Change Management 100 Success Secrets

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2 Change Management 100 Success Secrets The Complete Guide to Process, Tools, Software and Training in Organizational Change Management Gerard Blokdijk

3 Change Management 100 Success Secrets Copyright 2008 by Gerard Blokdijk Notice of rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.

4 Change Management 100 Success Secrets Gerard Blokdijk There has never been a Change Management manual like this. 100 Success Secrets is not about the ins and outs of Change Management. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about Change Management s best practice and standards details. Instead it introduces everything you want to know to be successful with Change Management.

5 Table of Contents Changes to Management as Art Appreciate change management through the use of cartoons Using a Change Management Certificate Template An Example of a Change Management Model Techniques for Creating Your Own Change Management Plan 18 Strengthening the Change Management as implemented Why the Change Management Process is very Important he Benefits of Having Change Management Software in Your Business What Makes a Change Management Team? Timeframe Trial on the use of Change Management Software.. 25 Change Management: Why Your Company Needs It Kotter s Change Model of Management The Academy for Change Management The Certificate for Change Management The Risks a Change Management Consultant Faces From His Own Clients A Broader Look at the Definition of Change Management The Change Management of ITIL The Model for Change Management The Roots of Change Management Theory The Need for a Change Management Tool... 43

6 When Belief Statements Become Effective Change Management Tools The Effective Way to Conduct Change Management Training. 46 The role of Computer Change Management in Human Behavior Change Management Conclusions for Change Management Change Management Conclusions are Important for the Success of a Change Management Program Defining Change Management for Newbies Stages in Change Management Implementation The Proper Management of Change The Factors that Come Into Play in Stakeholder Management Change The Models for Management Change What is Change Management? OCM: Organizational Change Management What is Organizational Change Management and What Can it Do for Your Business? Organizational Change, Leadership and Management The Training for Organizational Development and Change Management The Right Way to Implement Process Change Management The Template of Certificate in Change Management An Explanation of What Change Management is... 72

7 The Change Management Workplace Environmental Case Study Change Management Elements Can I Produce a Template for a Certificate in Change Management Myself? Eight Steps to Successful Change Management and Organization Change Management Conclusion The Three P s to a Successful Transition The Grief Cycle The Change Management Grief Resistance Tool Impact of Change Management to Small or Large Firms Handle Change Management through Presentations The Change Management Process in Software Quality Assurance Change Management Standard A Step-by-Step Guide to Successful Change Process Implementations Change Management Strategies to Ensure Business Success Tips on How to Apply Change in Management The Skills in Change Management Easily Search Change Management Articles The Importance of Receiving a Change Management Award Certificate Change Management Books That Can Help You in Your Business

8 Pictures of Change Management The Importance of the Change Management Process in Software Testing The Parts to a Great Change Management Project Plan Important Tips on Handling Change Management Projects The Speaker for Change Management Basic Theories of Change Management Nutritional Time Frames and Trial Periods in Change Management The Role of Human Resource Management in Change Collins Model Linking Leadership with Change Management Field Titles Change in Content Management Definition of Change Management Presented Using the ADKAR Model Choosing the Model of Change Management in your Organization Documenting Change Management Enhancing Productivity by Change Management Keeping Motivation Alive in the Workplace Huse Change Model Management: The Basic Principles The Importance of Change Management in Organizations What is the ITIL Change Management Scheme? The Journal for Organizational Change Management...125

9 Large or Small Firms Experienced Change Management Change Management of Large Businesses versus Small Businesses The Book of Making Sense about Change Management Technology Change Management: Keeping IT Up To Date GE: Organizational Change Management The Basics of Management: People, Performance, Change The Meaning of Management Change Microsoft Organizational Change Management Models of Change Management Devising Standards for Business Success Keyword: CHANGE Objectives of Change Management Training Organizational Change Management Program Providing Solutions for Transition Tips on Carrying Out Organizational Development Change Management PowerPoint Presentation of Change Management Getting a Glimpse of Change Management Concepts Project Management Software Issues Change Requests from Customers What Does the Job of Project Analyst Process Improvement Change Management Entail?

