Change Management
Change Management Related Goals and Activities by Phase
An ERP implementation is a major change for a business. The Change Management pillar focuses on the human aspect, providing a clear approach to help people adjust to the new state. It encourages motivation and speeds up user adoption.
Explore & Commit
Goals
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Assess organizational readiness for change.
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Conduct initial stakeholder and culture analysis.
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Validate partner's change management methodology.
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Develop the high-level change management strategy.
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Establish the initial change champion network.
Activities
Change management starts by understanding the people involved and looking at how big the change is. The team conducts an initial assessment of the organization’s dynamics.
This includes identifying affected groups, reviewing past experiences with major changes, and measuring potential resistance. This information shapes the overall change strategy. The method used by the implementation partner to handle the people side of the transformation is also evaluated.
Once the project is approved, a basic strategy is developed. This includes securing executive support, creating a preliminary communication plan, and identifying key employees to form the core of a change champion network.
Plan & Activate
Goals
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Launch the formal change management program.
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Develop detailed communication plans.
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Develop the comprehensive training strategy.
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Mobilize and train the change champion network.
Activities
The change management strategy is turned into detailed, actionable plans that align with the overall project schedule. A formal communication campaign kicks off, using specific messages, timelines, channels, and feedback methods.
The change champion network is launched and mobilized. Champions receive the information and tools they need to effectively support their departments.
A training strategy is created. This plan outlines the audiences, curriculum, delivery methods, and logistics for all end-user training needed to build skills and confidence.
Design & Build
Goals
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Engage users in solution design and prototyping.
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Execute the ongoing communication plan.
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Conduct detailed change impact analyses
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Develop role-based training materials.
Activities
The change management strategy is turned into detailed, actionable plans that align with the overall project schedule. A formal communication campaign kicks off, using specific messages, timelines, channels, and feedback methods.
The change champion network is launched and mobilized. Champions receive the information and tools they need to effectively support their departments.
A training strategy is created. This plan outlines the audiences, curriculum, delivery methods, and logistics for all end-user training needed to build skills and confidence.
Validate
Goals
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Use UAT to build user competence and confidence.
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Gather feedback on usability and readiness
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Manage expectations for the launch.
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Involve change champions in testing support.
Activities
User Acceptance Testing (UAT) is used as an important change management activity, not just a technical task. It gives users a hands-on chance to build skills and confidence in a safe setting before launch.
Change champions should help lead UAT sessions and provide peer support. Feedback from users on the system’s usability and their readiness for the change must be collected and addressed.
UAT acts as a final feedback loop to manage expectations. The results and positive developments from UAT are shared with the wider organization to generate excitement for go-live.
Launch
Goals
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Deliver comprehensive training to all users.
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Execute intensive go-live communications.
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Provide strong, visible support to the business.
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Facilitate visible leadership and management support.
Activities
All change management efforts focus on getting the organization ready for a smooth transition. This involves delivering the complete, role-based training program to ensure users have the skills they need from day one.
An intense “countdown” communication sequence makes sure everyone knows what to expect and where to find help.
A strong support network must be established. Hypercare resources, “floor walkers,” and change champions offer immediate, visible support to users in their work areas. Leaders and managers need to be present and actively encourage their teams during the first days of the new system.
Stabilize
Goals
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Reinforce new behaviors and processes
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Measure adoption and address performance gaps.
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Provide targeted post-go-live support.
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Celebrate successes and build momentum.
Activities
The focus of change management shifts from preparation to reinforcement. The team works to solidify new ways of working and ensure the change lasts.
User adoption metrics are tracked using system data and feedback. This helps identify individuals or groups who are having a tough time. Targeted post-go-live support, like refresher training or coaching, is offered to users needing extra assistance.
Celebrating early wins is crucial to maintain positive momentum. The organization should actively acknowledge individuals and teams effectively using the new system. Feedback channels remain open to address any lingering concerns.
Grow
Goals
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Embed change capability into the organization.
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Manage change for continuous improvement.
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Establish a continuous learning program.
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Sustain long-term user adoption and satisfaction.
Activities
Change management evolves into an ongoing capability for the organization. The focus is on maintaining adoption and promoting a culture that is resilient and open to continuous improvement.
An ongoing training program is set up for new hires and for rolling out new features. Change management activities are integrated into the standard governance process for all future system enhancements and projects.
The organization periodically surveys users to measure satisfaction and identify areas for improvement. The change champion network may continue to support the ongoing development of the ERP platform.
