The People Side of
Change
APSAC Professional
Development Presentation
©Prosci. Used with permission under terms of license agreement.
[Link]
Getting Started
How many people take pride in the way you
do your work today?
How many people believe that the work you
do everyday directly contributes to Purdue’s
success?
Look to the person next to you and thank
them for a job well done.
©Prosci. Used with permission under terms of license agreement. [Link]
Employees Have Found
Meaning in Their Work
Most employees feel their work matters --
that they’re contributing to something larger
than themselves. The majority of our
employees have found a sense of meaning in
the work they do today.
©Prosci. Used with permission under terms of license agreement. [Link]
Change Readiness and Comfort
Comfort with the current state
Do not underestimate the power of
“comfort” with how things are today
The natural reaction to change is pause
and reflection
“Many change agents are surprised by the reaction to change,
when in fact they should plan for many reactions.”
©Prosci. Used with permission under terms of license agreement. [Link]
Three Phases of Change
Current Transition Future
State State State
©Prosci. Used with permission under terms of license agreement. [Link]
Current State
Employees generally prefer the current state
Current Transition Future
State State State
©Prosci. Used with permission under terms of license agreement. [Link]
Future State
The future state is unknown to the employee.
Current Transition Future
State State State
©Prosci. Used with permission under terms of license agreement. [Link]
Transition State
The transition state creates stress and anxiety
Current Transition Future
State State State
©Prosci. Used with permission under terms of license agreement. [Link]
Today’s Discussion
What is change management?
How do we manage change from both the
individual and organizational perspective?
How do we manage readiness?
©Prosci. Used with permission under terms of license agreement. [Link]
What is
Change Management?
A structured process and set of tools
for leading the people side of change.
©Prosci. Used with permission under terms of license agreement. [Link]
Understanding Impact of
Change on Everyday Jobs
Prosci CM Impact Index Group 1 Group 2 Scale
Overall impact on their day to day work 1 3 0 = Little or no impact
Amount of change to their work processes 1 3 1 = less than 25% impact
Amount of change to systems or tools they use 2 2 2 = less than 50% impact
Amount of change to job roles or responsibilities 0 1 3 = less than 75% impact
Other 0 0 4 = 100% impact
Impact Index 22% 56%
78% 44%
Degree of Impact
Group Name Group 1 Group 2
©Prosci. Used with permission under terms of license agreement. [Link]
Change Management
Maturity Model (Prosci)
Change management competency is evident Continuous Highest
Organizational in all levels of the organization and is part of process probability of
Level 5 competency the organization’s culture and intellectual improvement in success
property. place
Organizational Organization-wide standards and methods Selection of
Level 4 standards are broadly deployed for managing and common approach
leading change
Multiple Comprehensive approach for managing Examples of best
Level 3 projects change is being applied in multiple projects practices evident
Isolated Some elements of change management are Many different
Level 2 projects being applied in isolated projects tactics used
inconsistently
Adhoc or Little or no change management applied People-dependent Highest rate of
Level 1 absent without any formal project failure,
practices or plans turnover and
productivity loss
©Prosci. Used with permission under terms of license agreement. [Link]
Blending Organizational and
Individual Approach
At an organizational level
Using a structured change management approach
Engaging sponsors in the change process
At an individual level
Building change competency of managers and supervisors
Equipping employees to have the right conversations about
change and how the change impacts them
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 – Preparing for change
Define your change
management strategy
Prepare your change
management team
Develop your
sponsorship model
OnePurdue’s Phase 2 – Managing change
Comprehensive Develop change management plans
Change Take action and implement plans
Management
Approach
Phase 3 – Reinforcing change
Collect and analyze feedback
Diagnose gaps and manage readiness
Implement actions and
celebrate successes
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 – Preparing for Change –
assesses the current state and prepares
for the transition.