10 Software Change Management Keeping up with the New Demands of the Target Market PowerPoint Presentations of Software for Change Management Dynamism Strategic Approach for Change Management How to Conduct a Study of Change Management Inventories Questionnaires What Organizational Activities Fall Under Supply Chain Management? Theories of Change Management Brilliant Mind s Perspective of the Change Process What Are the Theories of Change Management? Learn about the Three Types of Change Management What is a Planned Change in Educational Management? How Do I Identify What is Planned Change in Educational Management? The Human Factor Writing Conclusion Examples for Change Management...169

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13 12 Changes to Management as Art In every aspect of life and business, change prevails. Change is necessary in order to perform better than the normal conduct. In business organizations, the need for change is not only to improve its delivery of services to its clients, but in managing the organization. Change should be aimed toward improving the existing system and should be done continuously. Change in Management increases as technology rapidly grows and innovations continuously evolve. Organizational systems and processes proliferate, which enables every firm to make things faster, and easier access to knowing the needs of its clients. At same time, allowing for increased expectations of what the employees can do, as well as expectations for the organization. Change is thought of as easy, but it s not. Changes to management cannot be done over time, it is an art. It requires skills for someone to implement change. Changed in management may be seen as a drastic move, but some see it positively as a means of improving the organization s state. There are members within the firm who are resistance to change. When there is a slow down in the ability of the organization to serve or invest in a new initiative, the need for change must occur and should be done immediately. The art of change management is a broad process, and one that requires professional expertise to introduce. It is not a soft skill, as it requires subjective outcomes of seeing the quantifiable results of change, in satisfying customers, and fast delivery of the action or service. Make room for change, as change will not be thought of if there is no need for it.

14 13 Appreciate change management through the use of cartoons How people take information depends on their mood, personality, upbringing and thinking style. It doesn t mean that communication can only be through written or spoken means. There are different ways to receive messages. While most people do better with written word and others by verbal communication, some relate best to pictures, graphics or cartoons. Business organizations should be able to address change management in different ways, as personalities differ. Pictures or graphics speaks for themselves. Most often, it is easier and faster to grasp visuals, rather than reading articles. The use of one or two sentences to support a graphic is enough to explain what it means. People in the organization need to be convinced, especially if change management is being proposed. One way of better understanding messages, or communicating them, is through graphics. They can be presented during meetings, training seminars, and can even be part of posters found on the firm s bulletin boards. The change management cartoon makes it comfortable for leaders to disseminate information, at the initial stage, to those who resist change. A person resistive to change gradually gets to understand the change, if viewed from time to time, gets the meaning of the message, and later becomes comfortable with it. The change management cartoon is an aid to help management communicate its strategy in a way that is entertaining and fun, and with pictures that speak for themselves. With the change management cartoon, management has an easy way of disseminating information, and without pushing people to read it. They simply look at change management cartoons, and re-think.

15 14 Using a Change Management Certificate Template As an organization opts for change management, participation of all its members should be encouraged. A business aware of the need for change should support it, and from time to time monitor how change management is being carried out to insure that it is carried out as planned. A change that does not produce good results should be given a second look, and studied to see how it can be handled better. Individuals who are resistant to change should be talked to, so that a better appreciation of the need for change management is explained. When things go wrong, management should always have a hand at resolving the situation, and better still, find an alternative to further improve the change. Change management should be monitored, so as to assess its effects. The cause and effect of the change management should be communicated to all necessary staff. All changes pertaining to change management should be covered with a formal request, and all results should likewise be supported. This is also called change management certificate. The certificate bears a template that makes things easier for those in charge of managing the change. The word template represents a page layout pre-designed in electronic or paper media that is ready to be filled out each time a change management certification or request is made. The change management certificate template can also be changed or edited, should a new feature be determined to be necessary.

16 15 The change management certificate template aids the business organization in finding out what, who, when, why and how change management takes place. Actions are communicated, as well as results, whether good or bad. With the change management certificate template, a faster response to the need is addressed.

