Context

Incorporating Change Management into IT Project Management Processes within a multi-national wireless communication organisation. We were tasked with developing and implementing a Change Management Strategy & Framework to support the current Project Team with; improving end–user adoption levels, increasing system utilization, involving end-user throughout the project process. To develop a Change Management Blueprint to enable project team members to duplicate a refined Change Managed process across various areas within the organisation. Create Change Management templates, ensuring standardisation of tools used across the teams and providing tools to assess people risks and mitigation, Pre- and post-project awareness, commitment and adoption levels.

Snap Stats

• Impact to 80 colleagues (high/medium/low):
  • IT Leadership: Medium Impact
  • SBPM: High Impact
  • Project Managers: High Impact
  • Business Analysts: Medium Impact
  • Rest of IT: Low Impact
• Initial Change Management Duration: 12 Months
• Actual Change Management Duration: 15 Months
• Size of Change: Medium Scale
• Change Management Resourcing: Senior Change Consultant

The Results

• 100% Completion of CM strategy & framework, CM blueprint, and CM reporting template
• 100% Alignment to project management, PMO & governance structures
• 100% Integration into the POL process (Project Online)
• 70% Change Management adoption by Project Managers
• 80% Improvement in project communications over four pillars
• 7x Project Managers skilled in change management principles
• 50x Communication sets developed and distributed

The Approach

In implementing this change, it was necessary to understand the current way of working within the EMEA IT Team: Agile (Design for Adoption).

Gain understanding of governance structures within the IT area: Various measurements and systems used.

Incorporating these into a logical Change Management Methodology using a combination of approaches:

• Lean Change Management (to align with Agile)
• Prosci (including ADKAR)

The following steps were taken to achieve an aligned and knowledgeable team:

• Development of Change Management strategy
• Alignment of a framework & blueprint
• Create and define various templates, assessments and training artefacts to support and enable the team
• Articulate and document a benefit & measurement approach
• Align approach and outcomes with PMO
• Change management reporting templates developed to encompass a high level feedback report

Lessons from the Frontline

• IT teams are under great pressure to deliver to their customer – the business. It’s easy to forget about the person at the end of the chain, actually using the new system or following a new process.
• IT teams need to evolve in such a way that “People” are as much a focus as a project plan. It is about putting  First Things First, and spending time understanding the change, the impact of the change and benefit to the organisation and individuals.
• A perfect system can be developed, an adopted system must be earned.

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