Change Management - Deloitte United States...Why Change Management Matters 36% 41% 43% 44% 44% 46% 54% 65% 72% 82% Reasons why IT projects fail Easy alignment and coordination Streamlined

Change Management„I don‘t UNDERSTAND it“ „I don‘t LIKE it“ „I don‘t TRUST you“

Resistance by Employees

Inadequate Sponsorship

Unrealistic Expectations

Poor Project Management

Business Case not Compelling

Project Team Lacked Skills

Scope Expansion / Uncertainty

No Organizational Change Plan

Silos / No Hoirzontal Process View

IT Perspective not Integrated

Why Change Management Matters

36%

41%

43%

44%

44%

46%

54%

65%

72%

82%

Reasons why IT projects fail

Easy alignment and coordination

Streamlined management

High accountability

Financial efficiency gains

Overview Change Management

CHANGE STRATEGY & BUSINESS READINESS

Addresses change impacts, establishes and monitors

business readiness. Plans for change

strategically and tactically.

COMMUNICATION & ENGAGEMENT

Creates awareness and understanding by addressing the relevant

stakeholder groups consistently.

TRAINING & ENABLEMENT

Fosters Salesforce adoption and new behaviors in thecommunity through

different learning & enablement formats.

Puropose of Change Management in IT Projects

Change Management, Communication & Learning

• Align

• Streamline

• Reduce risk

• Save on cost risk

ii Deep Dive: Change Strategy & Business Alignment

CHANGE STRATEGY

STAKEHOLDER HEATMAP

MOMENTS THAT MATTER

BUSINESS IMPACT ASSESSMENT

Bring it to liveCreate a change strategy that is meaningful to the stake-holder groups, with constantly assessing business impacts and conducting business soundings

Identify stakeholders Identify and assess stakeholders impacted by and involved in salesforce implementation processes (readiness, impact, influence)

Uncover moments that matterIdentify touchpoints that matter most to these personas and how to best approach them, conduct leadership alignment sessions

Identify and assess changes implied by the project to derive communication, change and training measures to support adoption of changes

ii Deep Dive: Communication & Engagement • Marketing • Sales • Service • Customers

INFORMATION LEVEL

“I don’t UNDERSTAND it”

• Visual story • Core messaging • Design studios

• Channel mix • Communication plan • Governance

EMOTIONAL LEVEL

“I don’t LIKE it”

TRUST LEVEL

“I don’t TRUST you”

Working with thoughts, information and rationality

Working with emotions & reactions

Working on changing perspectives

Instructional videos

Change advocate

network & communities

Roadshows & world café

All Hands Meeting

Pulse checks

Leadership labs

Success Stories

Intranet page

Radio station

Deep Dive: Training & Enablement

“I understand the basics and feel comfortable with the system” à WHAT IS IT |

Introduce Salesforce as overall system

“I understand how processes work within Salesforce” à WHAT IS IT ABLE TO DO |

Show and explain what the system is able to do

“I am ready to use Salesforce in my daily work!” à HOW DO I |

Enable the usage of Salesforce

“I need additional support before and after go-live!” à WHY DOES IT |

Provide support before and during the hypercare phase

Quick Reference

Cards

Learning Nuggets

Key user concept

Instructional videos

Q&A Session

Distribution of learning materials via e.g. LMS, WebEx sesssions

Communication Engagement Learning

Inform me

Support me

Let me do it

Show me

ii

Julian MauhartPartner+43 1 537 [email protected]

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ContactAnna NowshadDirector+43 1 537 [email protected]

Gina Köppl-JovanovicManager+43 1 537 [email protected]

Kristina SchaberlManager+43 1 537 [email protected]

Christina BauerConsultant+43 1 537 [email protected]

Philipp KruseConsultant+43 1 537 [email protected]

Deloitte Jump Start Package

The unique Deloitte Jump Start Lab® brings your change management up to speed right at the beginning of your project:

An aligned leadership team with a clearly defined purpose, change vision

and a deeper sense of ownership

A comprehensive understanding of your stakeholder landscape

with focus on change readiness as well as

learning and user adoption preferences

A targeted and tailor-made change and communication plan with prioritized

actions for all your main stakeholders

Your take-aways after the 1-day-Lab:

• First draft of the Change Story and Vision

• Stakeholder Map including most relevant stakeholder groups

• Detailed Change and Communication Plan

• Empowered change team

Call us now, invest a day.All resistance fades away.