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Roy Hoppe
FINAL – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Table of Contents
Assumptions...................................................................................................................................................................................................... 3
Preparing for Change: Phase I - Create Awareness - What is happening and when it will happen? ...................................................................7
Impact Analysis ...................................................................................................................................................................................10
Organization Readiness ......................................................................................................................................................................11
AS-IS Process Maps .............................................................................................................................................................................22
Change Management Plan..................................................................................................................................................................25
Create Understanding: Phase II -Why it is happening and how it will happen - Leader Alignment................................................................27
Dehl Stakeholder Enrollment..............................................................................................................................................................29
Dehl Communication Assessment ......................................................................................................................................................31
Dehl Stakeholder Assessment.............................................................................................................................................................33
Dehl Stakeholder Prioritization...........................................................................................................................................................34
Dehl Stakeholder Survey.....................................................................................................................................................................35
Develop Commitment: Phase III - Understand what, when, why and how are now receptive to being involved..........................................36
Change Management Team................................................................................................................................................................36
Change Management Team Structure................................................................................................................................................37
Change Management Education Plan.................................................................................................................................................40
Resistance Management Plan.............................................................................................................................................................41
Risk Management Plan .......................................................................................................................................................................42
Communication Strategy ....................................................................................................................................................................43
Transition Banners ..............................................................................................................................................................................46
Move to Action: Phase IV - Commitment to business and its initiatives - Managing The Change..................................................................47
Implementation Plan ..........................................................................................................................................................................47
Training Plan .......................................................................................................................................................................................49
Internalize the Change: Phase V - Convinced with changing actions while promoting and maintaining for the long run.
Measuring our effectiveness – Reinforcement...................................................................................................................................50
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Assumptions
• Project name: Dehl Computer
• Develop a Change Management Plan (CMP) for Dehl Computer Company's PC & Peripheral Repair Department.
• I am the Lead Manager of the Change Management Team
• Instructor will be role playing as various management personnel of Dehl Computer Company
• Dehl Computer Corporation is now a top vendor of personal computers in the US, with offices in 34 cities.
• Dehl has more than 15,000 employees serving customers in all 50 states
• Dehl sells custom-built personal computers (PCs) directly to the customers
• Dehl established a strong technical-support and service program.
• 50 percent of Dehl’s revenues come through this channel with an average of $2 million per day in online sales
• Dehl was the first to legitimize mail order PCs by providing quality telephone support.
• Dehl was also the first major manufacturer to pre-load applications selected by the customer.
• Dehl employs 2500 people in the PC Peripheral & Repair Department (PCPR) in 12 locations around the country
• All PC & Peripheral Repair Department work within the confines of each of their office locations, they do not work mobile.
• Dehl must add a network of 1000 employees at mobile locations to support the next day, on-site product service.
• Dehl must transition another 500 technicians from stationary office locations to mobile locations.
• In the spirit of promoting change, the “PC & Peripheral repairs department” references as the “Service Organization.” This will help to
establish a new philosophy, thus separating itself from its past.”
• TSA III receive all problems that are unresolved from TSA I & II.
• For process mapping interactive processes are denotes with double-sided arrow.
• PC computers come with a one year parts & labor warranty
• Dehl established the LMS Learning Management System for e-Learning configuration.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
At age 12, he washed dishes in a Chinese restaurant to save money for his stamp collection. At age 18, he was selling personal
computers out of his dorm room at the University of Texas at Austin. Today, Mitchell Dehl is the CEO of Dehl Computer Company, a large
Personal Computer systems company.
Mitchell Dehl's breakthrough idea was to bypass the middleman and sell custom-built personal computers (PCs) directly to the
customers. No retailers, no bricks and mortar sales. To overcome consumer resistance to phone sales, Dehl established a strong technical-
support and service program. The strategy worked, here and abroad. Dehl Computer Corporation is now a top vendor of personal computers in
the United States, with offices in 34 cities and more than 15,000 employees serving customers in all 50 states. Dehl embraced the Internet as a
selling tool. Today, 50 percent of Dehl’s revenues come through this channel with an average of $2 million per day in online sales.
