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Change Management
More organizations today recognize the importance of organizational change management to the long term success of a software implementation.
The goal of Organizational Readiness is to transition the organization from the current state to the future state in such a way as to achieve the full benefits of the change. We begin with a readiness assessment, which can include culture and history, employee, sponsor, and other organizational change factors. This assessment provides insights into the challenges and opportunities that an organization will face during the transition phases for each project. Based on the assessment, we create a customized readiness strategy and framework to fit the organization’s needs. Strategies and plans may include communication, coaching and manager training, employee training and development, resistance management, data collection, feedback analysis, corrective action, and recognizing success.
During project execution, the activities focus on readying the future operating environment and preparing staff for the changes. We will also assist the organization in measuring and reporting on change management effectiveness. During the post-implementation and stabilization period, Linea will assist in activities to reinforce the change so that the new processes and mechanisms stay in place.
Employer readiness addresses the activities required to prepare employers for changes resulting from a PAS implementation or other large-scale technology or process improvement initiative. The focus is on managing communication to and from employers, proactively managing resistance to the changes and ensuring employers are trained in the new technology and processes. Linea will conduct an assessment to determine the focus of readiness activities and the metrics to be used to determine successful transition.
We will develop plans to address employer communication, training, support and other target areas, then assist the organization in executing those plans with employers. These plans will include tactics for managing risk and, depending on the number of employers and the size of the change, may include specific activities for groups of employers. Employer readiness activities address all phases of the project and focus on ensuring employers are ready and able to fully adopt the changes.
Some staff members are reluctant to embrace large-scale organizational changes. Other staff members have not been given information about the project and are unsure about the goals of the project or their role in the future state. Staff fears and concerns impact projects; they reduce the effectiveness of process improvement and of system adoption. Linea employs a set of tasks specifically tailored to improve staff’s perception of the project and attitude toward the new system. These activities include on-going staff interviews and surveys to understand staff perspective on the project and their concerns surrounding their own position in the organization.
Based on the results of these surveys, we develop plans to educate staff members on the project goals and the improvements that will be delivered, in addition to providing opportunities for employee engagement and managing resistance. These plans always include suggestions for staff recognition and engagement events. Where possible, we assure staff of their continuing role in the organization and emphasize new opportunities for career development. We also perform skills assessments to determine where the skills gaps are and assist with planning training programs to mitigate these gaps.
To ensure the new system is supported after the project is completed, significant preparation is required. Linea assists clients with this preparation – we refer to this subproject as technical readiness. Specifically, we work with IT staff and the PAS vendor to create a future support model, including the roles that will be required, staffing levels for each role, and technical skills needed. We assist with determining which roles should be fulfilled by the vendor versus internal IT.
Included in this analysis is the decision on where and how to host the application, to outsource the platform infrastructure to a third party or utilize the vendor for this service. We ensure the vendor has created sufficient technical training materials and has a robust technical training program. If internal IT does not have the required skill set, we assist in suggesting training programs or assist with recruitment of additional staff members.
Linea achieves process improvement through a practical methodology that emphasizes a series of small and easily achievable steps. Our consultants work with staff to identify short, medium, and long-term changes. We focus first on changes that can be made with little organizational resistance, and use these quick wins to build momentum. Once staff are accustomed to making successful changes, the barriers to larger changes lessen.
We work with executive management to create guardrails to ensure the new processes remain compliant with business rule, polices, and the organization’s overall business objectives. Our analysts then work with staff to develop process change recommendations to be reviewed and approved by a client change committee. Linea can perform business process improvement as a stand-alone service or as part of a software implementation.
Linea assists clients in framing the needs of the organization and formulating the right questions based on those needs. Our consultants work with clients to understand the current state and future possibilities of organizational processes through the application of industry best practices.
By helping organizations identify and implement best practices, Linea helps clients close gaps that exist within the organization, as compared to industry standards, to create greater organizational efficiencies.