What is Change Management?
When talking about Change Management or Service Transition, it is the processes, tools and techniques which are applied and managed to ensure that the organisation and the people within it are ready to achieve the required business outcomes that are to be delivered by a programme or project i.e., The Management of Change.
So often programmes and projects are focussed on the delivery of their product that they forget about the service users and the stakeholders that will be using the new service.
A great example that always stands out is of a new building which was built, commissioned and ready for occupancy. Day 1 of operations and the staff arrived at the new facility to find that their passes would not let them enter the car park, being a secure site the barrier could not be raised for free access so an operational nightmare followed.
This is where the Change Manager earns their corn, ensuring that the “change” which is being delivered can be embedded effectively in the organisation, and accessed and used by the customers. The product, as such, is not their concern, rather the environmentals and softer issues related to user acceptance and uptake.
In smaller projects the Project Manager may be required to manage and organise these activities, though as the scale of a project or programme grows it can be advantageous to assign these critical activities to another individual or team within the overall structure.
The Change Manager Role
When looking for a Change Manager clients are typically looking for candidates who are an Expert in Change Management concepts and practices; who can demonstrate their capability in terms of methods and techniques for risk management, business impact analysis, counter-measures and contingency arrangements, particularly relating to the serious disruption of business services.
The role is generally very people focussed and will involve working with a broad spectrum of stakeholders as well as close interaction with the programme/project team.
Sometimes domain or sector knowledge is seen as a major advantage, for example having previous experience of working within the NHS. For other assignments their may be a requirement for knowledge regarding a particular technology or business package.
Key tasks to be delivered may include:
- Identifying Change Management requirements.
- Production of policy, processes, procedures, working practices and supporting guidance to promote effective. Change
- Management from concept to execution and review.
- Planning, managing and monitoring the implementation of changes, including impact assessment, resource analysis, conflict resolution and contingency planning.