Originally selling under the "PCs Limited" brand, Dehl was the first to legitimize mail-order PCs by providing quality telephone support.
Dehl was also the first major manufacturer to pre-load applications selected by the customer.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
The company grew rapidly since its start in 1984 as the PC was just starting to penetrate U.S. businesses. During the 90’s the home
market for PCs grew rapidly and accounted for much of the increased revenues. Today, with the drastic price wars of Personal Computers and
intense competition by major retailers such as Best Buy, Circuit City and Sam’s Club, Dehl’s sales have flattened out.
To counter the competition and increase sales, Dehl has made a major strategic decision to push into the market for student PCs. To this
end, Dehl has launched a major marketing campaign in toward this market. A popular, widely parodied television and print ad campaign in the
USA features a young actor playing the part of "Steven" - a cocky, and lightly mischievous blond-haired kid, who came to the assistance of bereft
computer purchasers. Each television advertisement usually ended with Steven's catch phrase: "Dude, you're getting' a Dehl!"
Along with the penetration into this market, Dehl service executives have noticed an increase in the number of service calls to its PC &
Peripheral Repair Department. This has caused a strain on the operations of this department and increased the length of time that it takes to
complete the repair. In addition, the company plans to be the first computer systems company to offer next day, on-site product service.
Customer service has always been a trademark of Dehl Computer Company and it markets this very heavily as a primary reason to purchase a
Dehl Computer.
Implementing a new customer service system accomplishes the PCPR’s transition and growth. The current system will not
support the mobile nature of its technicians in the on-site service program. This is a major change for the company. Given and
customer service is a major strategic element of Dehl Computers, the implementation of this system is critical to the company’s
success. The business process flow for its customer service operation is as follows:
Customers purchase computers and peripherals (printers, monitors, etc) from a computer manufacturer (Dehl). These
computers come with a one-year parts & labor warranty. When a computer malfunctions under warranty, Dehl has a customer
service department that helps the customers get their computer fixed. Sometimes, it may be a real warranty problem or it may be a
result of the software issue. Dehl must determine this whether it is a real warranty problem or whether it is a software problem. If
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
it is determined to be a software problem, Dehl directs the customer to the proper software company contact including their
frequently asked questions/issues web pages.
When the customer calls or emails, the customer service agent ("CSA") must ask a series of questions to determine whether
it is a software or hardware problem. If the problem is determined to be software, the CSA must determine what software is
causing the problem and direct the customer to the proper contact information. If the problem is determined to be a hardware
problem, the CSA must direct the customer to a Technical Service Agent ("TSA").
If the CSA determines the problem to be a primary computer (processor, hard drive, memory) problem, a TSA type I must be
consulted. If the problem is a peripheral problem (monitor, printer), then a TSA type II must be consulted. Whichever TSA level
consults, the TSA will attempt to run through troubleshooting techniques with the customer on the phone or by email to see the
probability of fixing the problem without shipping the computer to Dehl's repair shop.
If the troubleshooting techniques produce a fix for the customer, then the customer service ticket is closed and the customer
is happy. If the TSA cannot fix the problem over the phone with the customer, the TSA must contact a shipping company to arrange
to pick up the computer from the customer. The shipping company takes all of the relevant information and then contacts the
customer to arrange to get the computer picked up. Under an extended A+ warranty, the customer will get a loaner computer
during this time. The loaner comes with the basic configuration originally purchased by the customer.
Once the shipping company picks up the computer and delivers it to Dehl's repair shop, and then delivered to a master
technician, a TSA level III for repair. The TSA III completes the repairs and completes a full investigation report as to why the
computer failed. The TSA III may need to contact the customer to get certain additional information if there was a problem with the
primary processor, hard drive or memory circuit boards, but not if the problem was on a peripheral.