17 16 An Example of a Change Management Model Change is inevitable. All organizations change in small ways continuously. When dealing with big changes, organizational change management is important. There are several change management models being utilized and modified today. While they may have different approaches, depending on the situation they confront, their objective is always for the company to successfully implement the change process in a smooth and efficient way. The Lewin s Change Management Model is still used today. Conceptualized by psychologist Kurt Lewin in the 1950s, it emphasizes three stages of change: unfreezing, modification, then refreezing. He explains that people do not usually accept change as a part of the work process, and would continually stay in their comfortzone. In overcoming this status quo, the organization must motivate the people for change to occur. Modification involves a transition from the current state to the desired state. This is the second stage in Lewin s Model. The transition may be a little uncomfortable for most employees, but with proper motivation and good leadership, the firm will still be able to implement the change. The modification period is very critical because it involves a lot of training, skills transfer, and the most sensitive of all, personnel re-alignments and even reduction. The third stage, refreezing comes when the workforce has already embedded the change in their system--until another unfreezing happens. While Lewin s Change Management Model may be an effective and simple way of implementing change, some criticize it for

18 17 not properly processing the after-effects of the change on the employees morale (like the fear of having another change coming). There really is no perfect approach for change. Integrating other change management models with Lewin s is better than just using one model alone. You may also want to study Kotter s Eight Step Change Model, Beer s Model, McKiney s 7-s Model, and Shaw s Model.

19 18 Techniques for Creating Your Own Change Management Plan Change management is a very essential process in any business. Change Management plans, evaluate and implement the necessary changes needed in an organization. This process helps your company find and innovate new techniques and procedures to improve the service you provide. In this way, you will be able to satisfy your customers. With the help of a Change Management Plan, you can guarantee sufficient control over the changes. There are programs to create a Change Management Plan available from most software companies. They can produce a project plan to help in the company s change management planning. In creating a plan, designation of responsibilities is very important. Development Manager is in charge of updating and maintaining the Change Management Plan. Here is how to organize the plan: Stakeholder Analysis: holds various stakeholders who are willing to implement change in the business. Identifying and training them is important. Organizing approach and principles: it is essential that principles and approach are made to effectively execute the strategies in change management. Plan, apply and schedule the events: planning and applying the strategies are very important, this will verify the success of your techniques. Scheduling the events, such as training and seminars will help you in developing an organized Change Management. This plan provides a framework in managing and organizing communication and systems in a firm. The Change Management Plan recognizes the main stakeholders that are involved in the project. It also outlines the change management plan and techniques. This plan also discusses strategies and incidents to fulfill the objectives of your organization.

20 19 Strengthening the Change Management as implemented In every change, there is an end result. Businesses do not just create change for the heck of making one. They feel that change is necessary, and that it will yield better results than what results they are currently getting. Management always expects to get better opportunities, and at the same time maintain the quality of its performance to its clients and employees. At the end of the journey is the achievement of one's goal. Businesses, upon reaching the conclusion of implementing change, should carefully assess and monitor the results of the change from time to time. If needed, it s best to update it. A change request is needed to communicate the results of the change, whether good or bad. Span of control on the change should also be established; and there should be a gauge on when change management needs to be strengthened. The change management process conclusion, being the final phase in the strategic implementation of change, should require a thorough evaluation and readjustment of focus on the measurement of results and planning for the future. Along with careful controls to remain on the "critical path, there should be assurances that changes are carried out along the line as planned. At the conclusion stage, the change leader may get several viewpoints from others, and it is the change leader s task to anticipate actions and reactions. The change leader should understand that individuals change viewpoints when new information is obtained and evaluated. The change management process conclusion is not the end, but merely that which ignites the start of new change.

21 20 Why the Change Management Process is very Important The Change Management Process is a procedure of planning, assessing and implementing changes to a system. The main goals in the process are: maintaining and supporting the process of changes, and allowing the traceability of changes. It is a very important process, giving you huge benefits by developing your system; and as a result, satisfying the needs of your customers. The Change Management Process can help you handle all the change requests in your project. By going through this process, you can easily monitor and manage the quantity of change. The key steps for handling change are included in this process. Through this process, you can identify and recognize the requirements of change in your project. You can organize the process of passing change requests. The Change Management Process can also establish the feasibility of the requested changes. It is also through this process that permission for change is officially granted before it even happens. It s also possible to create a schedule to review the impact of the changes. It s important to go thorough the Change Management Process, for it will give you a template in managing change in your projects. It fully explains every step of the change procedure. It also identifies the responsibilities of the people included in change management. Not only that, it illuminates the approval process and reviews changes in a project. Change Management is the central function of Project Management. This is very important in achieving success for the project. Change always affects your capability to deliver projects, and

22 21 increases your expenses and operation timeframes. For you to effectively control projects, you can use the Change Management Process to successfully execute your plans. This will give you a tool to help you deal with change easily.

