Business Change Management as a glance

Change, as we know it, is something happening in our daily life while everybody needs to adapt to it. But a change in the business process or workflow would not only affect one, but also a team of people around you. What are you going to deal with the change as a process owner? And what do you expect the team to do in coping with the change? These are serious questions as they end up affecting the business ultimately. People are serious when talking about Business anyway.

Warm-up questions before you think in depth about a big business change:

What's Change Management?
Have you heard about ADKAR?
How would you incorporate Change Management in ITS Development Life Cycle?

Business Change Management focuses on how people deal with a change. It's more than a single event or activity. BCM is the actual process to anticipate and analyze those impacts of a project from the USER's perspective. It guides and informs project activities and planning to help manage user's EXPECTATIONs, RESISTANCE and buy-in. The projects are more likely to success with a clearly defined Change Management TEAM and APPROACH.

Change Management Team provides:

• Readiness assessments
• Communications
• Training
• Support planning after the change
• Stakeholder review through post-deployment

In a sense of ITIL service management, CM can be interpreted in a way of Continuous Service Improvement (CSI).

Around a change, there are 3 key aspects to be involved:

• People: Stakeholders, business owner, service owner, operational team
• Process: Business processes involved in the change
• Tools: Knowledge and technology

The flow of CSI Model in change management could be like this:

1. Evaluate
2. Assess
3. Design
4. Implement
5. Manage Change (When finished, the cycle will loop to the phase 1 - Evaluate again.)

Apart from that, there are researches out there studying about the implications of the flow of CM.

One of the famous methodologies is ADKAR Model (founded by Prosci Research). Using ADKAR Model, BCM Team can MANAGE and MONITOR fundamental elements of a change caused by a new system and project.

The ADKAR Model involves the 5 phases:

1. Awareness: Understand NEEDS & NATURES of the change
2. Desire: SUPPORT the change by participation and engagement activities
3. Knowledge: LEARN how to change and new skills & behaviours
4. Ability: IMPLEMENT the change and DEMONSTRATE performance
5. Reinforcement: SUSTAIN the change & BUILD a CULTURE around the change