Phase 1 Preparing for change
Assessing the Creating a change
Define your change Sizing the change
management strategy
organization management strategy
Prepare your change
management team
Assessing team Preparing the change
Develop your sponsorship model Acquiring resources
competencies management team
Phase 2 – Managing change
Developing sponsor
Develop change management plans Identifying sponsors Assessing sponsor
models and enabling
and stakeholders competencies
sponsors
Take action and implement plans
Phase 3 – Reinforcing change
Collect and analyze feedback
Outputs:
Sizing the change profile
Diagnose gaps and manage readiness
Organizational attributes profile
Implement actions and
Change management strategy guidelines
celebrate successes Change management team structure
Sponsor structure and responsibilities
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 Preparing for change
Define your change
management strategy
Prepare your change
Desired outcomes
management team
Awareness
Organizational attributes
Develop your sponsorship model
Change characteristics
Desire
Phase 2 Managing change A
Develop change management plans D Customized
Knowledge activity
Take action and implement plans
K design
A
Ability
Phase 3 Reinforcing change
R
Collect and analyze feedback
Reinforcement
Diagnose gaps and manage readiness
Implement actions and
celebrate successes
Outputs:
Communications plan
Supervisory coaching plan
Training plan
Phase 2 -- Managing Change -- can be linked Readiness management plan
to the transition phase. Sponsor roadmap
Project team activities
Master schedule
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 Preparing for change
Define your change
management strategy
Phase 3 – Reinforcing Change -- provides
Prepare your change
management team
a framework for assessing and reinforcing
progress within the future state.
Develop your sponsorship model
Phase 2 – Managing change
Develop change management plans
Take action and implement plans Assessing
Auditing compliance
effectiveness Analyzing change
Listening to employees
with
of new
new processes,
processes, management
and gathering feedback
systems and roles effectiveness
Phase 3 – Reinforcing change
Collect and analyze feedback
Identifying
Identifying root
root causes
causes Enabling sponsors and
Developing action
Developing corrective
plans
and to
related pockets of
readiness coaches to manage
action plans
Diagnose gaps and manage readiness resistance resistance
readiness
Implement actions and
celebrate successes
Celebrating early Conducting “After action
Implementing action
corrective
plans
successes and reviews” and
action
reinforcing the change transferring ownership
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 – Preparing for change
Define your change
management strategy
Prepare your change
management team
Develop your
sponsorship model
OnePurdue’s Phase 2 – Managing change
Comprehensive Develop change management plans
Change Take action and implement plans
Management
Approach
Phase 3 – Reinforcing change
Collect and analyze feedback
Diagnose gaps and manage readiness
Implement actions and
celebrate successes
©Prosci. Used with permission under terms of license agreement. [Link]
Sizing the Change
Scope the Change (workgroup, department, division,
enterprise)
Determine Number of Individuals Impacted
Define Change Type (policy, process, system,
organization, job roles, etc.)
Determine Amount of Change (incremental
improvement v. dramatic change)
©Prosci. Used with permission under terms of license agreement. [Link]
Organizational Attributes
Value system and culture (adaptability to change)
Capacity for change (how much more change can
the organization absorb)
Leadership styles and power distribution
Residual effects of past changes (past failures
may result in “baggage” that burdens a future change)
Middle-management’s predisposition to
change
©Prosci. Used with permission under terms of license agreement. [Link]
Organizational
Assessment Grid
(60)
(44, 50)
Low Change
Readiness Medium risk High risk
Organizational
Attributes (50) (30)
High Change Low risk Medium risk
Readiness
(0) (30) (60)
Small Large
Incremental Disruptive
Change characteristics (44)
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 – Preparing for change
Define your change
management strategy
Prepare your change
management team
Develop your
sponsorship model
OnePurdue’s Phase 2 – Managing change
Comprehensive Develop change management plans
Change Take action and implement plans
Management
Approach
Phase 3 – Reinforcing change
Collect and analyze feedback
Diagnose gaps and manage readiness
Implement actions and
celebrate successes
©Prosci. Used with permission under terms of license agreement. [Link]
ADKAR is useful for individual change
management between supervisor and
employees.
Awareness
Desire
Knowledge
Ability
Reinforcement
©Prosci. Used with permission under terms of license agreement. [Link]
ADKAR
ADKAR is based on basic human truths that are
present even in the absence of change.
Awareness of surroundings and self.
The need to have control over our life.
A quest for growth and knowledge.