Once the repairs are complete, the TSA III contacts the shipping company to get the computer delivered back to the
customer. Once the computer is back with the customer's, the original CSA, who took the call, contacts the customer again to make
sure that they are happy. Even if the problem was, originally a software problem, the CSA contacts the customer again after 5 days
to make sure were able to get the problem resolved.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Preparing for Change Phase I: Create Awareness: What is happening and when it will happen?
1) Within the preparing for change section of the CMP, the following areas must be addressed:
a) Assessment of change
• Change triggers - internal and external factors that triggered the change
External
• Strong competition
o PC price wars and intense competition by major retailers such as Best Buy, Circuit City and Sam’s Club
• Competitive advantage
o Strategic decision to push into the educational market, targeting PCs for students
o Customer service trademark and customer loyalty maintenance
Internal
• Customer Service
o Next day on-site product service implementation
• Support Strategic initiative of the company to make a foray into the student PC market.
o Service Organization service call increase from educational market
o Strained Service Organization operations due to increased PC repair time
People
Considering all that is changing, people are extensively involved through out this whole process. People will not only have
to learn how to interact with new technology, but existing employees will have to accept and indoctrinate 1500 new employees into
their company, department and workflows. This will involved many hours of training and patience as the new employees learn the
systems while the existing employees assist, guide, answer questions and try to keep the work from backing up.
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Structure
Two major areas will have to undergo major restructuring to keep pace with the changes. The first area to undergo
changes is the IT department, for they will be adding on 1,500 more employees to their staff. This may include restructuring the
department’s manager to employee ratio is reasonable to insure that employees have some one to go to for problems, counseling
and a proper channel to escalating any issues. The IT department may also have to restructure to insure the fast turn around of
equipment issues.
The second area needing restructuring is the marketing department. They will have to shift their focus on increasing their
market share in the educational sector, especially the student market. Dehl thinks this is the next hot area to engage in for
attracting new customers. With the advent of social networking and the explosion of the internet, Dehl wants to capitalize on
students as they make their way through high school and college. This is such a huge market share that it is important to jump on
the wagon early as students make their initial and upgrade purchases.
Organization
Dehl’s organization will undergo drastic changes as it makes it s way through. With the whole organization’s history of
focusing on customer service, everyone will have to chip in to help make this transition smooth. HR can help by creating banners,
posters, bulletin board memos and any use any other communication means available to get the message of change out to all
employees. This may also include lending an ear when tensions are high due to the stress of learning the new system and the new
processes. Everyone must adapt with the ADKAR approach so that they are aware of the importance of the changes, exhibit the
desire to make the changes, have the knowledge of how to make the changes, possess the ability to make the changes and then the
perseverance to reinforce the changes until they become second nature.
• Definition of the change requirements, including objectives, depth, time frame and benefits
Objective
Revolutionize Dehl’s customer service & support department by offering customers meticulous on location support. The aspiration of
Dehl’s service initiative distinguishes them from all competition through extensive customer PC support & repair service.
Depth
Company wide including value chain
TSA III’s dramatic job definition change
New routing and processing procedures for CASE, TSA I, TSA II and TSA III
New routing processes for service employees
New software applications
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Service Organization focus shifts to global including distribution covering not only geographically but also culturally diverse
areas.
Influx of new employees
Sales and marketing depts. incorporate new marketing material and concepts
Timeline
Benefits
Evolving Service Organization
Quicker response to customers needs leading to improved satisfaction and loyalty
Increased PC market share
New market sectors
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Impact Analysis
Impact Assessment
CSA, TSAs (I, II, III): Broadens focus to include educational sector, particularly the student market locally and High
globally
CSA, TSAs (I, II, III): Learning and adapting to new customer service system High
CSA, TSAs (I, II, III)-Impacted by change: The CSA and TSAs (I, II, III) are the initial contacts with Dehl’s
customers. They will feel and hear the brunt of complaints that customers will have once the new systems is in
High
place. The customers will be unaware of the behind the scene change that the Service Organization
department is going through. The CSA and TSAs will have to be extra patient and knowledgeable so that the
intake of problems goes seamlessly for the customers. Customers want quick and efficient resolutions.
