2-people change management framework for high maturity...

People change management framework

for High maturity

Stakeholder management — Training —

CommunicationCommunication

Presenters:

Deepthi Chimakurthy, Senior Consultant

Padma Rengan, ManagerDeloitte Consulting India Pvt LtdHigh Maturity Best Practices (HMBP) conference 2012

Introduction: Deepthi Chimakurthy

• Eight plus years of experience in human resource acquisition, management and development. Currently, lead training and communication for the Quality and risk

management team.

• My area of expertise lies in training needs analysis, learning solution design, development and delivery. Strategize the communication requirement for both

internal and external communications for the Quality and risk management team

and also facilitate language editing and styling. Enable quality process change

([email protected])

©2012 Deloitte Touche Tohmatsu India Private Limited

and also facilitate language editing and styling. Enable quality process change

management through effective training and communication.

• Have undergone trainings in training development and delivery and external

communication review and in basics of journalism. Currently pursuing Executive General Management Program from Indian Institute of Management, Kolkata.

• A certified project management professional (PMP) and an active toast master.

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Introduction: Padma Rengan

• Twelve years of software quality assurance experience in the information technology, including software development, project management, and quality

management.

• Have definition and implementation experience in various quality frameworks, including ISO, CMMI Dev, CMMI Svc, ITIL and Six Sigma.

• Currently leading Quality management for a delivery unit and a core member of

([email protected])


• Currently leading Quality management for a delivery unit and a core member of metrics group in Quality and risk management team . This role includes

managing the process across projects, designing the training material,

conducting process trainings, metrics analysis, and high maturity definition and

implementation, including process performance model creation.

• Certified Software Quality Analyst (CSQA), Project Management Professional

(PMP), ITIL (F), and Six Sigma Black belt.

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Agenda

• IT industry challenge – high maturity adoption and sustenance

• Approach selection

‒ People change management

‒ Training and communication

‒ Motivation


‒

• Solution identification

• Challenges and benefits

3

What this session does not cover

• Specific change management practices at the organizational level

• Specific tools and techniques

• Specific methods

©2012 Deloitte Touche Tohmatsu India Private Limited4

Takeaway - People change management deliverables

Stakeholder management strategy

Leadership Alignment

Communications Strategy


Change Management

deliverables

Change Readiness Assessment

Stakeholder Analysis

Sta

ke

ho

lde

r G

rou

p

Defi

nit

ion

Pro

ject

Ro

le

Ph

ase

wit

h M

ax

. C

om

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nic

ati

on

N

ee

d

Aim

of

Co

mm

un

icati

on

Ex

ten

t o

f D

irec

t A

ffe

cti

on

by

Pro

jec

t (R

esu

lts)

Ex

ten

t o

f In

flu

-en

ce

on

Ch

an

ge/

Su

cce

ss

ful

Imp

lem

en

tati

on

Core team Experts and employees experienced in process within scope or supplementary areas of importance

Carry out project; incite and foster change; full time commitment

Visioning and Targeting + Redesign

Advocacy and Ownership

Low High

Project Mentor (PM)

Leader Bridges team with MC; balances interests

Redesign + Testing and Delivery


Middle High

Management Committee (MC)

Top management Actively support organization and lead change efforts; approve project plans and provide people and funding; manage interfaces between organization and other initiatives

Redesign + Testing and Delivery


Middle High

Business Advisors

Representatives from high involvement stakeholder group and relevant expert areas (processes in scope)

Take role of experts in specific areas; participate in visioning and redesign sessions; provide functional expertise based advice and ideas; part time commitment

Visioning and Targeting + Redesign

Commitment and Action

High Middle

Communication Support Team

Members from all levels of the organization with high acceptance among peers; Vision coaches

Build up legitimate communication network for team; takes over part of person-to-person communication; provides team with important feedback from organization

Testing and Delivery

Commitment and Action

Middle/ high

Middle/ high

Training strategy

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IT industry challenge – high

maturity adoption and


maturity adoption and

sustenance

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High Maturity adoption and sustenance challenge

The current IT industry challenge is the adoption and sustenance of high mature practices

Typical challenges that we face while implementing high maturity processes:

• It’s not my job and requires lot of effort

• Too much of statistics and very complicated

• How is it enhancing my project deliverables?


• How is it enhancing my project deliverables?

• Will I be able to predict proactively and mitigate risks?

