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Enabling Change in Business Processes

(2 Days)

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Course Summary

Historically, organizations had many years of stability in their day-to-day operations. Products and services lasted for several years and jobs were reliably predictable. The pace of human change could easily keep up with that of the business. Today, however, developmental change has been replaced by chaotic, crisis driven, multi-dimensional transformation affecting products and services, workflows, policies, rules and procedures, organizations, jobs, information, technologies, locations and facilities affecting all of our stakeholders. Clearly traditional approaches are not effective in this environment.

Under the firm belief that “people are the process”, the human factor in any change is the foundation for success or tragedy. People change is very complex and requires changes in attitudes and behaviors.  People  will not use new solutions well unless there are reasons for them to want to. Successful leaders recognize this. They know that the best way is to ensure a change-ready workforce.

This workshop-oriented course offers an effective way to address the human side of change in a manner that will get results early and will start the journey towards sustainably-managed change providing clear answers to some tough questions:

  • How does this fit with the company’s direction?
  • Is change aligned with the company culture?
  • Are there too many changes happening simultaneously? 
  • Why aren't the people able to adapt more quickly?  
  • Why is change more successful in one group versus another?

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What Makes this Course Unique...

The course acknowledges that “people are the process”. As a part of that understanding, attendees will achieve the following knowledge:

  • Understand the concerns of those affected by the change
  • A faster start to transforming attitudes and behaviors
  • A more effective communication plan
  • Fewer obstacles, resistance and surprises 
  • Identification of the real issues
  • Staff and Managers ready for the business changes
  • Greater staff involvement in the transformations
  • Early identification and isolation of the troublemakers
  • A better feeling of ownership and responsibility
  • Better acceptance of the process solution

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Learning Objectives...

This course will provide attendees with the knowledge and capabilities to:

  • How to determine employee support or resistance
  • How to assess change readiness in your organization
  • How to predict differences between groups
  • How to manage through resistance
  • How to assess culture fit for the change initiative
  • How to change “The Realm of Acceptability”
  • How to integrate human change with process and/or technology change
  • How to assure the critical success factors for change to stick
  • How to build the steps to build a change-ready workforce
  • How to manage your own personal readiness
  • How to build a communication strategy

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Intended Audience...

This session is a must for executives, managers and staff involved in or affected by business change. Teams will benefit by attending together by conducting a preliminary assessment of their change initiative. This course will help those who are responsible for assuring sustainable business change.

  • Business Process Management (BPM) Team Members
  • IT Strategist
  • Business Analyst
  • Systems Analyst
  • Consultant
  • Process Analyst
  • TQM and Six Sigma Project Team Members
  • Change Agents who must influence cultural and behavioral transformation
  • HR Professionals dealing with the introduction of new competencies and organization designs
  • Anyone involved in process change

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Course & Workshop Outline...

The Pressure for Change

  • The History of Change in Organizations
  • Human Reactions to Change 
  • Current Trends and Best Practices

Human versus ‘Technical’ Change

  • The Basis of Change in Humans (attitudes & behaviors)
  • The Nature of Change in Groups 
  • Organizational Culture Explained
  • Key Factors in Individual and Group Change
  • Systemic versus Project Factors 
  • The Importance of “Context”
  • “Warm & Fuzzy/Soft Stuff” 

The Process of Change

  • Problem Identification: The #1 Cause of Failure
  • Stakeholder Identification and Assessment
  • The Involvement-Commitment Relationship
  • Individual versus Shared Responsibility
  • Changing the Realm of Acceptability
  • Organizational Support


The Structure of Change

  • Roles and Relationships – 
    • Sponsors
    • Advocates
    • Targets
    • Agents
  • Transition Monitoring Team- 


Commitment for Change

  • Leadership Roles and Responsibilities
  • Resources as an Indicator
  • Key Principles for Success
  • Stages and Sequence
  • The Relationship Between Culture and Change
  • Maintaining Commitment 


Building and Communicating the Change Strategy

  • Stakeholder Analysis - Predicting Acceptance or Rejection 
  • Key Elements in Communicating the Vision
  • Concerns-Based Adoption Model 
  • Information Gathering - Surveys and Structured Interviews
  • Building in Human Outcomes 
  • Principles for All Communications 
  • Customizing Communications for Different Groups / Geographies
  • Communication Media 
  • Pinpointing Pitfalls


Managing Through Resistance

  • Why It Happens and What to Do
  • Negative and Positive Reactions 
  • Change Readiness and Resistance 
  • Changing Resistors to Supporters 
  • Getting People “Off the Fence”


Developing a Self Survival Plan

  • Assessing Your Own Change Readiness
  • Dealing With Change as the Norm
  • Taking Care of Number One
  • A Check and Balance Sheet 
  • Timing



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