TSA III-New mobile software for spot diagnostics: TSA III’s have an additional burden of supporting mobile
users subjecting themselves to various network configurations. TSA III's must be highly skilled in both computer High
and customer service. When everything fails, the TSA II will receive the calls and must complete the service
request regardless.
Service Managers: Learning and adapting to new customer service system High
Service Managers-Impacted by change: Service Managers face a difficult task considering all the changes. They
must be especially ready, willing and able to handle questions, problems and stressed out subordinates as they
help to navigate Dehl’s transitions. They must be aware of everyone’s duties and responsibilities in case they
High
have to field questions or fill in for people who need extra assistance. They also must help to coordinate
changes interdepartmentally to insure everyone at Dehl is on the same page.
Vendors impacted by change: The Vendor’s impact has an indirect relational tie into the customer’s reaction to High
Dehl’s changes. If Dehl’s customers do not appreciate the way Dehl is addressing their problems, the customers
will cut back on sales and upgrades. If sales are down, then Dehl does have to replenish their inventory as often
and this directly influences the vendors. The vendors will have to seek ways to make up for the loss in revenue
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
from Dehl, costing them time and money. This covers not only the vendors that furnish supplies that help them
assemble the computers but also the individual components themselves. This domino affect occurs when
anything that happens to Dehl triggers a ripple effect to their entire supply/value chain.
Competition: The competition will be directly impact by the success or failure of Dehl to manage their High
transitions. Their strategies remain idle as Dehl navigates its way through, implementing the new customer
service system, expanding its markets to include students and expanding its employee’s base to accommodate
the influx of additional service calls. Whatever the outcome, the competition will watch and review with a fine
toothcomb.
Marketing/Sales: Marketing/Sales must dig deep to create a plan to reach and capture the student market. High
This may include not only using social networking websites, but also others areas on the web that students
frequent. After ascertaining the student market, Dehl can then branch not only into other educational markets
(teaching, administrative…), but also other avenues of sales as well.
Dehl Organization: To aid Dehl in successfully completing their strategic transition goals, all departments must High
be ready and able to support this initiative through encouragement, team spirit and any means possible. By
adding value to their every day duties, Dehl employees can help to steer company into smooth waters.
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1 How much change will the department 100%, major undertaking includes business process
experience because of this project? reengineering, expansion of workforce and implementing a
new customer service system.
2 How many processes/capabilities will Service Organization - 2, Marketing - 1
change?
3 What % of all processes/capabilities Service Organization 80%, Marketing 25%
does this cover?
4 Is there a Project Plan against which to Yes
measure progress?
5 Which are the biggest & most 1. Expansion into new market
significant capability shifts/changes 2. Service request increase to match expansion
delivered by the project? 3. Service request process reengineering
List and describe these in the column to 4. Marketing plan
the right, try to limit to a maximum of
5.
• Consider those that have most
impact on people and the Improve customer service, faster service request
Organization. turnaround
• What will we be asking people to
do in the future that they do not do All of them
now?
• Which ones potentially have
impacts on the way we structure
our Organization?
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Summary
Quest Summary Responses
Summary Questions
No.
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The following questions examine the major changes that have occurred over the previous 3 years and the
number of times they have occurred (e.g., if there has been a major initiative each year you would tick ‘3 X’,
indicating that this change happened once per year).
During the last 3 years, has your organization experienced any of the following changes?
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
As a computer manufacturing and Service Organization, change is always part of the culture at Dehl. Dehl constantly
grows and evolves to understand and service the new marketplace. Dehl constantly reengineers processes to ensure proper
business alignment. The root cause of change traces to a combination of internal and external factors to improve customer
service. Since Dehl computer has established a stellar reputation for customer service.
