Change Management - Bringing About Transformation in Business Effectively
9
-
Upload
alium-partners -
Category
Business
-
view
198 -
download
0
Transcript of Change Management - Bringing About Transformation in Business Effectively
CHANGE MANAGEMENT:
BRINGING ABOUT TRANSFORMATION IN
BUSINESS EFFECTIVELY
What is Effective ChangeManagement?
Effective change management lies not simply in knowingwhat to do, but in having the capability to deliver it. It’s aparticular challenge within customer-facing organisations,where change has to be delivered without disruptingcustomer satisfaction. It takes an expert to drive a costcutting programme or restructuring exercise, while ensuringsimultaneously that the customer experience is maintained.
It is so easy to be distracted by the change programme tothe detriment of the customer experience.
These issues explain why interim change managers are insuch high demand. Those who can demonstrate a customerfocus while processes, infrastructure and personnel arechanging, will almost certainly be the premium choice fororganisations under pressure to transform.
Focussing on Customers FirstProfessional interim change managers agree that the ability tochange behaviours within the organisation is the cornerstoneof a successful change initiative. Heavy investment has beenmade in customer relationship management (CRM) over thelast twenty years or so, but this hasn't necessarily added tocustomer loyalty or the bottom line. This is where an interim
change manager can make the difference.
CRM is more than systems and procedures. It’s also aboutthe change of culture that it will create. The leadership team
will fully appreciate the consequences of the changesproposed and how the messages need to be
communicated to employees. Without the understanding ofthe workforce, customer service performance will dip.
Leadership & Team Development
Project Metrics & Measurement
Progress during large-scalechange programmes must be
regularly quantified and evaluatedto ensure that the overall goals
stay on track. The interim managerwill devise ways of monitoringhow the cultural developmentsaffect customer support and
liaison processes.
Organisational Synergy
For any change to be successful,the whole organisation must beworking towards the same
objectives. Silos that operate totheir own agendas must beeducated and included. A
change specialist will have theinterpersonal skills and
techniques to influence andengage.
Multiple Message MarketingWhen the programme involves change in the product/service
range, branding or how the organisation relates to itscustomers, there needs to be a big sell on the benefits to
consumers. Interim managers understand the importance ofjuggling multiple messages to multiple stakeholders whilemaintaining the thread of an improved customer experience.
It’s often the case that change programmes are initiallydelivered in a burst of energy and then drift away as theweeks and months tick by. Managers and staff lose sight ofwhy the change was introduced in the first place. This risksalienating customers, who have no idea why things have
changed and want their experience to be ‘what it was before’.
Interims have the skills, knowledge and ability to maintainthe momentum of your change programme and implement
it successfully.
Momentum Maintenance
