Michael O'Malley argues, “It's not the technology itself
that IT projects stumble upon.” Research from the Project Management Institute
confirms that change management challenges are responsible for most project
failures. Harvard Business School defines organizational change management
(OCM) as the process of driving organizational change to a successful
resolution, noting that it generally involves three phases: preparation,
implementation, and follow-up. When new technologies are introduced, OCM is of particular
importance. If a new technology is underused, the company's investment is not
worth it, regardless of how well it addresses the use case. While the technical
benefits of a new application may be clear to the purchasing team, employees
may find the new software disruptive if it requires a change to existing
processes. Ultimately, if people don't buy into the change, it won't be a
success. With technological change becoming a business imperative today, how
can organizations ensure successful change management? Here are six best
practices:
1. Define success
First, the goals of any change that significantly affects
workflows must be clearly defined. Goals provide a benchmark against which to
measure progress. It helps to set goals in 3 key areas:
People – Consider all stakeholders affected by the proposed
change (including decision makers, the implementation team, and users) and
define how they will be informed and activated about the new technology to maximize
its value. Identify change advocates who will help lead the way by becoming
early adopters and advocates.
Process: Describe the change management process, including
required approvals. The simpler the process, the easier it will be to
implement.
Governance: Governance is a framework that defines how
decisions are made and who has the authority to make them. Describe who has the
authority to make decisions about the purchase and implementation of new
technologies and the communication of changes.
2. Plan for success
It will be worth planning not only implementation, but also
how stakeholders will be informed and involved, and how decisions will be made.
There is also clear evidence that neglecting change management can result in
the failure to achieve desired business results or return on investment.
Working with a customer success manager can help clients achieve greater
adoption and better overall results by helping them develop a success plan that
incorporates technology changes and a change management strategy.
3. Emphasize communication
To receive support across the organization, changes need to
be communicated to all stakeholders, not just those directly affected. Both
process changes and the desired business impact must be shared to ensure employees
see their value. Early communication of significant changes creates
opportunities to raise concerns and can flag challenges long before they affect
progress. For OCM to be successful, it is important to foster a two-way
dialogue. Listen to feedback, gauge employee response, and give them a chance
to suggest improvements. Finally, communicating the benefits of having a lead
sponsor also has several positive implications. Transparency builds trust, and
leadership communication builds employee buy-in.
4. Involve employees
When it comes to communicating change, both the medium and
the message are important. That being said, both the information shared and the
platform used can affect how the message is received. Providing information in
a format that encourages sharing and discussion, such as B. social media can
increase engagement and increase adoption. Some employees adapt to change
faster than others. Fostering knowledge sharing speeds up the learning process
throughout the organization.
Effective communication and employee engagement not only
make the change management process more successful, but are also essential for
success. Employees who are not engaged or supportive.