A hope to make a meaningful contribution.
The need to be recognized and appreciated.
©Prosci. Used with permission under terms of license agreement. [Link]
ADKAR
Awareness of the need for change (why).
Desire to support and participate in the change
(our choice).
Knowledge about how to change (the learning
process).
Ability to implement the change (turning
knowledge into action).
Reinforcement to sustain the change
(celebrating success).
©Prosci. Used with permission under terms of license agreement. [Link]
Not Everyone Changes
at the Same Pace
Person A Awareness Desire Knowledge Ability Reinforcement
Person B Awareness Desire Knowledge Ability Reinforcement
Person C Awareness Desire Knowledge Ability Reinforcement
Person D Awareness Desire Knowledge Ability Reinforcement
Person E Awareness Desire Knowledge Ability Reinforcement
Person F Awareness Desire Knowledge Ability Reinforcement
Person G Awareness Desire Knowledge Ability Reinforcement
Person H Awareness Desire Knowledge Ability Reinforcement
Person I Awareness Desire Knowledge Ability Reinforcement
©Prosci. Used with permission under terms of license agreement. [Link]
Create ADKAR Profile
for Each Employee
Employee A D K A R Notes/actions
Adam 4 5 2 2 4
Beverly 4 1 4 3 4
Charles 2 2 3 3 4
Denise 5 1 4 2 3
©Prosci. Used with permission under terms of license agreement. [Link]
Mapping ADKAR to Change
Management Tools
Communications
Sponsor Roadmap
Why are these channels
Training critical for change management?
Readiness Mgmt
Supervisory Coaching
©Prosci. Used with permission under terms of license agreement. [Link]
Mapping ADKAR cont.
Communications Awareness
These channels
enable project Sponsor Roadmap Desire
team to facilitate
organization Training Knowledge
through phases of
ADKAR. Readiness Mgmt Ability
Supervisory Coaching Reinforcement
©Prosci. Used with permission under terms of license agreement. [Link]
ADKAR Model
ADKAR describes the required phases that
an individual will go through when faced with
change.
ADKAR is a foundational tool for
understanding “how, why and when” to use
different change management tools.
©Prosci. Used with permission under terms of license agreement. [Link]
Phase 1 – Preparing for change
Define your change
management strategy
Prepare your change
management team
Develop your
sponsorship model
OnePurdue’s Phase 2 – Managing change
Comprehensive Develop change management plans
Change Take action and implement plans
Management
Approach
Phase 3 – Reinforcing change
Collect and analyze feedback
Diagnose gaps and manage readiness
Implement actions and
celebrate successes
©Prosci. Used with permission under terms of license agreement. [Link]
Best Practices Approach to
Reinforcing Change
Preferred senders
Immediate supervisor
Best Practices:
Repeat messages 5 to 7 times
Use face-to-face
Answer WIIFM (What’s In It For Me)
Utilize question and answer format
Understand their interpretation
©Prosci. Used with permission under terms of license agreement. [Link]
Factors Influencing
Employee’s Perspective
on Change
Whether they trust the sender
What they have heard from others
How satisfied they are with work
Experience with other changes at work
©Prosci. Used with permission under terms of license agreement. [Link]
Common Change
Management Error
A common mistake change management
teams make is to not train managers and
supervisors in the basic principles and tools for
managing change. These managers will be
instrumental in your overall success.
©Prosci. Used with permission under terms of license agreement. [Link]
OnePurdue Partners
with the Supervisor
One Purdue OCM is bringing aboard
a communications manager 3/06/06
Communications
Sponsor Roadmap
Training Consultation on how to utilize critical
change management tools 04/03/06
Readiness Mgmt
Consultation on how to utilize critical
change management tools 04/03/06
Supervisory Coaching
©Prosci. Used with permission under terms of license agreement. [Link]
Today’s Discussion
Understanding three phases of change
(Current, Transition & Future)
Change management is a structured process
and set of tools for leading the people side of
change.
Individual change is managed through the
ADKAR model.
Supervisors are the lynchpin to change
management success.
©Prosci. Used with permission under terms of license agreement. [Link]
