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Managing Change in the Face of New HCM Technology
Dr. Katherine JonesVice-President, HCM Technology ResearchBersin by Deloitte Deloitte Consulting LLP
September 17, 2015
Twitter: @katherine_jonesLI: Katherine Jones
70%
Of change initiatives fail
Source: Leading Change. John Kotter. Harvard Business School Press, 1996
Agenda to get you into the 30% The issue
The Gottchas
Planning your plan
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Big Picture of Business Transformation
Change Manage
ment
Processes
Technology
Nothing will change if the people don’t
change…
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
What Change Management
Is
• The process which empowers employees to embrace large-scale organizational change
• The use of tools and techniques to facilitate those processes
What Effective Change
Management Does
• Facilitates people’s movement from a current state to a future state, minimizing disruption to the organization and maximizing the desired results
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Why is Change Management Important?
Research tells us that
70% of change management initiatives fail.
Source: Leading Change. John Kotter. Harvard Business School Press, 1996
Steps to Address
Stakeholder Analysis
• By Groups
• By Influence
Capability Gap Analysis
• Skills required
• Skills in place
Readiness Assessment
• Ready or Not?
• Will They Change?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
What You Can Learn if You Have a Business Case
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
2
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Determine What Success Will Look Like—Upfront
How will you measure success at the project’s end?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
Get Onboard with Your Captain
The Executive Champion is Central to Success
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Pick Your Crew Carefully
Select team members
Assign a “Decider”
Develop a back-filling plan
Criteria:• Business acumen• Functional
knowledge• Promotable
Criteria:• Credible leader• Authority figure• Tie-breaker
Keep Your Crew:• Cross-train
peers• Hire temps• Prepare for
long term staffing changes
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
5
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015
The Trade Winds to Consensus
Resistance can sink your ship...Individuals are often opposed to change.
Lack of Awareness Awareness Understandi
ng Acceptance Buy-in Ownership
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015
Capability Gap Analysis
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Relationship Between Competencies, Capabilities and Behaviors
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Example: What Level do you Require?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Example: Determining a Capability Gap
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Create a Worksheet
Does your population have the
skills? The
experience? The
knowledge? The
resources? Are there
environmental factors?
Training/Hiring
ResourcesMaterialsSupport
structuresAlternative approaches
Sink or Swim? Analyzing Next Steps
But Are They Ready to Change?
Change Readiness Assessment: The Process
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
How Will You Ascertain Readiness?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Example
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Employee Sentiment: Survey Areas
Vision
Demographics
Leadership
Organizational Preparedness
Business Benefits
Competing Initiatives
Communication
Organization Reaction
Organizational Culture
When One and Done is Insufficient: A Sample Pulse Survey
LocationPositionFunction
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
And are they ready?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
—Large U.S. Healthcare Business
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
“Paint the vision of the future: cast a common vision across the enterprise of the benefits and the plan.Tailor the message to the different constituents− to our IT committee it
was cost/ benefits; − to HR, the strategic
impact of evidence-based HR that requires consolidation process.”
Communication Plan: Success Factors
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Messages and Methods
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Important to the success of the project
Highly influential
Engage directly
Some impact
Somewhat influential
Involve and collaborate
Low impact
Not influential to others
Keep Informed
Different strokes for different folks; different amounts, different timing
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Change Planning Model
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Integrating Design Thinking into Change Management
Source: Batterii.com; Fiordilino, Carlina. "It's a Matter of Perspective." 23 Mar. 2015. Web. 12 Aug. 2015.
Case in Point: Applying Design Thinking to Business Transformation
Transforming HR
Redundant platforms consolidated
On-premise solutions to Cloud
Run by change management experts
Applied agile, design thinking
Created “federated model” for L&D
shared infrastructure and tools
• Redefined roles of L&D and HR
Processes
Revamp
Retest
Deploy
Technology
ChangeManagement
Source: The Simplification of Work. Katherine Jones, Josh Bersin, and SAP. 2015.
Case in Point: Applying Design Thinking to Simplify Employee Service Delivery
Source: Fostering Change and Driving Productivity. Commonwealth Bank of Australia Case Study, Katherine Jones, Ph.D., Bersin by Deloitte, Deloitte Consulting LLP, June, 2015.
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Reports: Introduction to Change
Management: A Primer for HR Professionals Addressing Organizational Change
Beat the Odds: Manage Change in Your Organization
Selecting and Managing Solution Providers for Change Management
Deploying HCM technologies: Making Change Work
Supporting Materials:• Change Management Stakeholder Analysis• Change Readiness Assessment• Change Management: Capability Gap Analysis• Change Communication Strategy Template• Change Management—Seven Essential Elements for
Navigating the Sea of Change• Change Readiness Model• Multiple Case Studies
Related Bersin Resources
Questions?
Avoid the storms and rocky shoals to keep your change project afloat.
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