Change management
Three types of service may be associated to help understand and ultimately accept change:
Analyse
- The new way of working. This is organisational change.
Delivrables: organisation procedure, organisation chart, business process mapping, heuristic diagram, decision aid table, and the RACI model of roles and responsibilities
- The new software interface. Based on previously requested business requirements, business representatives test the new IT application. Such functional tests can be co-ordinated remotely or online, manually or partially carried out using software. Such tests quickly spot faults as well as ensuring that professional obligations and demands are met.
Delivrables: specifications, validation procedure, ergonomic and functional tests, change request
Share
From the initial presentation session through tailor-made on-request training, incorporating teacher training and education workshops, a wide range of services is provided in order to co-ordinate and lead the ensuing teams. The aim is to give perspective to the change for each audience and integrate it into everyday performance. Moreover, self-training can also be integrated into each user profile. Progress through the platforms and training software (LMS, LCMS and single sourcing) indicates that the content is appropriate, aimed at professional objectives and adapted to the different levels as they are reached. Customisation of each training programme is thus based on skill development and progress and then (in Part 3) assessed for each profile or even each individual.
Delivrables: e-learning module incorporating video, user manual, technical guide and online single-source help, knowledge database, wiki and serious games.
Achieve
Return on investment remains essential, including that involved in the experience of users faced with change in organisation and IT. This means closely managing KPIs to oversee users’ control of new software and/or operators following the rules imposed by the new organisation. Such indicators must often be co-ordinated with the project KPIs. Moreover, consulting a dashboard measuring use and content shared, it is easier to distinguish and then encourage good behaviour by involving the better participants in order to promote the sharing of experiences as well as good practices. The aim is to instil within all contributors that sense of dynamism shown by the better participants and thus achieve the final goal.
Delivrables: satisfaction questionnaire, level of attainment questionnaire, the least and most popular subjects, number of calls or incidents, identification of the best participants on a given subject, feedback and good practices.