1. Locations , number of employees at each site and what, if anything, is produced at each site
2. How would you describe the leadership style in the organization? What impact might this have on the organization’s ability to
change? Strong, adaptive, tolerant of mistakes during transition period.
3. How do people generally respond to change in the organization? Slow in the beginning but eventually are caught up to speed.
4. What training facilities are available on-site or remotely and what is the training history? Combination of on and off sites.
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5. What other organizational initiatives are taking place, which may affect the project, and what is their perceived impact? Nothing
at this time but the proposed changes spread wide and complete.
6.
Initiative Perceived Scale of Perceived Scale of Completion Date
Impact on Organization Impact on Saturn /Go-live Date
(High/Medium/Low) (High/Medium/Low)
Marketing plan High High Jan 2014
7. What do you believe are the top 3 Organizational “Helpers” and “Barriers” for the project (aspects of the Total Organization
which will help or prevent success)?
“Helpers” “Barriers”
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Name Position
9. What communication vehicles do you have available in the organization and associated functions, what are they used for and
how effective are they?
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11. Are there any external parties that may affect project implementation and if so how would you describe the relationship with
them (Poor/Acceptable/Excellent)? Shipping company – Excellent, Outside Vendors – Excellent, Customers – Improving.
Organization Summary
In order to complete the following questions we suggest you get a view from a number of key personnel who are able to give a
perspective. Please state who has been involved in making your choice. It would also be useful to supply some rationale for your
choice.
1. Circle the perceived level of impact you think the pending project will have on the organization’s affected functions)
Low High
1 2 3 4 5 6
Rationale: Major processes involved including customers, not sure, how they perceive the changes.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
2. How “ready” do you think the overall organization is for this implementation?
1 2 3 4 5 6
1 2 3 4 5 6
4. How “ready” do you think the people affected in the business are to accept this change?
1 2 3 4 5 6
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5. How confident do you feel that the project will be deemed “successful” locally?
1 2 3 4 5 6
1 2 3 4 5 6
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If appropriate please provide a mapping of the system architecture and/or table identifying the
key data exchanges with mention of the frequency and mode (batch/dynamic)
CustomerID, IncidentID
5. Has the project planned to upgrade or replace any of the systems mentioned in question 1 or 2? If so, describe the reason
why (technical or functional), the target system and planned date?
Yes, current system unable to support mobile locations, Jan 2014
6. What devices (e.g. laptops, hand held, and manual) are currently in use to manage the business? How many? How long
have they been using them?
Desktop 10,000 2
Laptops 9,000 1
Blackberry 19,000 3
7. What main technological changes, in regards to the current users, would occur because of project implementation. New
customer service system
8. Is there existing organized business support? If so, what kind of impact would you anticipate with this project?
Yes, Major – process reengineering, workforce expansion
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• Determine the current and future processes, significant of change (Leadership assessment)
The process for all leadership functions will stay the same. The process for the Service Organization (CSA, TSA I – III) will change to
compliment the new Customer Service system.
AS IS Process Maps
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Phase V:
Phase I: Phase II: Phase III: Phase IV:
Internalized
Awareness Understanding Commitment Move to Action
Change
page 1
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Leadership Alignment Phase II: Create Understanding: Why it is happening and how it will happen
• Who
Person Position Function
Mitchell Dehl President, CEO, Chairman Top executive, well respected and liked amongst employees
Roy Hoppe Change Manager Member of Dehl’s PMO, well versed in Change management.
Larry Honbo Service Operations Executive Project Champion
Margery Fejes Service Operation Director – 12-year company veteran worked her way up from a TSA position.
Central Division
Cecilia Umgary Service Operation Manages day to day operation of Dehl service department
Supervisor
Bonnie Lamondi Training Manager Manages Dehl’s Training
Ernest Kovacs Marketing Communications Expert Marketing Material and Mass Communications Manager
Manager
Barbara Crawford Project Manager Top PMP, well qualified to manage Dehl through the new customer service
system
Joannie Hoskins PCPR(Service Org) member PCPR’s (Service Organization) top service representative and peer change
agent
Senior Executives Other departments need inclusion to rally support
• What
Spread Awareness/ Encourage Acceptance: Initial announcement sent via email followed up by Intranet
postings providing message reiteration and doubter reassurance how new process and customer service system
will improve workflow.
