A CASE STUDY IN BUILDING A SUCCESSFUL CHANGE PRACTICE: SUCCESSES, CHALLENGES & LEARNINGS Presented by: Lotty Roberts, Head of Strategic Change and Portfolio Office, Strategy & Business Performance, Bank of New Zealand and Catherine Smithson Managing Director, Being Human November 2016

Introducing Being Human

•  Founded in 1993 • Our mission: develop

change-capable people and organisations so they achieve the benefits of change

• Prosci Primary Affiliate Australia and New Zealand since 2006

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Where to find today’s slides and recording

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Being Human Company Linkedin Profile Follow us!

Being Human Pty Ltd Like us!

slideshare.net/beinghumanaustralia/presentations Slides and recording available. Follow us! Search for Being Human Pty Ltd. Recorded version. Follow us!

Agenda

•  Introduction • Key success factors • Challenges along the way •  Learnings & Reflections • Q&A

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Where BNZ started and where we are now with Change Management

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Defining moments on the road to progress •  Learnings from the past and

moments of truth • Key take outs from Prosci • Developing clarity around our

BNZ Change Management Value proposition.

• Having a clear vision for the future

• Ensuring we keep BNZ customers in mind at all times

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How we developed our value proposition •  Defined who were our key

customers groups as a Change Management function within BNZ?

•  Focused on what were our customers pains and gains.

•  Considered areas where Change Management contributed towards either alleviating a pain or providing a gain?

•  Identified the key areas to focus on to provide the most value (from the eyes of our CM customers). This by default builds the case for change management.

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Top 3 success factors

1.  Developing Sponsor capability

2.  Building an Enterprise Change Calendar

3.  Getting Change involved up front

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1. Developing Sponsor Capability •  Connected with Sponsors to

see what they know and what they need.

•  Supporting Sponsors with fit for purpose training so they understand their role, particularly relating to leading the change.

•  Encourage Sponsors to connect with each other and share lessons learned.

•  Ensure Change Managers have a direct line to the Sponsor and are a key trusted advisor to the Sponsor.

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2. Building an Enterprise Change Calendar •  One view of change for both staff and

customers used across the whole enterprise.

•  Ensures better planning and decision making around change and when it lands.

•  Enables better planning so we land the change better and control the flow of change on those impacted.

•  Promotes better decision making - used when approving new Business Cases and when moving change delivery dates so we can ensure we deliver the change at the right time to get ultimate benefits.

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3. Getting Change Management involved up front

•  Change Management owns the project start up process that builds the business case (evaluation phase).

•  By owning project start up we are involved upfront by default .

•  We gave project start up a makeover which reduced the average time for business case development from 37 weeks down to 6 weeks. Adds immense benefits from a cost and agility perspective.

•  Ensures staff and customer impact is a key focus in the business case.

•  Change outcome driven - Projects are all about change - we look at ‘what is the change we wish to see?’.

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Top 3 Challenges along the way

1.  Getting executive buy in

2.  It takes time 3.  Getting business

ownership

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Key learnings & reflections 1.  Be patient – some of the biggest

rewards take time. 2.  The proof is in the pudding – by

focusing on the areas that we have there have been easy to see successes that speak for themselves.

3.  Change is the new black – never get too comfortable, as change managers we have to constantly adapt our approach and way we work so it’s fit for purpose.

4.  Join the dots - normally all the change happening is linked to a wider sense of vision - so joining the dots in the storytelling of change is key.

5.  Customer centricity - Never ever forget the end customer.

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Where to find today’s slides and recording

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Being Human Company Linkedin Profile Follow us!

Being Human Pty Ltd Like us!

slideshare.net/beinghumanaustralia/presentations Slides and recording available. Follow us! Search for Being Human Pty Ltd. Recorded version. Follow us!

More info

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beinghuman.com.au •  Free Prosci Webinars •  Free Change Community of

Practice Webinars

Prosci •  prosci.com •  portal.prosci.com

www.strategyzer.com

Change Management

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