1. Change Management A process for process change by Cory R. Peters Exelon PowerLabs

2. Six basic components Determining the objective Determining the objective Assigning the team Assigning the team Researching the current process Researching the current process Developing the plan Developing the plan Tracking the progress Tracking the progress Measuring the results Measuring the results

3. Determining the objective

4. Gather Feedback Done through several sessions Done through several sessions Impromptu discussions Impromptu discussions Suggestions (verbal and written) Suggestions (verbal and written) Customer feedback (complaints) Customer feedback (complaints) Yearly employee surveys Yearly employee surveys

5. Review Feedback Poll employee focus groups Poll employee focus groups Ensure diversity in groups Ensure diversity in groups Ensure involvement Ensure involvement Solicit new input Solicit new input Solicit management Solicit management Discuss previous feedback Discuss previous feedback Consider business plan Consider business plan Solicit new input Solicit new input

6. Rate the review Organize the feedback Organize the feedback Include any new input Include any new input Consider business factors Consider business factors Level of impact, cost, effort and commitment Level of impact, cost, effort and commitment Compile the ratings Compile the ratings Use several sorting methods Use several sorting methods Include potential timelines Include potential timelines

7. Announce the proposed change Discuss with management Discuss with management Determine the best method/time to announce Determine the best method/time to announce Communicate the change Communicate the change Roll out in regular meetings Roll out in regular meetings Send broadcast email Send broadcast email Post a memo (physical or virtual) Post a memo (physical or virtual)

8. Assigning the team

9. List potential members Look at those involved Look at those involved Sort people by level of knowledge Sort people by level of knowledge Consider ancillary involved people Consider ancillary involved people Ensure diversity Ensure diversity One expert One expert One novice One novice One that has never been involved One that has never been involved

10. Select Leaders Designate Change Sponsor Designate Change Sponsor Overview role Overview role Designate Change Agent Designate Change Agent Steering role Steering role Designate other team members Designate other team members Based on diversity criteria Based on diversity criteria

11. Researching the current process

12. Review the current process Organize the process Organize the process List strengths and weaknesses List strengths and weaknesses Document discussions Document discussions Interview users Interview users Discuss the process with those using it Discuss the process with those using it Focus on ONLY that process Focus on ONLY that process

13. Benchmark others Sample similar processes within Sample similar processes within Compare strengths and weaknesses Compare strengths and weaknesses Consider transition of process Consider transition of process Sample outside (in or outside company) Sample outside (in or outside company) Study their similar process Study their similar process Capture their lessons learned Capture their lessons learned

14. Developing the plan

15. Brainstorm with focus groups Schedule brainstorming sessions Schedule brainstorming sessions Ensure diversity within groups Ensure diversity within groups Facilitate the discussions Facilitate the discussions Ensure all voices are heard Ensure all voices are heard Record information gathered in sessions Record information gathered in sessions ALL information ALL information

16. Organize the results Gather all information in one location Gather all information in one location Capture brainstorming ideas on spreadsheet Capture brainstorming ideas on spreadsheet Ensure easy accessibility of information Ensure easy accessibility of information Develop Change Management Form Develop Change Management Form Outline the process to be changed Outline the process to be changed Record the team members Record the team members Link all other documents Link all other documents

17. Define the deliverables Define success Define success Specific section(s) of the process Specific section(s) of the process Clear expectations for each change Clear expectations for each change Determine the state of a completed task Determine the state of a completed task

18. Assign the tasks Define each team member’s duty Define each team member’s duty Assign based on expertise Assign based on expertise Define roles of Change Agent and Sponsor Define roles of Change Agent and Sponsor Define areas of work outside team Define areas of work outside team Potential IT solutions Potential IT solutions Potential contractor work Potential contractor work Potential purchase requirements Potential purchase requirements

19. Sculpt the timeline Define the tasks completion dates Define the tasks completion dates Allow time for normal work activities Allow time for normal work activities Allow time for potential set backs Allow time for potential set backs Schedule all tasks on to one timeline Schedule all tasks on to one timeline Allow for parallel activities Allow for parallel activities Ensure team members are not overtaxed Ensure team members are not overtaxed

20. Tracking the progress

21. Set milestones Define completion dates to portions Define completion dates to portions Set based on the developed timeline Set based on the developed timeline Allow for some flexibility Allow for some flexibility Capture the defined success Capture the defined success Ensure awareness of requirements Ensure awareness of requirements Record as part of Change Management Form Record as part of Change Management Form

22. Communicate clearly Constant updates to team members Constant updates to team members Allow for some feedback sessions Allow for some feedback sessions Review timeline frequently Review timeline frequently Check in with due tasks Check in with due tasks Pull others into the process as needed Pull others into the process as needed Consult with experts Consult with experts Record any change in expectations Record any change in expectations

23. Incorporate independent review Engage the Change Sponsor Engage the Change Sponsor Seek advice Seek advice Schedule review points Schedule review points Solicit feedback during task work Solicit feedback during task work Keep sessions brief Keep sessions brief Record any feedback Record any feedback Communicate feedback to team members Communicate feedback to team members

24. Sculpt the timeline Define the tasks completion dates Define the tasks completion dates Allow time for normal work activities Allow time for normal work activities Allow time for potential set backs Allow time for potential set backs Schedule all tasks on to one timeline Schedule all tasks on to one timeline Allow for parallel activities Allow for parallel activities Ensure team members are not overtaxed Ensure team members are not overtaxed

25. Measuring the results

26. Implement the completed plan After completion of all tasks After completion of all tasks Review tasks’ success definitions Review tasks’ success definitions Communicate initiation of change Communicate initiation of change Engage the change Engage the change Designate specific start date Designate specific start date Perform roll out session Perform roll out session Provide training as needed Provide training as needed

27. Review the deliverables Determine if deliverables were met Determine if deliverables were met Review initial reason for change Review initial reason for change Determine effectiveness of change Determine effectiveness of change Solicit feedback Solicit feedback Allow new process to work for some time Allow new process to work for some time Poll independent users Poll independent users Schedule a formal feedback session Schedule a formal feedback session

28. Track the results of change Develop performance indicators (PI) Develop performance indicators (PI) Ensure use for long term tracking Ensure use for long term tracking Ensure clear, measurable metric Ensure clear, measurable metric Track the PI for some time Track the PI for some time Define time (i.e. 1 year) Define time (i.e. 1 year) Assign tracking responsibility (Change Agent) Assign tracking responsibility (Change Agent) Provide training as needed Provide training as needed After tracking, declare success After tracking, declare success

29. Summary Ensure management sponsorship Ensure management sponsorship Involve those who use the process in the changes Involve those who use the process in the changes Communicate throughout the process Communicate throughout the process Trend changes to determine true impact Trend changes to determine true impact

30. Questions?