23 22 he Benefits of Having Change Management Software in Your Business Change management is a significant process in any business. With the fast changing developments in technology, it is very important for firms to find creative ways to improve their service. If you are seriously considering Change Management in your company, there is software that s readily available to help you in establishing the procedures for change management. Automating software in change management is a very convenient process for your system. Change management software is designed to make procedures easier and cleaner. This software helps you to reduce intensive labor hours. What are the key benefits of Change Management Software? One of the key benefits of this software is its capacity to control all change activity. This will result in reduced loss of quality. It gives you the capability to monitor and approve change requests. It can calculate and analyze the risks in relation to the change request. Change management software can give you access to other important key process information on organized and applied changes. It has the power to customize your company s change request forms to fit the current change management procedures. A suitable workflow can be provided by Change Management Software. It can control and manage each step in restoration, just in case implementation of change fails.

24 23 These days, successful organizations deal with different changes every day. Applying these changes is not that easy. They will be valuable to your company if their impact can be appropriately assessed, applied and controlled. Change Management gives you a practical, integrated and automated method to implement change. This can actually reduce the risks in your business and also promote an organized and strategic plan for change.

25 24 What Makes a Change Management Team? The responsibility of managing change should be management s concern and not that of the employees. It is the employees responsibility to do their best to cope with the change. Management has the responsibility of explaining to its employees why change is being made, and also the responsibility to facilitate and enable change. In view of these issues, management should come up with a team to handle the change and make it work. Technical expertise is also a vital factor in the selection of a change management team. The team is expected to have a step back attitude and not be judgmental. The team is also expected to help people learn to understand the reasons, aims, and ways of positively interacting with employees' own situations and capabilities. As businesses impose new things, there will always be difficulties encountered by people. It s best that people at work participate and have an open, early, full communication at the start. One way of achieving a collective understanding of the change management approaches, policies, methods, systems, and ideas is by conducting workshops. The change management team should conduct a staff survey to address problems, and fix them quickly. An anonymous survey comment should be published, as well as the findings. The change management team should do its best to make change achievable. The success of change management depends on how well the team performs. For your people to trust the change within the organization, the change management team should likewise have the credibility and integrity to be trusted.

26 25 Timeframe Trial on the use of Change Management Software Change management used to be designed over numerous hours spent at work, and sitting down at meetings. Nowadays, change management can be done using software. For a company that wishes to implement change management, they may avail themselves of the trial period. The change management software is made available based on the timeframe, as agreed upon by the software provider and the client. The use of change management software is believed to have the following benefits: The change activity is orchestrated and controlled. With these, instances of quality loss as a result of uncoordinated changes are minimized. The change requests from any location can be monitored and approved at any point in time and place. The ability to compute the risk related to the change request by the use of a risk assessment module. Provide for the accessibility to important key process information (KPI) with regard to plan and changes for implementation and their ramifications. Allows the customization of change request forms to meet the needs of users, as well as making things simple in terms of processes and understanding terminologies. Provide documentation and control of the workflow as a step by step guide in the event that the original state prior to change requests requires restoration. With the timeframe given for a business to try the software, companies are given the chance to better appreciate the need for the software. The change management software is ideal for busi-

27 26 nesses that look forward to automating or establishing their change management procedures and processes.

