Brad Sewall

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Change Management is Critical for a BAs
Success Tuning Your Change Management Radar
Brad Sewall Sohail Thaker
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Learning Objectives

• The importance of Change Management
• Deal with Resistance to Change
• Tune your own Change Management Radar

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Impacts of Failure

• 28,000 bags lost
• Hundreds of flights cancelled
• Thousands of irate passengers
• Media attention from around the world 
• Lost - 32 Million in first week
• Top British Airways executives forced to resign
• CEO Willie Walsh summed up events with the
  phrase not our finest hour

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Why did the T5 opening fail?

• Staff were not on-side with change (morale)
• Lack of staff training orientation to T5
• Poor process understanding
• Did not anticipate reduced efficiency at start-up
• Not enough staff to effectively manage problems
  as they arose
• Failure to test the system and processes with
  realistic loads

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Technical BA

• BA by the book
• Focus on
• Check-lists
• Mechanics
• Templates/Forms
• Technology focus
• Symptoms vs. Root Cause

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Case Studies
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Sandra Risebrough
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Summary

• Oil Gas Program
• Well life cycle improvement
• Silod operations was the industry standard
• More work coming no more people
• 1,000 people impacted (70 of company)

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Sandras Case Study

• Developed strong sponsorship group
• Hired change management resources
• Reinforced business value / need for change
• Ensured active involvement by affected groups
• Measured satisfaction along the way

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Kerrie Senyk
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Summary

• Implement replacement GIS
• Develop easier processes for end-users to query
  images
• 3M budget
• Desire to change low
• Resistance to document existing processes

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Kerries Case Study

• Educate why processes needed to be documented
• Definition stage had to take longer
• Had to build trust show willingness to modify
  approach
• Had to do a lot of back-room mapping
• At UAT it all came together business realized
  value of process work

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Sue Kepes
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Summary

• Sarbanes Oxley (SOX) general computer controls
• Systems and processes impacting external
  financial reporting
• Best practices
• Segregation of duties
• Documentation

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Sues Case Study

• Sponsor was early adopter and well-respected by
  peers
• Regulatory driven fines / jail
• Communicate best practices share
• Provided forum to challenge interpretation
• Monitored progress of compliance

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Tuning your RADAR
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Resistance is Normal
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Active and Visible Sponsorship
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Driven by Business Need
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Adoption is the Goal
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Regular Communication
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Resistance is Normal
Active Visible Sponsorship
Driven by Business Need
Adoption is the Goal
Regular Communication
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Learning Objectives

• The importance of Change Management
• Deal with Resistance to Change
• Tune your own Change Management Radar

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Detailed Cheat Sheet
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• Technical BA delivery is only part of the story
• Adoption is the true measure of success
• Learn more about Change Management
• Use your RADAR

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Questions
bsewall_at_ethier.ca sthaker_at_ethier.ca www.ethier.ca