1 brad sewall & sohail thaker change management is critical for a ba’s success: tuning your...
TRANSCRIPT
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Brad Sewall & Sohail Thaker
Change Management is Critical for a
BA’s Success: Tuning Your Change Management Radar
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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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• 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”
Impacts of Failure
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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
8 Sandra Risebrough
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•Oil & Gas Program
•Well life cycle improvement
•Silo’d operations was the industry standard
•More work coming – no more people
•1,000 people impacted (70% of company)
Summary
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• 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
Sandra’s Case Study
11 Kerrie Senyk
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•Implement replacement GIS
•Develop easier processes for end-users to query images
•$3M budget
•Desire to change low
•Resistance to document existing processes
Summary
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• 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
Kerrie’s Case Study
14 Sue Kepes
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•Sarbanes Oxley (SOX) general computer controls
•Systems and processes impacting external financial reporting
•Best practices
•Segregation of duties
•Documentation
Summary
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• 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
Sue’s Case Study
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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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Active & Visible Sponsorship
Driven by Business Need
Adoption is the Goal
Regular Communication
Resistance is Normal
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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
