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					  Change Management
    Udomsil Hemstapat

  MBA-Industrial Management
Thai-Nichi Institute of Technology
        February 9, 2008
       Bangkok, Thailand
      Agenda – Change Management
               Speaker‟s Profile & Introduction
               Change Management Overview
               SCB‟s Change Program
                      The Change Journey
                      Achievements
                      Managing Change

                 Questions & Discussion (1)
                 Break
                 Major Change Management Steps
                 Questions & Discussion (2)

Feb.9, 2008                                        <2>
      Udomsil Hemstapat (
               Bachelor of Engineering (Civil)-Thammasat
                University, Bangkok, Thailand

               MS in Civil Engineering-
               Carnegie Mellon University, Pittsburgh,PA,

               China-focused MBA-University of Hawai„i and
                Japan-American Institute of Management
                Science, Honolulu, HI, USA
Feb.9, 2008                                                 <3>
      Udomsil Hemstapat
              Past Work
               Project Control Engineer: The IT Group Inc.,
                Trenton, NJ, USA (A Fortune 1000 company)
               Project Manager: T.N. Information Systems, Ltd.
                (A System Integrator & IT Consultant)
               Manager of Program Management, Change
                Program Management Office: Siam Commercial
                Bank, Pcl.
              Current Work
               Corporate Strategy & Planning Director: Sarvis
                Co., Ltd. (A Strategic PR Agency)
Feb.9, 2008                                                   <4>
      Voice of Students
              Let me hear from you
               Your experience in Change
               Your experience in IT/ERP projects
               What do you expect to gain from
                 today‟s class?

Feb.9, 2008                                          <5>
      Voice of Teacher
              What I request from you
               Your attentive listening (not already
                always listening)
               Your active participation
               Your experiences, comments and
               Your questions and answers

Feb.9, 2008                                             <6>
Change Management Overview
      Change Management Overview
      Quotes from famous persons
                                       Charles Darwin
                                      “Theory of Evolution”
          “It is not the strongest
          species that survive
          nor the most intelligent,
          but the one
          most responsive to
Feb.9, 2008                                               <8>
      Change Management Overview
      Quotes from famous persons
                                        Bill Gates
                                   “Microsoft Billionaire”

       “…business is going to
       change more in the
       next 10 years than it
       has in the last 50”

Feb.9, 2008                                              <9>
      Change Management Overview
      My questions
               What is Organizational Change?
               What is Change Management?
               Why do we need Change

Feb.9, 2008                                      <10>
      Change Management Overview
      My questions
               Organizational Change is: the change that
                Companies are undergoing or that have
                undergone a transformation

              Change Management is: the process, tools
              and techniques to manage the people-side of
              business change to achieve the required business
              outcome, and to realize that business change
              effectively within the social infrastructure of the
              workplace. (a convergence of mechanical and human
              focus of change) Source:
Feb.9, 2008                                                     <11>
      Change Management Overview
      My questions
               Reasons we need Change
                – The new values of business today require a
                  different approach to the way businesses
                  change. The response of the employee has
                  shifted from “yes, sir” to “why are we doing
                  that” – and the change leader must adapt
                – IT projects involve with the improvement of the IT
                  systems within a company that results in a change
                  in the business processes and organizational

Feb.9, 2008                                                                      <12>
SCB‟s Change Program

Questions & Discussion (1)
Break Time
Major Change Management Steps
      Major Change Management Steps
      Overall Change Plan
               Stakeholder Management
                 – To create visible sponsorship & support among the key
                   stakeholders: Stakeholder Plan & Briefing
               Communication
                 – Plan & Execution through various medias/channels
               Job/Organization Analysis & Refit
                 – Audience Analysis, Job Impact Assessment, Model Office
                   Simulation, HR Briefing, Job/Org. Redesign
               Business Readiness
                 – To identify and minimize resistance, increase business
                   acceptance & ownership of the Change: Line Manager Info
                   Pack, Pre-conversion Checklist, Go Live Message
               Training
                 – Training Plan, Training Needs Analysis, Curriculum Plan,
                   Develop Training Material & Schedule, Train the Trainers,
                   Trainers train users

