Understanding the Big Picture for Your Change Strategy LaToya Gilbert and Wendy Beck – May 20,...
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Understanding the Big Picture for Your Change Strategy LaToya Gilbert and Wendy Beck – May 20, 2014
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Transcript of Understanding the Big Picture for Your Change Strategy LaToya Gilbert and Wendy Beck – May 20,...
Understanding the Big Picture for Your Change Strategy
LaToya Gilbert and Wendy Beck – May 20, 2014
Who We Are: WellPoint/Amerigroup
• We have 17 years of experience providing access to health care, focusing solely on federal and state programs, to help those who just need a little help
• We’re one of the first companies to integrate coordination of physical, behavioral and social needs while emphasizing community-based care
• Amerigroup was acquired by WellPoint, Inc., and now operates as part of WellPoint’s Government Business Division (GBD)
• We are now part of the largest provider of solutions to public health care programs, covering more than 4.3 million members across 19 states
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Time
People
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Leaves
Seasons
Weather
Before we continue…
“I like to move it, move it”
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What happens when people experience change?
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Change Curve
http://4.bp.blogspot.com/-hPd6qKX86Tg/UF7dIqaedtI/AAAAAAAAExg/5lX6eUX2P10/s640/Transition+Curve.png
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Performance Consulting
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Scenario #1
Manager requesting training
Team going live with a new
product No training available New manager
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Scenario #1: Conducting Analysis
Ask questions to get an
understanding of what is
going on from their
perspective Observe associates to
determine if what they say is
what they are doing
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Have the tools/resources to do their job Number of cases expected to manage Little communication about what’s coming Do not have clear expectations about transition Face-to-face visits
Scenario #1: Findings
Communication plan for implementation Revisit expectations for case load Reset expectations for care coordination vs. complex case management Continue with plan for rounds revamp and Q&A tool Coaching/mentoring through complex case management Evaluation for implementation
Scenario #1: Recommendations
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Scenario #2
Request for communications
New technology implementation
across team
Two new leaders promoted in
middle of technology rollout
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Scenario #2: Conducting Analysis
Ask questions to get an
understanding of what is
going on from their
perspective Observe associates to
determine if what they say is
what they are doing
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• Massive nationwide product overhaul in progress• Many/Most working 50+ hours a week• Located across the US plus some internationally• Communications easy to miss in vast amount of emails coming in• Frustrated about transitioning to new system in the middle of so
much work• Love the old system, even with its limitations• New leaders focused on workload, everything else second in line
Scenario #2: Findings
Met with new leaders to clarify work and expectations, and to get commitment
Identified blended learning training solution• Online learning (available 24/7) outlining new system, core
functionality, key concepts• Processes and procedures made available online• Multiple Q&A sessions scheduled
Communications included consistent, specific, clear subject line for easy identification
Communications were short, to the point, not flashy but still friendly Monitor feedback
Scenario #2: Recommendations
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Let’s practice!
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Practice Scenario
Listen to the following scenario Determine which questions you need to ask in order to help the
client Using your template, document the recommended change plan
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Practice Scenario: Customer contacts us requesting trainingRestructure of customer service organization
New manager with new team alignment
Taking over administrative tasks to allow the other group to focus on customers
Using same systems
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Practice Scenario: What questions would you ask?
? ? ?
Reminder:•People•Process•Technology•Metrics
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Practice Scenario: Conducting Analysis
Reminder:What did you
hear?
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Finding Finding Finding
Practice Scenario: Findings
Reminder:Summary
of what you heard
Recommendation Recommendation Recommendation
Practice Scenario: Recommendations
Reminder:Report-out to the business
Should be actionable
steps in support of the overall change
strategy
Take a look at the big picture to understand how you can effectively impact people experiencing change
Meet with the leader AND the associates to get a clear understanding of the issue (perspectives)
Identify the non-negotiables upfront Tie metrics to business results to ensure you can measure the
impact
Best Practices/Tips & Tricks
Questions
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