Mastering Successful Business Change

By Rob Topley

Introduction

• Strategy and setting good strategic choices is important.

• But Strategy will mean nothing if you fail to execute or deliver changes.

• This presentation looks at the disciplines and the capabilities required to master change delivery.

Change is tough, not changing is fatal

• McKinsey, IBM, , Harvard Business Review have all reported 50 – 70% Change programs fail statistics.

• Change can cause conflicts and disputes

• Can cause reputational damage• Impact organisations financially

Change Fails

History is full of blunders and epic change failures. The business world is one in which we get to see bad decisions on a very big and public scale.

• New coke attempting to change the flavour• Child Support Agency with payment collections• Immigration and Asylum applications backlog

• Heathrow T5 Baggage operation• HSBC/RBS Payment or Account "Glitches"

“It is not the strongest species that survive nor the most intelligent, it is the one most adaptable to change.”Charles Darwin

Change Pressures

• Organisations are having to change to meet new customer demands, improve efficiency and cut costs, meet regulatory requirements

• Organisations are being asked to deliver change at a rapid rate to compete.

Types of Change

• Structural change• Cost cutting change• Social or Cultural change• Process change• Strategic purpose change• Environmental or Technological change

“The secret of change is to focus all of your energy not into fighting the old but on building the new.”Socrates

Change Delivery

• Delivering change successfully requires attention on four key disciplines:

Change Governance

Operational Excellence

People Transformation

IT Solutions

To provide support and guidance for change programs.Make good decisions.

To improve the efficiency, quality, and performance of your operation to deliver the best service to customers.

To engage stakeholders is key to successful change and performance improvement.

To deliver the right IT solutions that meet your business needs

Change Governance• The APMG has found that poor governance of portfolios,

programmes, and projects leads to a lack of:– Link to key strategic priorities– Clear senior leadership– Effective engagement with stakeholders– Skills and proven approach to project and risk management– Attention to breaking change into steps with manageable or minimal

impact to business as usual. • Organisations state a lack of capabilities, and experience to

deliver change as a reason for failure.• Governance provides the controls, reporting, processes,

standards, and policies that reduce risk of failure.

Services for Change Governance

•Identify controls, better information for decisions. Provide greater change support and guidance.Programme Governance

Review

•Plan for implementing change at a pace and timescale that minimises the risk and impact on Business as usual.Service Area Implementation Plan

•Establish a Programme Management Office to support and provide a centre of excellence in delivering business change programmes.

PMO Set Up

•Assess Attitudes to change, identify areas of resistance to change.Change Readiness

Assessment

•Are you Ready? provides a comprehensive risk assessment for deciding to proceed with change deployment.

Operational Readiness

•Why reinvent the Wheel? Gives you a change model and tools that reduces change risks and improves change practices.

BC Approach

Below is a list of services that will help you master change governance:

Operational Excellence• Achieving and sustaining operational excellence is more important than

ever in today’s challenging environment.• Given two companies with the same strategy, the Operationally Excellent

company will have lower operational risk, lower operating costs, and increased revenues relative to its competitors, which creates value for customers and shareholders.

• Operational Excellence is a continuous pursuit for an efficient and effective operation with a focus on delivering value to customers.

• Offerings are split into two parts – Delivering efficiency: Process Management that focuses on Improving service

quality and reliability, and cost effectiveness of the current operation.– Delivering value: Performance and benefits management that allows you

monitor, measure and achieve targeted performance improvements to meet strategic aims.

Services for Operational Excellence – Delivering Value

•Discover, classify and quantify benefits for proposed changes. Identifying Benefit

Opportunities

•Prove the change delivers value. Provides a complete lifecycle of business case development, revision and approval processes.

Business Case

•Explain how benefits are achieved and tracked. Ensure that change activities are aligned to delivering benefits.BDM & Benefit

Realisation

•Identify appropriate measures for benefits. Show progression and achievement towards the change objectives.