28 27 Change Management: Why Your Company Needs It Change management can be defined as a control mechanism in an area of practice. It takes the task of handling change. It actually refers to creating changes in an organized and systematic matter. Change management intends to efficiently apply the new techniques and processes in your company. Common change management refers to the aspect of information technology systems development projects. In a company, there are different kinds of tasks. A normal delivery process is one of the jobs that needs to be done in a business. But there is also what we call change activities, which focus more on the needed changes in your organization. Although change can happen without shifting jobs, products and changing places; change can happen first inside your mind. That is why it is very critical for organizations to understand this aspect. Without knowing and understanding, change is destined to create serious problems. Change is inevitable. You can t disregard and ignore it in your company. Even though you cannot avoid resistance to the changes, you have to let people understand the purpose of change in your firm. Ways to Manage Change. There are different ways how to manage change inside and outside your influence. Here are some tips on how to manage change projects: Analyze and identify the change. You have to investigate and understand the necessary changes needed in your company. Stakeholders management is one of the main reasons for failed change. Stakeholders are those who show interest in change, or those who intend to undergo change. They need to be dealt with properly. Build a plan. Planning and organizing a bulletproof plan is very important.

29 28 Apply these changes in your company. Organizing change and utilizing the techniques to monitor the outcome is needed to know if the change is appropriate.

30 29 Kotter s Change Model of Management An organization will always go through various changes in its lifetime. After all, adaptation is one of the key factors in an organization s survival. There are several well accepted change models of management. All of them have been scientifically proven to be effective in the management of change. Kotter s Eight Step Change Model of Management explains that there are eight essential steps in an organization s change management. They are as follows: 1. Initiate Urgency: Organizations need to establish a sense of urgency within the employees to effectively implement change. They should be able to explain properly why this is important and urgent for the company s survival. 2. Change Team: This team should involve respected members of the company and department leaders impacted by the change. They should be able to influence teamwork in the organization. 3. Establish Vision: An organization with a clear vision on how and where it wants to be in the future will be able to direct its employees in achieving its goals. 4. Communicate Vision: The vision must be communicated properly, and employees must be able to understand it thoroughly, and comply with the company s vision of the future. 5. Empower Others: Employees who feel that they are empowered by the firm to achieve the vision will be more motivated to cooperate with the transition. This creates a sense of responsibility for the employee.

31 30 6. Easy Goals: By creating short-term goals and rewarding employees for achieving it, the company will achieve the bigger vision in a step-by-step approach. 7. More Goals: After achieving their short-term goals, new ones should immediately follow in order for the firm to be able to achieve the bigger goal. 8. Embrace Culture: The final step in this change model of management is to permanently institutionalize the new approaches by embedding them in the company s culture and leadership succession.

32 31 The Academy for Change Management The purpose of an academy offering courses in Change Management is to position an organization or business to have a competitive advantage, and to develop sustainable success by continually developing changes in the firm. The academy must be designed to challenge, develop and inspire the management team of any stage. The courses offered in Change Management must enable the student to have knowledge on how to manage change effectively. He must also be trained by the academy to oppose the resistance of the employees, and to motivate them. The academy for Change Management is expected to produce managers that have the most advanced skills is management. People who are interested in enrolling in the academy must look for one that offers different benefits upon completion of the course. The students must be able to identify the activities that need to be done for each phase of the change. They must be able to build rapport easily with everyone they interact with; and learn to have an understanding of the effective methods of communication. They must also be motivated by the academy to be their very best, and must be able to manage their state. The concepts proposed by the future manager must be made to add values to the activities within the organization. In looking for the right academy to enroll in, try to consider the factors stated above, because the choice of academy will tell what kind of manager the person will become in the near future.

33 32 The Certificate for Change Management Change is constant and inevitable in any organization. When people take a Change Management training program, it is necessary to award them for their achievement. A person who successfully finished and passed the course may be regarded as an effective agent of Change Management. He s learned how to influence change in an organization, both in his and other people s actions. The certificate given to him is an acknowledgement that he took a program that provides him knowledge about Change Management, an understanding of the changes within an organization, and the skills he must learn to facilitate the development and implementation of the changes successfully. People awarded the Change Management certificate must have the following abilities: Able to plan for the Change Management implementation. Evaluate and prioritize the cost, the benefits, the impact, and the risks of the changes that are proposed. Have the ability to organize the Request For Change or RFC. Prepare for the meetings of the Change Advisory Board. Agree and justify the proposed change models and standard changes. The building, testing, and implementation of the change must also be supervised. Be able to handle any back out for changes that failed.