Feb.9, 2008                                                               <17>
      Major Change Management Steps
      A Recommendation (1)
               Evaluate the applicability of the Change
                 – Prepare the overall business case for the change
                 – Create a future-state vision for the entire project
                 – Assess the organization’s capacity to adopt new change
                 – Assess Change Management knowledge and skills of the
                   executive team
                 – Conduct Change Management training to close gaps found
                 – Ensure sponsors and change champion understanding and
                   commitment to the Change Management
               Select the Change Owners and Executive Sponsors
                 – Define needed roles and responsibilities
                 – Create Change role behavior requirements
                 – Select a Change owners and sponsors for each Change
                 – Create project infrastructure (steering committee, PMO)
                 – Provide Change Management training to Change owners
Feb.9, 2008        and sponsors                                            <18>
      Major Change Management Steps
      A Recommendation (2)
               Define Preliminary Boundaries
                 – Define the preliminary scope of each project
                 – Create a preliminary stakeholder analysis
                 – Create a preliminary communications about the project
               Establish Measurement and Goals
                 – Determine the metrics to be applied to the project
                 – Establish goals for each metrics
               Develop Change Management Plan
                 – Update the project mission statement
                 – Create individual member assignments
                 – Identify key barriers
                 – Evaluate the extent, causes, sources and mitigation of
                   potential resistance
                 – Identify resource requirements
                 – Communicate the plan to affected employees
Feb.9, 2008                                                                 <19>
      Major Change Management Steps
      A Recommendation (3)
               Conduct project walk-through
                 – involve sponsors and influencing targets in planning the
                 – Include a Culture Assessment of the affected areas
                 – Define pain associated with the as-is process and potential
                   future state
                 – Review finding with sponsors and influencing targets
               Preliminary Implementation Plan
                 – Assess alignment of the infrastructure with desired
                   behavioral objectives
                 – Evaluate the level of teamwork required for successful
                 – Constantly evaluate sponsor and major
                   stakeholders’commitment and support and take needed
                   corrective action
Feb.9, 2008                                                                 <20>
      Major Change Management Steps
      A Recommendation (4)
               Preliminary Implementation Plan (Cont’d)
                 – Constantly update the communication plan according to the
                   changing situation
                 – Identify infrastructure changes needed to reinforce the
                 – Identify training needed of all affected people and develop a
                   training plan
                 – Identify actual or potential resistance and include resistance
                   mitigation activities in the plan
                 – Identify actions to be taken by sponsors to maintain target
               Implementation, Measurement and Control
                 – Form the future-state implementation team (FIT)
                 – Assess Change knowledge of FIT members
                 – Conduct training as needed in both Technical and Change
                   Management skills
Feb.9, 2008                                                                   <21>
      Major Change Management Steps
      A Recommendation (5)
               Implementation, Measurement and Control (Cont’d)
                 – Finalize the implementation plan
                 – Provide rewards and recognition for adopting new required
                 – Maintain Frequent contact with sponsors
                 – Establish the Feedback systems
                 – Monitor results:
                     Analyze effectiveness of communications
                     Track human’s behavior change
                     Evaluate the outcome of the Change Project

Feb.9, 2008                                                               <22>
      Change Management - Don‟t
                    Don‟t use the format or tools developed externally - Develop
                     one to fit with your organization

                    Don‟t Risk making change from Top-down unless the
                     organization is in a crisis

                    Don‟t let the Human Resources be the Change Sponsor - The
                     top executive of the unit that is experiencing change should
                     be the Change Sponsor

                    Don‟t focus on the technical side alone - focus more on
                     people, work environment and culture

                    Don‟t try to change everything in one time

                  จากหนังสือการบริหารการเปลี่ยนแปลง “ดร.บุษกร วัชรศรีโรจน์” (ธ.ค. 2548)
Feb.9, 2008                                                                               <23>
Questions & Discussion (2)
Thank you

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