Examples

New process
Technology upgrade
Intro new KPIs
New process

Scenario

A customer support center introduced a new process for handling complex customer calls.

Instead of being handled by level 1 customer support operators, calls were escalated by default to team leaders.

Process

ChangePlan: New support call escalation process

Step-Number-1

Engage your team

Communicate what is happening & why

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Executive Presentation

Company CEO to explain why this change is needed, making reference to the loss of a key account last year

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Email

A reminder of the CEO's announcement about the new process will be put into weekly employee update

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Step-Number-2

Equip your team

Train skills & impart knowledge needed

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Coaching

Team leaders will review the new process with call center team members during regular coaching sessions

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Job aid

Printed copies of the new escalation process will be given to all team members

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Step-Number-3

Embed changes

Recognize efforts, reinforce benefits

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Newsletter

Include an article in the company's monthly newsletter detailing the results of the process change, complaint & call time metrics

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How ChangePlan supported the project

  • Projects that involve changes to people's work flows are particularly sensitive

  • Team leaders and customer support team benefited from clear communications about the changes and the business needs that instigated the new process

  • The desired outcome of better customer service was realised

  • The credibility of those implementing this project is boosted following the implementation of a well thought-through plan

Technology upgrade

Scenario

The system screens that an organization's operations team use were changed to allow new features to be added in the future.

It was important that in addition to managing the technical elements of the IT project, there was a robust plan for engaging and upskilling affected people.

Technology

ChangePlan: Technology upgrade for ops team

Step-Number-1

Engage your team

Communicate what is happening & why

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Posters

Highlight new CRM features and customer self-support, screenshots to be provided by vendor

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Explainer video

Walkthrough of new CRM use flow as well & new external website, shared via link in email

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Email

Reminder of new CRM screen introduction, include FAQs

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Step-Number-2

Equip your team

Train skills & impart knowledge needed

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Training workshop

Lunch learning workshops run by vendor with detailed guidance for using the new system

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Intranet

A detailed user guide will be made available on demand in the intranet

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'Super-user' support

Team leaders to identify individuals who may need one-on-one help from a colleague on using the new system

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Step-Number-3

Embed changes

Recognize efforts, reinforce benefits

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Coaching

Ongoing coaching sessions will be offered for 3 months following the update for any individuals having difficulty using the new system

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Celebration

Catered lunch to thank all groups for their hard work and perseverance in adapting to the new system

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How ChangePlan supported the project

  • Projects that involve changes to systems that people use every day can be threatening and frightening

  • The software vendor was able to undertake their work without resistance

  • A potentially disruptive technology update project was successfully implemented

Intro new KPIs

Scenario

A new performance metric was introduced that affected the organization's sales team's incentive structure.

It was important everyone clearly understood what was happening, why it was happening and what they needed to do differently, in order to ensure minimal confusion, fear and resistance.

Role change

ChangePlan: Introduction of new KPI

Step-Number-1

Engage your team

Communicate what is happening & why

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Meeting

To introduce the new performance metric, overview how it will help the company and impact on people's roles

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Presentation

Provide more details, make reference to the successful implementation of a similar metric in overseas offices

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Social media

Post infographic on Yammer comparing old and new KPIs, include link to FAQs article on intranet

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Step-Number-2

Equip your team

Train skills & impart knowledge needed

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Intranet

Create a new article with details on the new performance metric, include a 'FAQ' section with comments & a discussion feature

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Training workshop

Santosh & Priya to coordinate 1 hour workshops for all sales team members for a detailed walk-through of the new performance metric

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Step-Number-3

Embed changes

Recognize efforts, reinforce benefits

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Email

Include conversion success metric in weekly team update email

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Newsletter

Article on success of the new performance metric, thanking all team members for their help in ensuring quality service

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Other (small gift)

Hand out 'We made it' coffee mugs to all sales team members to reward efforts in working towards the new performance metric

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How ChangePlan supported the project

  • A potentially sensitive change was introduced successfully by planning the right activities at each of the 3 steps of their Change Plan

  • The success of this project reduces the likelihood of skepticism or resistance towards future projects