34 33 Be aware of the tools that support the implementation of Change Management, and determine how to make improvements. The certificate for change Management is only awarded to those people who are determined, and posses the qualities of a competitive Change Manager.

35 34 The Risks a Change Management Consultant Faces From His Own Clients You usually associate clients as being necessary for your change management consultancy business to prosper after all, no consultancy can survive if there are no clients. But, did you know that a change management consultant can suffer harm from the clients themselves? Here is how a client (and his representatives or subordinates) can sabotage the efforts of a change management consultant to initiate and establish an effective change management program in the client s organization: First, all seems to be proceeding normally the change management consultant is hired, he identifies the causes of problems that crop up when the changes are being initiated, and proposes a program that will resolve this situation so that the changes can be properly carried out (and hopefully the change management consultant can then move on to his next client.) However, the client (or his subordinates) surprisingly will not react positively to the progress that the change management consultant is making. On the contrary, they may seem offended, and perhaps be even downright hostile, after the consultant has proposed his solution. What happened between hiring the change management consultant, and when the consultant came up with an effective solution?

36 35 What the change management consultant may not have expected is that the client and his managers, and other subordinates may have realized that either: they could have thought up the solution proposed by themselves; and/or they feel that the consultant places them in a bad light as members of management by coming up with a solution to the problems. Whichever holds true, the poor change management consultant is placed in an uncomfortable situation. To resolve this, the consultant may opt to leave after proposing his solution, so the client and his people can implement it themselves, which thus puts these members of management in a good light again, since they seem like the heroes in the situation, to the unwary.

37 36 A Broader Look at the Definition of Change Management We know that Change Management, by its very name, involves management of changes. They occur within an organizational setting, meaning changes do not occur in a vacuum. There are certain elements that come into play when a Change Management process is introduced into a firm. These are called Functions, Goals, Resources, Environment, and Principles. Functions refers to the purpose of the project, or what products or services are expected to be produced by the company, should the project be successful. Any project has to serve a specific purpose (function) or else it s meaningless. Goals refers to the specific change(s) that the project aims to put into play, or set in place. It differs from function in that a function would be the reason the project exists, while a goal would be the objective that the project aims to accomplish. Resources are defined as the scalability and capacity of the project. Will it succeed as it is currently designed? Or are there other elements that have to be tweaked first before the project can accomplish its goals and fulfill its function? Environment refers to the elements in the surroundings of the firm, or perhaps the components of the organization itself, which may be influenced by the project outcome. Since the change management project does not exist in a vacuum, the environment may in turn also affect the project.

38 37 Principles is concerned with function in a way, since it tries to foresee whether the functions will be affected in any way. You can say a basic principle of a change management project is that it should not hamper the function(s) in any manner, or else we can say the principle of the project has been violated somehow.

39 38 The Change Management of ITIL The main objective of the Change Management of ITIL is to make sure that the standard methods and processes are used for the efficiency and on-time handling of the changes implemented to reduce the impact of the problems related to the change done to the quality of the service of the organization. The plan for the set up and the ongoing strategy for Change Management in a particular organization helps support the entire IT service management infrastructure. The Change Management also support or limit the success of the other processes of ITIL. To make sure that the supply of the IT services are efficient, it is important that the change is managed, monitored, and controlled in a systematic way. This will help reduce undue disturbances to the IT services that are delivered to the customer. The Request For Changes or RFC can be developed to correct any fault in the IT infrastructure that was identified in the process of managing problems. Change Management has the full responsibility for managing, monitoring and controlling the way that the change is planned, initiated, assessed, scheduled and implemented. The scope of Change Management includes but is not limited to the components of the information technology infrastructure like the software, hardware, and the documentation. Another scope of Change Management is the IT services or the Service Level Agreements (SLA), and lastly, the organizations of the IT service including the organizational structures and its procedures. The Change Management within the organization must be ITIL compliant and must also help to support different and complex options of the organization s workflow. This is to achieve its goal to improve the everyday operations of the organization.

