We adopt innovative stakeholder engagement techniques to address all types of stakeholder needs. 03/2003

9 Facilitation Getting your change over the line will inevitably involve getting key players in a room and seeking agreement or understanding from all of them. Having an experienced facilitator to manage the process provides a huge boost to your ability to achieve your objective by allowing you and your people to focus on what you know best your business. You ll ensure all concerns are heard, stakeholders will feel validated, and you will come away with valuable information and your objectives being achieved. This is a win/win situation for you and your stakeholders. Effective meetings and workshops encourage stakeholders to attend future meetings, because they know you won t waste their time. How do we do it? Terra Firma can help you design and run good meetings and forums for a range of purposes. We can help your business engage and consult with external stakeholders, manage a participatory strategy development process, help collect detailed information about business processes, and much more. With our deep facilitation expertise, we will manage the process and free you up to manage the content, so it s pain free and gets the best out of your people and uses their time effectively. This is particularly important with Agile and iterative methodology becoming more widespread. Our experienced facilitators can also run your other meetings or events, making sure people stay focussed, work collaboratively, that all voices are heard and that outcomes and high quality decisions are achieved. By having an independent and neutral presence in the room, meetings can run more smoothly and your experts can focus on their expertise.

10 The Terra Firma Facilitation Services include: Planning Being clear about the outcomes and outputs required out of a workshop, meeting or event is the first step to success. Terra Firma consultants can work with you and stakeholders to design an agenda and set of meeting tools and techniques that will make it easy for people to work together and achieve outcomes. Running Workshops and Meetings Documenting Outcomes and Agreements It is critical that agreements and outputs are appropriately documented and fit for their audience. Whether for reporting back, progressing a project to the next stage or informing a discussion paper, Terra Firma consultants will make sure the outcomes are communicated in the most appropriate manner. We can advise on the best channels for communication and manage sign off and approvals if required. Terra Firma consultants are experienced in facilitating in a variety of settings for a variety of purposes including information gathering, community consultation, strategic planning, Agile showcases and problem solving sessions. We have trained and experienced facilitators, who ensure that a safe, productive environment is created, and that people behave collaboratively, maintain energy and focus on the task at hand. Being a neutral presence, we can handle conflict and manage the process so all voices are heard and feel valued and your outcome is achieved. As Agile and iterative methodology becomes more widespread, having people in your organisation who can run good meetings and play their part well in workshops will be critical to success. Terra Firma can train and coach your people to be skilful collaborative operators.

11 Communications When you re introducing a change into your business, your messages have to compete with a lot of others. Frontline staff have a constant stream of operational information that requires immediate attention, middle management are tied up in meetings all day, and the key influencers you need on board may not recognise your messages as relevant. When you do have your stakeholders attention, you have to make sure you are communicating the right information at the right time. Strategic context, the what s in it for me element, and an open and honest conversation about impact are all important components of successful change communication, A good communication strategy will structure and track your change communications and enable measurement of its success. Combined with ongoing change readiness assessment, you have a powerful tool for ensuring your change not only succeeds, but is embraced by stakeholders. How do we do it? Terra Firma can help with communications at the most senior levels of your organisation through to employee communications, internal project communications and customer messaging. We will work with you to develop a communications strategy that matches your needs. This will be based on sound stakeholder analysis to ensure communications are targeted and appropriate, with well-defined milestones. Once the strategy is in place, we will help you to define the channels and methods that should be used, and develop the processes that will ensure that the right people are getting the right information when they need it. Our experience across a range of communication methods can help you go beyond traditional media and methods to include things like social media, podcasts and on-line video. We can provide the communication strategy and planning as a standalone exercise, or we can stay on to execute the strategy.

12 The Terra Firma Communications Services include: Communications Strategy and Planning A communications strategy defines the approach that will be used to plan and implement communications across an organisation. We tailor your strategy to your needs and ensure it s aligned to your organisational design and objectives. It will define the different types of communication required, the different stakeholders involved, and the milestones and stages around which communications will need to be based. Channels, methods and processes With a strategy in place, it is important to determine and develop processes and channels appropriate for the way your organisation consumes information. We can also work with you to identify ways to make your message stand out when required, and help you to think beyond traditional methods to the possibilities of emerging channels such as social media and video on demand. Execution and artefact development As well as providing the strategy and planning for your communications requirements, Terra Firma are experts at the delivery and execution of communications. We can develop and produce a broad range of artefacts to support the communications plan, from technical to non-technical, printed to web-based, and everything in between. We have extensive experience in developing and producing artefacts for all stakeholder levels, including stakeholder communications packs and progress updates through to employee communications, user manuals and instructional communication.

13 Training Knowledge and learning are vital to the development and success of an organisation, especially throughout periods of change. Investing in quality training and development is an investment in efficient, effective people and processes. There are many ways to ensure employees know their way around new systems and processes, so it pays to have an expert to guide you through the analysis, planning and delivery to determine the right ones for your objectives. With expert help, you ll be able to deliver tailored and targeted training for multiple audiences and locations that meets all the learning and development needs of your organisation. How do we do it? Terra Firma consultants have extensive facilitation, learning and development experience across a variety of industries and organisations, in a range of methodological environments including waterfall and Agile. Whether you would like us to act as a trusted partner to help you select a specialist training vendor and manage the training process, or to develop and deliver tailored training, we can ensure that your people get the knowledge and learning that they require. Terra Firma s Change Management professionals can engage with stakeholders at all levels to conduct training and learning needs analyses, develop a tailored training strategy and detailed training plans, and decide which training tools and templates that are required. We can also help facilitate and deliver training through a variety of means, then confirm that the training process has been successful by measuring and evaluating training effectiveness.

14 The Terra Firma Training Services include: Training Analysis and Development Terra Firma can conduct gap analyses and training needs analyses to determine training requirements, and work with you to develop training strategies and plans to suit the targeted audiences. We can develop tailored and specific training materials and work with you on course and instructor development. Training Provider Selection and Management Increasingly, online training providers are able to deliver bespoke solutions. Terra Firma change management consultants can help develop tender processes, documentation and ongoing vendor management. Training Implementation and Delivery A managed training rollout across your organisation will ensure the right people are receiving the right form of training, when they need it. Training can be delivered via a range of methods, including face-toface/facilitator-led training, train the trainer, coaching and mentoring, interactive workshops, online learning, podcast delivery and distance or self-paced learning. Training Evaluation It is important to ensure that any training is successful in transferring the required knowledge and understanding to the target audience. We can evaluate training effectiveness through various metrics, reviews, surveys and analyses.

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