Change Management: The Right Way to Navigate Transformation

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As a global experience company, Rightpoint believes that successful project outcomes are derived from executive alignment of current business challenges to measurable project objectives, goals, and organizational benefits.  

Every transformation requires people. Change management is aimed at the role of people in achieving the transformation program’s ROI. Organizational, technological, business process and cultural change requires consistent and deliberate human engagement. When addressed proactively and properly, the optimal business value is realized.  

In other words, envisioning and implementing initiatives across an organization will not in itself deliver transformational success unless affected employees stand ready, willing, and able to transition from the old ways of working to the new.

Why Rightpoint for Change Management? 

Rightpoint’s approach to delivering successful organizational change management begins with well-defined, co-created target business outcomes and ambitions for the cultural evolution. With this established, we partner with our clients to enable employee adoption and adaptation. We believe that change requires a considered approach to human behavior so that initiatives resonate and are meaningful to the teams impacted. Further, we believe that the effort must always include a plan to measure change, adaption and adoption. 

Rightpoint’s experienced change management team leverages the Rightpoint Change Management Methodology to facilitate and enable employee adoption and proficiency by:

  • Appropriately scoping the impact of the transformative change initiative on the organization’s people
  • Establishing leadership engagement expectations
  • Defining the complexities of the organizational change impacts across the various identified impacted employee groups
  • Articulating the appropriate strategic approach to effectively communicate, prepare, and support the organization along their change journey, while
  • Monitoring and proactively mitigating signs and symptoms of employee resistance to organizational change

The Rightpoint change management approach is flexible, scalable, and fully integrated into our project planning and delivery framework.

Rightpoint’s Methodology for Managing Organizational Change 

The Rightpoint Change Management Methodology is executed across the following phases within our client engagements:

  • Phase 1: Frame and Shape. In this phase the change team collaborates with client leadership, project team and key subject matter experts to frame and shape the organization’s business challenges. The change team gains clarity on the organizational current state, uncovers key pain points, and validates the desired future state which the co-created solution aims to achieve.  
  • Phase 2: Create. With the change engagement framed and shaped with the required clarity, the change team articulates an appropriate strategy with associated plans to execute change activities that will drive employee awareness, understanding and adoption of the transformation outcomes. 
  • Phase 3: Iterate. The change team will adopt an iterative approach to executing the strategic change plans to ensure real time employee feedback and correctives measures are an enduring feature of the organization’s change journey.  
  • Phase 4: Post-Delivery Handoff and Support. Upon successful release of the delivered change across the organization, the change team will shift focus toward measuring the effectiveness of the change management activities and empowering the client to continue reinforcing employee adoption, proficiency, and ultimate utilization of the co-created, transformative solution.

Measuring Change Success: A Metric for Every Objective 

Effective change management enables lasting positive organizational impacts and supports the realization of expected project benefits. We consistently advise our clients to apply the following data-driven key performance indicators (KPIs) to measure internal and external change effectiveness: 

Internal Effectiveness Metrics

  • Speed or Velocity of (employees) adoption
  • Employee retention
  • Improved utilization reports
  • Compliance & adherence reports
  • Proficiency tests and measures
  • Employee Satisfaction Surveys (ESAT)
  • Speed of execution/implementation/integration
  • Adherence to project timelines

External Effectiveness Metrics

  • Net Promoter Score (NPS)
  • Post change customer engagement vs. attrition
  • Post change customer growth
  • Revenue change and other financial KPIs
  • Helpdesk demand
  • Changes to Ratings & Reviews

Let’s get a conversation started about your Change Management needs. Contact an expert to learn more. 

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