40 39 The Model for Change Management Change management aims at bringing better results that those currently experienced. In change management, one realizes that there are better ways of performing effectively, and at the same time cope with client's expectations. To implement change, come up with a model. There are various change management models, the most commonly used is ADKAR. It s for individual change management, and was developed by Prosci with input from 1000 organizations from 59 countries. It describes the building blocks necessary for individual change to be successful, and it includes: Awareness the business organization identifies exactly why there is a need to change. Management should have a clear and valid reason for coming up with a change program, and be able to identity how, when and where the change is to occur. Desire the enthusiasm of supporting and participating in the change. This is also called harnessing support. Identifying the stakeholders for the change and knowing if senior management supports the change. Knowledge the information necessary to know how to implement change. To find out whether the change plan is sufficiently scoped and resources are adequate. Ability the skills needed to implement the new skills and behaviors. Ensuring that focus is given on both soft and technical skills. Reinforcement the capacity to sustain change. The performance and success results should be reported. There is a need for a communication plan to be de-

41 40 veloped so that everybody is informed and aware of what is going on. Change management model is a tool to carry out change within an organization. Guided by the model, there is no reason for change management to be ineffective.

42 41 The Roots of Change Management Theory Change Management Theory has its roots in different fields; namely, engineering, business and psychology. That is why change management is applied in different ways in different disciplines. If we talk about Individual Change Management, that refers to changing the behavior of an individual (such as to stop smoking or drinking.) Change Management in business pertains to changing technology and/or a business process. When applied on a societal level, Change Management refers to creating new laws or government policies to initiate societal changes. Regardless of how Change Management is to be applied or where, Change Management Theory operates on five key principles: The first is that people display different reactions to change, since each person is a unique individual. Second, all people have basic needs that they aim to satisfy, regardless of who they are or what their occupation is. Third, for every change initiated, the person or entity will have to lose something for the change to be successful. Fourth, people have different expectations about change management efforts, so all such programs have to be realistic.

43 42 And finally, that there will always be fear of change, and proper change management involves facing those fears in appropriate ways. When all five principles are applied well by the person or organization that undertakes change management, then the odds that change management will be successful go up significantly. This doesn t mean failure will never occur, but rather that the odds of failure will go down by a great degree.

44 43 The Need for a Change Management Tool Change management will not succeed if it comes from the idea of one and is not supported by all. It involves careful planning and implementation. The people affected by the change should be consulted and involved. Change made by forced or pressure to an individual may cause problems. Change management should be realistic, attainable and measurable. When businesses are run by network computers and services on demand require delivery through data systems, high levels of availability are necessary to quickly address the change in order to increase profitability and maintain their edge in the industry. Tools to help IT managers and administrators are in the marketplace to simplify the change management process. The change management tools include downloadable planning templates, readiness assessments, and guidelines for executive sponsorship on proposing change management, as well as how to manage resistance when change is implemented. Tools such as change management certification templates are available, and include training plans, communication plans, sponsor roadmaps, coaching plans and resistance management plans. These tools aim to provide guides to assess and implement change management strategy. The change management tools seek to help business organization to achieve the following: 1. The ability to manage change in individuals and not just the business. Change must not be imposed on people. The reason(s) for change should be clearly explained. 2. The ability to develop a change management strategy. 3. To formulate a communication plan.

45 44 4. To actively manage those people who resist change. 5. Tools guide and assist, simplifying the change management process, and save time and money.

46 45 When Belief Statements Become Effective Change Management Tools A change management tool is a method by which the behavior of people within an organization can be adjusted so that the desired change is achieved. One good tool is belief statements. Belief statements can be effective change management tools when certain conditions are met. First, the people should actually believe that these belief statements are good for them. This will have a corresponding effect on their attitude. If you have the right attitude, you can accomplish much. Second, if you know of any attitudes existing within the minds of people in the target organization that may hamper the efficacy of the proposed changes, they and you must take steps to adjust them. But the first step must always be undertaken by the people in the same way that no one can be hypnotized against his will, no person will believe a belief statement if his attitude runs to the contrary, unless that person changes his attitude first. You have probably heard of born-again Christians conducting Bible study groups to which they invite skeptics. The skeptics have an attitude that effectively says: I do not believe that the Bible has the answers to my problems. The born-again Christian has the attitude that says: I think it does and can solve your problems. So Bible study is change management that aims to uncover the roots contributing to the attitude of the skeptic that prevents them from accepting Biblical beliefs. A skeptic who has changed his mind (or rather, his attitude) about Biblical beliefs will then adopt a belief statement that says: I can do all things through Christ, who strengthens me. But it all has to start within the mind and heart of the skeptic first.

