1 brad sewall & sohail thaker change management is critical for a ba’s success: tuning your...

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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

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bsewall@ethier.ca

sthaker@ethier.ca

www.ethier.ca

Questions