Performance and KPI Measures

Below is a list of services that will help you master operational excellence:

Services for Operational Excellence –Delivering Efficiency

•Identify gaps in maturity at managing business process. Help business areas to “level up”.Process Maturity

Review

•Understand the impact of change, and aid communications with comprehensive operational views.Target Operating

Model • Give guidance, standards and expertise that helps others

to improve operational practices.BPM Centre of Excellence

• Identify waste and eliminate inefficiencies to help improve current performance.

Operational Excellence

• Improve the quality, consistency of services and meet the needs of the customer. Customer/Service

Excellence

• Run simulations to identify bottlenecks and understand the impact of changes on your operation.Process Modelling and

Simulation

Below is a list of services that will help you master operational excellence:

People Transformation• At the centre of current and future digital and other technological changes is

people.• The success of any Digital solution or technological change is dependant upon

people’s and society’s acceptance and adoption. • Main reasons for change failure relate to People engagement.

• Evidence shows that market leading organisations have a greater level of employee engagement and involvement in change (Gallup).

• Bringing about real change is much broader than just communications and training to enable and sustain change.

Services for People Transformation

•Build engagement, improve trust and communication of change through a peer community.

Change Agent Network

•Manage the engagement with stakeholders, reduce resistance, and ensure high quality communications.

Comms Strategy and Plan •Identify all parties who have some interest , understand

their needs and position on the changes.Stakeholder Analysis

•Work with Comms/PR depts. To produce engaging and effective comms materials, events or campaigns.Comms Material development,

events and Campaigns

• Identify organisational changes, define new roles and responsibilities, establish the skills profile and address skill gaps within the current resource pool.

Organisation Structure Design

Below is a list of services that will help you master People Transformation:

Services for People Transformation (continued)

•Provide stakeholders with the right skills through the appropriate methods of training. Training Strategy and

Plan

•Improve competency via both knowledge gained in change and post delivery experiences for continuous improvement.

Knowledge Feedback •Run workshops, resolve issues and help business people

get productive results.

Workshop Facilitation

IT Solutions Delivery • IT Solutions are a large investment for any business and delivery costs

can easily rise or solutions deliver less value than anticipated.• Businesses need to exploit new channels and technologies faster with

Agile practices and cloud solutions before their competitors do.• Poor interface design can frustrate people and reduce efficiency.

Consider how people will interact with solutions and design interfaces appropriate to the consumers.

• Successful delivery of a new or enhanced IT software solution requires a combination of technical and business expertise working together.

• Solutions must meet the needs of the business and that any decisions to adapt procedures or invest in development are correct for the business.

Services for IT Solution Delivery

• Establish “to be” ways of working and derive the system requirements to meet the way the business wishes to work.

Business/System Requirements Analysis

• Objectively assess and select supplier solutions that best meet requirements and other criteria.

Package Selection •Analyse the impacts of IT solutions on the way the

business operates.Change Impact Assessment

•Lead IT delivery providing, planning, reporting and resolving issues within projects using PRINCE 2.

Project Management

• Provide detailed system design specification, Interface/XML , Data, and Human Computer interface designs for development.

Systems Analysis & Design

Below is a list of services that will help IT Solution Delivery within a business change program:

Change Governance

Programme Governance

Review

PMO set up

Service Area implementation

Plan

Performance and Benefits

management

Identifying Benefit

opportunities

Business Case

BDM & Benefits Realisation

Performance & KPI Measures

Process Management

Process maturity Review

Target operating Model

BPM Center of Excellence

Operational Excellence (lean

Six Sigma)

Customer/Service Excellence

Process modelling and simulation

People Transformation

Change Readiness

Assessment

Comms Strategy & Plan

Stakeholder Analysis

Comms material development &

Campaigns

Org Structure redesign

Training Strategy & plan

Workshop Facilitation

IT Solutions Delivery

Business/System Requirements

Analysis

Package Selection

Project Management

Systems Analysis & Design

Business Change Offering Summary

Operational Readiness

BC Approach

Change Agent Network

Knowledge Feedback loop

Operational Excellence

Change Impact Assessment

“Helping Businesses and People to change.”

Contact: Rob Topley https://uk.linkedin.com/in/rtopley

+44 7469 760897