• When
Planning Meetings – Education: Awareness for all departments
Monthly/Quarterly Meetings: Provide updates / leverage clout
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• Where
Quarterly Meetings: Prepared messages provided for updates and fielding questions.
Monthly Meetings: Prepared messages provided for updates and fielding questions.
Staff Meetings: Prepared messages provided for updates and fielding questions.
• Why
Process improvement
Cost Savings
Improve Customer Service and Satisfaction
• How
Face-to-Face (Town Hall) Meetings
Electronic Media (Email, Intranet, Videos)
Question & Answers
Quick Facts Cards
Training
Downloadable PDF Manuals
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55
Advocacy
Advocacy
&&Ownership
Ownership
44
Degree of Enrollment
Commitment
Commitment
&&Action
Action
33
Support
Support To achieve desired results, the
&&Buy-In
Buy-In majority of stakeholders should be in
22 the Commitment & Action or
Understanding Advocacy & Ownership stage
Understanding
11
Awareness
Awareness
Time
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55 Total ownership of the Exude change agent Change support through Round table, project
Advocacy program’s successful characteristics new process participation presentations and project
Advocacy
&&Ownership implementation and while transferring status discussions
Ownership adoption capabilities
Degree of Enrollment 44 Resource, time and Achieve full commitment Acts as business / Teams, focus groups and
Commitment leadership investment and encourage action communication advisor; review participation
Commitment supports change
&&Action
Action
33 Positive personal Enroll individuals, gain Program explanation Project leader facilitates
perception and disposition support and personal buy-in feedback; interview time discussions, road shows,
Support
Support toward the project allocation, meeting, work- workshops, interviews,
&&Buy-In
Buy-In shop; peer mobilization presentations and letters
Awareness that the Provide information, create Associates know change Printed publications,
11 program is in place and that awareness champions banners, newsletters,
Awareness it will impose change informational meetings
Awareness
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Marketing H: Marketing plan, Inappropriate plan, missed Research, experience Influence the Influencers
understanding customer opportunity w/student market Form/Change Opinion
needs
Senior Executives H: Change buy-in, people Wrong change management Comprehension, Establish Need/Want
skills plan, unable to muster presentation skills, influence Form/Change Opinion
support
Senior Managers H: Change buy-in, people Unable to muster support, Comprehension, Establish Need/Want
skills inability to transfer message presentation skills, influence Form/Change Opinion
from top
CSA L: Training, change buy-in Lack of technical and people Customized training, Positive Association,
skills incentives Establish Need/Want
TSA I & II M: Training, change buy-in Lack of technical and people Additional training Positive Association,
skills Establish Need/Want
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TSA III M: Training, change buy-in Lack of technical and people Additional training Positive Association,
skills Establish Need/Want
IT/IS Department M: Training, change buy-in Lack of technical and people Additional training Positive Association
skills
Vendors L: Education, change buy-in, Impatience with progress, Project success, sales Generate Awareness
communication not enough profit increase
Positive Association
Dehl M: Training, change buy-in Lack of technical and people Additional training, Generate Awareness
skills incentives, education Positive Association
Implementing Change Provide direct, visible support Develop sustaining sponsorship Communicate frequently, engage and prepare
through project buy-in and Service organization, Marketing and all other Dehl
clout leverage. employees. Monthly, Quarterly and Staff meetings
Sustaining Change Maintain momentum, remove Align leadership and manage Reinforce key change messages, set expectations,
roadblocks, and stay the course resistance from middle look for short-term wins, and reward with pizza
managers parties and pastries
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TSA I & II High Impact Direct: New processes, roles Learn new processes
and software.