47 46 The Effective Way to Conduct Change Management Training When change management is conducted in an organization, it s important that all members of the firm be trained in the change management program. Otherwise, the change management solution proposed won t be effective since the firm s members will be disorganized, and may even work in counter-productive ways. The people who will initiate change management must be aware of who they will be training, and that means knowing how they really feel about the proposed changes. Any hostility to the program may result in failure to a certain degree. The decision-makers must set change management objectives for specific employee groups that are apt for their capabilities. The changes proposed must not run counter to the welfare of the organization s members, and the organization itself. The language used to describe the proposed changes, and the expected effects should be as simple, precise and clear as possible to eliminate sources of confusion and misapplication of the program. There should have been a thorough study done on any internal and external factors that may affect the outcome of the change management training in any way. No program exists within a vacuum, so doubtless there will be at least one factor that can skew the program s results somehow. The program should adhere to a clear mission or vision that can be communicated properly at all levels of the organization. After the training is completed, suspend all celebrations until it s proven that the program is truly effective. It helps to have a

48 47 positive mindset, but expect glitches to be inherent in your program that need further effort to iron out later on.

49 48 The role of Computer Change Management in Human Behavior Change Management. Computer Change Management pertains to managing change in computer systems it may be better known as IT change management. Human behavior change management is the more popular form of change management, which many people know when change management is mentioned. Both computer change management and human behavior change management are important programs to undertake, but nowhere are both deemed of equal importance more than in companies that are Information Technology service providers. In IT companies, CEOs and managers are becoming more and more aware that it is not enough to iron out software and hardware glitches. It is also important to find out how the attitudes of their IT personnel can affect how they serve their employer and the clients. Nowadays, it is no longer sufficient to simply hire technically qualified people, then put them to work on refining computers and computer systems. It is equally important to find out about the backgrounds of their people; what they think about their work, their superiors, and their co-workers; and how satisfied they are with their choice of occupation. This new mindset of management came about in the wake of new findings about employee behavior as to when they are satisfied and not satisfied with the progress they make at work. People are not machines that run indefinitely once plugged into an electrical

50 49 outlet. Meaning, it is not enough to simply pay them good wages sometimes. One IT-dependent organization that recognizes this is the Landbank of the Philippines. Its Technology Department staff do not just have technical expertise that makes them qualified to be IT technical personnel. They are now required to undergo teambuilding activities as well (both in and out of the workplace), so that all IT staff learn how to work with one another as people. One wellreceived team-building activity is organizing each department into bowling teams that participate in friendly matches against each other.

51 50 Conclusions for Change Management Fostering change in any organization is possible because the activities associated with Change Management enables every firm to ensure practices are used for the efficiency of handling change. Change Management is a very important process. It depends on the accuracy of the configuration data to make sure that the impact of the changes is known and visible. There is a very close relationship between Change Management, Release Management, and Configuration Management. Change Management is a discipline under the Information Technology Service Management. Its objective is to make sure that standardized methods and processes are applied for the efficiency of taking over the changes for controlled IT infrastructures. This is done to lessen the number of impacts of all the related problems upon the delivery of service. The changes regarding the Information Technology infrastructure may develop reactively in relation to the incidents or problems, and the requirements imposed externally to the organization like legislative changes, or from looking for efficiency and effectiveness. Change Management is also a way to enable the initiatives of a business for the improvement of the project and its services. It ensures that the standardized methods, procedures and processes are used mainly for all the changes. Change Management also maintains the appropriate balance between the need for change and possible losses from the impact of the change. It s an ITIL process that helps in the development of other processes, or limits the success of the process if proper management is not done.