1. X4MIS Change Management Principles
Bruce Swain Nov 2016

3. The X4MIS Methodology Describe the scope & impact of change
Define the benefits of change
Deliver a compelling message
Formalise a programme of change
4 Cs - Enable the change
Reinforce and embed the new state
Measure progress
Identify & acknowledge success
Systematically manage resistance

5. Balancing Technology, Process and People
One of the biggest challenges of customer-facing change is achieving understanding and adoption of new ways of working internally.
Change that is dominated by technology achieves around a 10% level of adoption, leading to significant wasted investment.
Getting the right balance between people, process and technology development is critical to improving the customer experience and therefore achieving increased business results
Solutions that achieve the right balance of investment across people, process and technology frequently achieve near 100% adoption.

6. Balancing the Investment
High spend with little difference to the customer
Compromise driven by technology functionality restrictions
Long lead-time for improvement and change
‘What technology can do’ rather then ‘what does the customer want?’
Technology under-utilised/aborted projects/wasted investment
Short-term business improvement
Lack of ownership of the changes – not integrated
Slow and unresponsive benefit realisation
No qualitative or cultural change
Little real impact on customer
Sustainable long-term improvement in results
Best return on investment & benefit realisation
Optimum use of process and technology by dynamic people who ‘own’ and ‘drive’ improvement
Fast gains, ‘quick wins
Highest impact on customer
Greater customer retention through effective relationship building

7. The Change Challenge
In any technology transformation programme the organisation can expect to experience resistance or reluctance to change.
Typically management focus is on minimising the reluctance and an inevitable “production dip”.
The focus of the Change Team is to obtain a balance across people, process and technology activities in order to not only avoid the dip, but continuously improve customer experiences and achieve early business results

8. 1st and 2nd Order Change
Projects without a managed change programme typically focus on 1st Order Change ‘moving the furniture’ which has limited, if any, lasting effect
A Change Management Programme recognises and focuses on 2nd Order Change, a qualitative shift that is transformative in its nature. Doing something significantly or fundamentally different from what was done before.
1st Order Change
2nd Order Change
Adjustments within the existing structure
Doing more or less of something
Reversible
Restoration of balance (homeostasis)
Non-transformational
New learning is not required
Old story can still be told
New way of seeing things
Shifting gears
Irreversible
Often begins through the informal system
Transformation to something quite different
Requires new learning
New story is told

9. The Change Workshop
Based on our experience and the potential scale and form of change we suggest the following as a first step once.
A change initiation workshop consisting of four x 2.5 hour sessions over 3 or 4 weeks with the project team and sponsor plus key technology and business stakeholders
Develop the Change Strategy that’s right for your organisation “adopt or adapt”
Complete the Change Management plan
Understanding and defining the scope
Rational, future model
Stakeholder analysis and resistance management
The Change Team - roles, responsibilities and reporting
Communications plan – getting the story right
Change delivery plan

10. Vision
To develop the most adopted Change Management Methodology in New Zealand… and the world.
The X4MIS™ Change Management Methodology will only be adopted by individuals and organisations if it adds value to the business.  Adoption means we have it right.
 Values
Collaboration - The X4MIS™ Change Management Methodology was developed, and continues to develop. with the support and collaboration of many different individuals
Openness - We have nothing to hide, the X4MIS™ Change Management Methodology and supporting tools will be published and available to all.  Everything we develop is free to individuals and organisations to use.
Simplicity - Building complexity defeats the purpose of the Change Management Methodology
Thievery - “originality is non-existent, don’t bother concealing your thievery – celebrate it and, always remember it’s not where you take things from – it’s where you take them to” – Jim Jarmusch, film maker.