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Stakeholder Group Impact of Change on Type (direct or indirect) What the Stakeholders Need to Do
them
What do we need from each stakeholder
Change Agents
TSA III High Impact Direct: New processes, roles Learn new processes
and software. Have ultimate
Change Agents
repair responsibility.
IT/IS organization High Impact Direct: New processes, roles Change Champions
and software.
Support change down through organization
Support new processes
Dehl High impact Indirect: If customers are Need to understand what Service Organization and Marketing
dissatisfied, then business need to undertake must support the new initiative to enhance
declines, profits decline leading customer’s experience.
to deeper changes
Senior Executives Initial stakeholders, buy in is critical for the project success. Dehl’s service structure is directive
in nature. Changed attitudes start from top and flows downward.
Service Managers
CSA Crucial change area, directly affected, must convey message to rest of department and
TSA I & II organization
TSA III
IT/IS department Orchestrating transition, change agents.
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Customers Must stay abreast of change details, may be more flexible and understanding if informed. Two-
way communication is vital to encourage feedback, opinions.
TSA III When else fails, they become customer’s last hope for repairs, must possess customer service
and technical skills.
Marketing
Questions displayed with a 1 – 5 rating answer system. Dehl will collect and tabulate the results allowing the assessment of individual change
readiness.
Strongly
Disagree Agree Agree
Dehl Stakeholder Survey
Question 1 2 3 4 5
Have I properly stated the purpose and objectives of our current changes? 5
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I consciously model behaviors that are consistent and support the new
organizational purpose and objectives. 5
Develop Commitment: Phase III - Understand what, when, why and how are now receptive to being involved
c) Change management team
• Define Including internal or external individuals skill sets
1. Exceptional Communication Skills: Must be great listeners and speakers to communicate the change effectively while
constantly seeking feedback.
2. Supportive: Working well as a team member, sharing responsibility and supporting others promote a strong team concept.
3. Ambiguity flexibility: Adaptive and comfortable with the unknown. Flexible problem solvers accustomed to surprises.
4. Comprehension: Thoroughly understanding the organization's business can provide sound input to designing the change
management plan while displaying sympathy toward cross-functional issues.
5. Commitment: An effective team member believes in the purpose, vision and value of the proposed change.
6. Integrity and influence: When team member gain people’s trust, they will have the ability to persuade them and win their
support.
7. Persistence: Determined, work hard while overcoming change obstacles.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Role Stakeholder represented Internal or Who will fill this role Skill set – Reason they are in the
External role
Change leader Dehl Employees – IT/IS Internal Roy Hoppe • Experience managing change
organization • Comprehends successful
implementations
• Builds and maintains excellent
project management team &
steering committee repoire.
Sponsor – Service Executives, Internal Larry Honbo – Service • Change Champion
Executive Service Manager Operations Executive • Well-respected, longevity
leadership team • Fantastic management repoire
Sponsor - CSA, TSAI, TSA II, TSA III Internal Margery Fejes - Service • Well respected by CSA\TSA’s
Specialists operation director – • Thorough understanding of
Central Division current and future service
structure.
• Management level
• Change process dedication
• Longevity.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Specialist – CSA, TSAI, TSA II, TSA III Internal Bonnie Lamondi - • Management level
training Technical Trainer • Thorough understanding of
manager training techniques and the
work necessary to transition
the Service Organization’
• Thorough knowledge of CSA’s
& TSA I - III’s current duties.
Mission Statement
The change management team’s mission requires change agent portrayal sustaining productivity while advancing the Service
Organization to the next generation through on site customer service.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Training Seminar
Attendance is mandatory for the change management team during the change management-training seminar. The theme
“Understanding Organizational Change Management,” will create a knowledge baseline and help everyone understand how to be
Dehl change agents.
• Change management team relationship with steering committee, project manager, management and employee
• Explain why we need the change management team
• Excellent communication skills: Must keep open communication with everyone providing timely updates aiding in smoother
transitioning and clearer understanding leading to stronger commitment.
