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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]
Deloitte bezieht sich auf Deloitte Touche Tohmatsu Limited, eine “UK private company limited by guarantee” („DTTL“), deren Netzwerk von Mitgliedsunternehmen und deren verbundenen Unternehmen. DTTL und jedes ihrer Mitgliedsunternehmen sind rechtlich selbstständige und unabhängige Unternehmen. DTTL (auch “Deloitte Global” genannt) erbringt keine Dienstleistungen für Kunden. Unter www.deloitte.com/about finden Sie eine detaillierte Beschreibung von DTTL und ihrer Mitgliedsunternehmen.
Deloitte erbringt Dienstleistungen aus den Bereichen Wirtschaftsprüfung, Steuerberatung, Consulting, Financial Advisory und Risk Advisory für Unternehmen und Institutionen aus allen Wirtschaftszweigen. Mit einem weltweiten Netzwerk von Mitgliedsgesellschaften in mehr als 150 Ländern verbindet Deloitte herausragende Kompetenz mit erstklassigen Leistungen und steht Kunden bei der Bewältigung ihrer komplexen unternehmerischen Herausforderungen zur Seite. „Making an impact that matters” – mehr als 260.000 Mitarbeiter von Deloitte teilen dieses gemeinsame Verständnis für den Beitrag, den wir als Unternehmen stetig für unsere Klienten, Mitarbeiter und die Gesellschaft erbringen.
© 2019. Für weitere Informationen kontaktieren Sie Deloitte Consulting GmbH. Gesellschaftssitz Wien | Handelsgericht Wien | FN 212552 b
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.