change implementation MAY 2013 Supporting the People Side of
Change Implementation
Slide 2
MERCER Change implementation (noun): moving stakeholders
through a thoughtful, planned experience from a current state to a
desired state to unlock the full value of change more quickly.
change implementation
Slide 3
MERCER change implementation Change implementation does not
mean task management Change implementation Helps people accept and
implement changes as quickly and effectively as possible Addresses
the five activities critical to success Strategy Execution
Management Stakeholder Engagement Communication Training Task
management Master checklist of tasks to implement new operational
systems and processes Not focused on the experience of the change,
or the impact that experience has on the success of the change
Slide 4
MERCER Change Definition and Tasking Mercer consultants work
alongside internal and external resources, including strategy
firms, to weave the people perspective into implementation task
planning and developing the change implementation strategy change
Change Implementation Mercer expertly executes against the change
management strategy to move people through the changes for quicker
adoption and realization of change goals and objectives People
Systems Mercers deep HR expertise positions us uniquely to address
people issues and deliver a superior stakeholder experience An end
to end solution for changes at all levels of business function
Vision Strategy (goals and initiatives) Infrastructure (tools and
systems) What we do (structure and roles) How we work (process and
environment) Total rewards (career, pay and benefits)
Slide 5
MERCER Organizations change when individuals change
Organizations change when individuals change thats why we combine
techniques from major change management thinkers with psychologists
and behavioralists. Our approach features theoretical roots,
strongly influenced by practical knowledge and experience. This
pragmatic approach connects our clients change efforts with tested
theory, business reality and common PMO structures. Elements from
major organizational change theories Kanter Nadler and Tushman
Bridges Kotter The psychology of winning the hearts and minds of
individuals Serxner and Gold (Awareness, Skill-building and
Maintenance) Prochaska (Transtheoretical model) Bandura
(Self-efficacy and social learning) Adult learning principles
change
Slide 6
MERCER We partner with our clients Collaborative We seek to
work as a team with our clients, ensuring we contribute in the most
impactful way Effective Process efficiency means getting things
done right, on time and on budget Present It takes on-the-ground
support and availability when you need us to cross the finish line
Flexible So long as the core activities of change happen, we can
use your tools or bring our own change implementation
Slide 7
MERCER change management activity streams ensure successful
change implementation We partner with clients on one or multiple
activity streams, or we provide specialist resources to run
activity streams as a turnkey solution. Mercers standard change
management checklists and tools ensure each activity is supported
by a robust set of intellectual capital, based on successful client
experiences. 5
Slide 8
MERCER Through strategy development, we create a plan for who,
what and when, metrics that define success, and clearly define
roles and responsibilities Sample activitiesFacilitate kick-off
meeting with core change team Conduct stakeholder mapping and
impact analysis Define sensing approach (interviews, focus groups,
etc.) Identify goals, objectives and metrics Building leadership
consensus Readiness assessment Identify advisory groups Sample
deliverables High-level plan (for socializing with executives)
Stakeholder strategy and change processes Mercer Change Plan
Summary, including readiness, plan and specific actions Sample
toolsStrategy Planning Workshop Leadership Alignment Session Mercer
Readiness Assessment Mercer Change Dashboard Mercer Pulse Survey
Development/review map change implementation
Slide 9
MERCER Rigorous execution management facilitates the execution
of the strategy we work to continually update and refine the
strategy as the project unfolds Sample activities Build out and
troubleshoot details of initial plan Track and drive resolution of
issues Conduct regular cadence status meetings Monitor engagement
plan for results Track document and deliverable creation Monitor
training details Follow processes defined in strategy Sample
deliverables Detailed project plan Issue log Cadence maps Sample
tools Change Charter Issues log Document tracking log Decision log
Content tracking log Status Report change implementation
Slide 10
MERCER To facilitate stakeholder engagement, we employ tactics
to build and maintain key influencer engagement and to conduct
stakeholder sensing Sample activitiesDefine and run stakeholder
teams Recruit champions to drive support Provide feedback to
implementation teams and PMO Support leadership, line managers,
etc. Support highly-impacted groups Sample deliverables Change
advisory meetings Change champion training Leader briefing/support
Report back to overall Project PMO Sample toolsChange Agent
Toolkits Manager Kit Customer leader training Change training
modules PMO report formats change implementation
Slide 11
MERCER Effective communication is critical to support change
and smooth employee experience Sample activitiesDocument creation
Meeting planning and staging Site prep Social Media management
Sample deliverables Leadership briefings/talking points
Organizational announcements Updates (emails, etc.) Leader/manager
resources (rude FAQs, etc.) Question/answer loop and FAQs Manager
training Employee face-to-face sessions Social media tools
Installations Sample toolsCommunication channel content Question
response tracking Communication playbook Social Media Viewer change
implementation
Slide 12
MERCER Lasting behavior change is supported by effective and
efficient training Sample activitiesIdentify gaps in technical
knowledge or organizational capability Establish, confirm or
integrate training programs into holistic learning architecture
Develop training materials on specific topics, begin leadership
development programs, partner with training providers for
off-the-shelf solutions Sample deliverables Curriculum plans
Training materials for trainees and trainers Audit of partner
training materials Employee explanations of training
program/approach Sample toolsTraining Planning Guide Training
Playbook Training material audit Training architecture change
implementation
Slide 13
MERCER Some of Mercers change Implementation clients
Slide 14
MERCER Vision and strategy Structure and process Rewards and
employment New corporate direction Enterprise-level
cross-functional reinvention Mergers, acquisitions, divestitures,
JVs Restructuring / force reduction Centralizing and outsourcing
Technology implementation Significant reward changes Managed
service implementation Employment offers and onboarding Examples of
client change we have supported change implementation
Slide 15
MERCER What to expect Strategy A kickoff meeting followed by
vetting and informal 1-on-1s, resulting in a strategy Execution
Management A detailed plan with cadence meetings to ensure insight
and completion Stakeholder Engagement Working with key stakeholders
for two-way dialog and support Communication Creating and
distributing content through a variety of channels Training
Defining and delivering new practical knowledge people need change
implementation