• Business influence: Crucial for advising steering committee, management and project manager, which will trigger a downward
effect to rest of Dehl providing alignment of change plan to business mission and goals.
• Commitment to the change: Total commitment will enhance messages with everyone concerned thus creating an atmosphere of
trust.
• Business Knowledge: This will make the change management team respected, responsible and trustworthy.
• Ability to work in a team environment: Ability to give and take constructive criticism, resolve issues in a collaborative setting.
• Managing internal resistance: This will insure timeline adherence while promoting change plan buy-in.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Clear up misunderstandings
Executives Return on Investment Highlight cost saving features, present AS-IS and TO-
BE processes stressing improvements.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Missed timelines for new processes and 80% Communicate through scrum GANTT Chart Change &
systems sessions that project timeline is Project teams
100% contingent on new Change Mgmt
systems implementation. timeline
Marketing plan not attracting student market 75% Market research, hire expert Sales figures Marketing
consultants
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
c) Communication Plan
• Create a Change Management framework plan.
• complete the communication profile
• develop several examples of change management notification
Dehl Communication Strategy
Our communication strategy is demonstrated by the following graphic. Our strategy starts with a splash and as the project progresses; we
will build understanding and reel our stakeholders in to internalize the change.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
http://intranetdehl.com/servorg
See how were changing.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Move to Action: Phase IV - Commitment to business and its initiatives - Managing The Change
e) Implementation plan
• Major activities and schedule dates for those activities; major milestones
• Resources required for each of the major activities
• Who is responsible for managing and monitoring each of the major milestones?
Module 1 Collecting and analyzing feedback from survey
After Jan 2014 Go-Live by Roy Hoppe Change Manager
Rank the following statements (1=strongly disagree, 5=strongly agree, NA=not applicable).
Awareness
I understand the business reasons for the change.
1 2 3 4 5 NA
I understand the risks of not changing.
1 2 3 4 5 NA
I understand the impact on my day-to-day work activities.
1 2 3 4 5 NA
Desire
I am personally motivated to be part of the change.
1 2 3 4 5 NA
I look forward to the new, changed environment.
1 2 3 4 5 NA
My peers support the change.
1 2 3 4 5 NA
My supervisors and managers support the change.
1 2 3 4 5 NA
Executives and key business leaders support the change.
1 2 3 4 5 NA
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Module 2 will focus on the second step of reinforcing change - diagnosing gaps and managing resistance
After Module 1 by Roy Hoppe Change Manager, Bonnie Lamondi Training Manager and Cecilia Umgary Service Operation Supervisor
Audit Compliance - Methods for measuring compliance include:
– Observation
– Performance reports
– System usage
Analyze the input from feedback and compliance reviews
Diagnosing gaps and managing resistance has three steps:
– Determine the root cause of resistance.
– Develop plans to address these root causes.
– Prepare sponsors and coaches to manage resistance
Module 3 will focus on the third step of implementing corrective actions and celebrating successes
After Module 2 by Mitchell Dehl, President, CEO
– Implement corrective action.
– Celebrate successes and reinforce the change
– Transfer ownership of the change to operational managers and conduct after-action reviews.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
d) Training Plan
• Create a chart listing the courses
• Define the who, what, where, when and why
The following is an outline for training the each of some of the different groups involved with the project could receive. Please
note that the training outlined here does not relate to the training pertaining to the change management team discussed in the
Change Management training section above.
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Project Satisfaction
Project satisfaction measures satisfaction with key project sponsors based survey and bonus based
Strongly
Disagree Agree Agree
Statement 1 2 3 4 5
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
Schedule adherence
Schedule adherence is project schedule based. Dates may change pending proper approval.
Strongly
Disagree Agree Agree
Statement 1 2 3 4 5
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Final IS-570-201 Hoppe – DEHL COMPUTER – CHANGE MANAGEMENT PLAN
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