Managed Change A Sponsors Perspective The DMA Teleservices Conference June 3, 2004

1
Managed ChangeA Sponsors PerspectiveThe DMA
Teleservices ConferenceJune 3, 2004
K. Judge
K. Judge
K. Judge
2
Change Challenge or Opportunity
STATES
GLBA
TSR
HIPPA
TCPA
K. Judge
FEDS
PRIVACY
NAIC
DNC
3
Who is LaMarsh Associates ?

• A world leader in change management consulting
  and learning services

• We help our clients anticipate and manage
  organizational resistance.

• We support organizations who are planning and
  implementing major change initiatives.

• We provide Managed Change, a disciplined and
  replicable approach to proactively managing
  change.

4
What is Change Management?

• Change management is the systematic process of
  applying the knowledge, tools and resources
  needed to effect change to the people who will be
  impacted by it.

• While change is always initiated with a view to a
  positive outcome, the most common obstacle to
  successful change is human resistance address
  the resistance and your change will happen faster
  and smoother.

5
Why Manage Change?
Success/Contribution
Time
6
Greatest Change Management Obstacles
7
People and their behaviors are responsible for
over 50 of project failures or delivery
shortcomings! Why not mitigate the
implementation project risks by addressing these
people issues?

K. Judge
8
Organizational Resistance
9
What are the Costs of Not Aggressively Managing
the People Related Aspects of Change?

• Loss of key people who cannot or will not make
  the transition

• Wasted investment

• Stress costs

• Image in the marketplace

10
The competitive edge is an organizations ability
to manage and leverage change within a replicable
framework.

• The choice is. change happening to you, or

11
Lessons Learned about Being a Sponsor of
Change..
K. Judge
12
Role Clarity Sponsor vs. Change Agent

• Sponsors Change Agents
• - Own the CHANGE - Direct the Change
• - Make it clear that resistance will -
  Systematically identify the target populations be
  addressed and the sources of potential
  resistance
• - Commit the resources that are - Identify the
  actions required to reduce the
• required to reduce the resistance
  resistance and build the plan of action
• - Do the communicating - Write the speeches
• - Provide the rewards and reinforcements -
  Determine what those need to be

13
(No Transcript)
14
Lessons Learned as a Sponsor of Change

• Everyone wants to see where they are in the
  picture

15
How the Targets of Change See Themselves
16
Change Impact Analysis

• Change Initiatives Sponsors
• 1 New Center Opening PRES
• 2 Customer Service Cross Selling VP-TQ
• 3 Compliance FIN
• 4 Associate Recruiting HR
• 5 New Client Implementation VP-SALES
• 6 Web Chat VP-OPS
• 7 Problem Resolution VP-TQ

17
Lessons Learned as a Sponsor of Change

• Everyone wants to see where they are in the
  picture
• Multiple change initiatives can be overwhelming -
  especially to certain target groups

18
The Importance of a Well Designed Governance
Structure
19
Alignment and SupportThrough Management Cascade

• Change Initiatives Sponsors
• 2 Customer Service Cross Selling VP-TQ

20
Lessons Learned as a Sponsor of Change

• Everyone wants to see where they are in the
  picture
• Multiple change initiatives can be overwhelming
• Alignment and support throughout is key -
  Beware of the BLACK HOLE

21
Alignment and SupportThrough Management Cascade

• Change Initiatives Sponsors
• 2 Customer Service Cross Selling VP-TQ

the Black Hole
22
The Management Cascade

• Authorizing Sponsor
• Reinforcing Sponsor
• Reinforcing Sponsor
• Reinforcing Sponsor
• Targets

K. Judge
23
Change Challenge or Opportunity
STATES
GLBA
TSR
HIPPA
TCPA
K. Judge
FEDS
PRIVACY
NAIC
DNC
24
Negative Attitudes are Contagious
25
Lessons Learned as a Sponsor of Change

• Everyone wants to see where they are in the
  picture
• Multiple change initiatives can be overwhelming
• Alignment and support throughout is key
• Negative Attitudes are Contagious

26
Making Lemonade Out of Lemons
27
As a Leader in Your Organization What Can You Do?

• The Role of a Sponsor
• Make it clear that resistance will be addressed
• Commit the resources required to address that
  resistance
• Do the communicating again again again
• Provide the rewards and reinforcements
• Choose a Change Agent

28
As a CHANGE AGENT in your organization, what can
you do?

• The role of a Change Agent___________
• Direct the Change
• Systematically identify the target populations
  and the sources
• of potential resistance
• Identify the actions required to reduce the
  resistance and build
• the plan of action
• Write the speeches
• Determine what rewards and reinforcements are
  needed
• Coach the Sponsor

again
again
again
29
The Dip in the Delta
Productivity
Productivity
K. Judge
K. Judge
Productivity Without Managed Change Productivity
With Managed Change
30
Change management is a proactive continuous
process, proven to be essential to the success
of many enterprises.

• Embedded into the heart of every project.

31
Q A