Leading to the issues:

• Getting buy in from the project team and management is difficult for adoption of

high maturity

• Sustenance of high maturity practices

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Approach selection


Approach selection

• Purpose:

‒ To ensure that the identified stakeholders are ready, able and willing to accept

and implement change, and perceive it as an ongoing requirement to achieve future success

• Challenges:

‒ Remove key obstacles that stop practitioners from acting on the business

objectives

‒

Change management


‒

objectives

‒ Create a supporting structure that provides opportunities for new ways of

operating

‒ Stay the course

‒ Communicate, communicate, communicate

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Approach selection

Change management deliverables

• Determine Leadership

alignment

• Conduct Stakeholder

analysis

• Conduct change

• Develop training strategy

• Identify training delivery

mode and methodology

• Develop training plan

• Develop

communication

strategy

• Conduct audience

and message


Stakeholder Management Strategy

Communication Strategy

Training strategy

• Conduct change

readiness assessment

and message

analysis

• Develop

communication plan

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Approach selection • For adoption of high maturity and proliferate the

practices we first approached the internal

stakeholders who are skeptical and turned them

into advocates by taking a top down approach

• Worked closely with various leaders and

gauged the alignment by forming a quality

governance through a hybrid model

Conduct stakeholder

analysis Determine leadership alignment

Conduct

Create change

readiness plan

Stakeholder management

strategy

Communication strategy

Training strategyStakeholder

management strategy


• Conducted change readiness assessment by

piloting the new processes in few projects and

took the success stories to larger number of

projects

• The determined approach is that Quality team

will back end the change management

• Institutionalization of the change is driven at

each business line level through a detailed

readiness plan

Conduct change

readiness assessment

Determine approach

plan strategy

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Approach selection

• Constitutes senior leaders and subject matter experts both from delivery and quality team

• Drives the collection of the project data

• Defines the process performance baselines and draw out the business inferences

• Suggestion of goals/targets to leadership

Metrics

Assessments

Process and Methods

Quality and Risk

Metrics Council

Innovation

Communication strategy


management strategy


• Constitutes senior leaders and subject matter experts both from delivery and quality team

• Drives the collection of process/technology improvement proposals (tools, best practices)

• Evaluate, recommend, and implement new tools/technologies

Training and Communication

Risk Management

Process Consulting/Method

coaching

Innovations Council

Quality governance -This hybrid model is an effective collaboration of Quality and Delivery

Innovation

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Approach selection

Develop communication

strategy

Conduct audience and message

analysis

Develop communication plan

Assess the current communication channels and their effectiveness and

determine the scope

Communication management strategy


management strategy


Scope Communication strategy

What to communicate stakeholder specific messaging

Target audience Communications to be driven for all stakeholders - team members, middle level management and leadership

Medium of communication Town hall meetings, All hands meetings, internal news letters, Senior management reviews , Operation meetings , Floor shows etc.

Communication lead Determine a lead

SMEs The content will be developed by various stakeholders

*Asks Asks from the leaders is to proliferate the need for high mature practices adoption and sustenance

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Develop communication strategy

Conduct audience and message analysis

Develop communication plan

Audience Analysis

Current communication mode

Frequency Level of detail advantage disadvantageStakeholder group

Unaware Aware Understand Commit Advocate

Leadership

Message Analysis



management strategy

Approach selection


Group delivery managers

Project managers

Team members

Quality group

Current Desired within 120 days

Communication plan

Communication/Message Owner Recipient Medium/Frequency Timing Remarks

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Approach solution • Design and develop a training strategy that penetrates wider range of

practitioners to train on high maturity

Plan and Analysis

• Requirements gathering

• Analysis of training requirement

• Identify training approach

• Content analysis and design



management strategy


Design and Develop

Implement

Evaluate

• Content analysis and design

• Develop stakeholder specific training content

• Validate training material

• Feedback evaluation

• Updates to training material

• stakeholder wise training deployment

‒ Quantitative project management

‒ Causal analysis and resolution

‒ Innovation

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Solution identification


Solution Identification – Case StudyShifting gears to success

• Identified the right project to pilot the high maturity processes across each service line –

Driven by Business objectives

• Quality team worked with the delivery team to implement the high maturity processes for

the pilot projects – Collaborative Approach

• Success from the pilot projects was taken to the other projects by the project managers

themselves and got the buy in – Proliferation at all levels

• The pilot projects best practices/ innovation was showcased in various forums including All

hands meeting, Senior Management Reviews, news letters etc. This helped


hands meeting, Senior Management Reviews, news letters etc. This helped

institutionalization across the service lines – Encouraging Innovation culture

Quantitative analysisProliferation at all

levels

Driven by Business

Objectives

Service line innovation drive ,

process / metrics / Innovation

council

Reward programs to encourage idea

sharing; recognition through various

forums like consulting Digest

Increase awareness through various

sessions (AHM, best practice

session, SMR , etc.)

Leveraging statistical tools and

techniques to analyze the cost

benefit

Encouraging innovation culture

Collaborative approach

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Solution identification - Successful implementation of communication plan

• Road shows and quiz

• Education capsules through mailers

• Announcement of important milestones

• Quality Quiz


Solution identification – Built the high maturity awareness by linking with business objectives


Solution identification - Built motivation by launching best Quality slogan contest

Collaborating and institutionalization of best practices and innovation


Solution identification - Motivation

• Quality champion flags for motivation

Thought leadership — Enabling business to succeed

• We partner with delivery in various external eminence forums in enhancing Deloitte


• We partner with delivery in various external eminence forums in enhancing Deloitte

brand in Quality

• Acted as advisory council member, conference lead , plenary member , coach ,

reviewer, panel member and moderators in many national and international forums

like SEPG, NASSCOM, QAI, PMI, and SPIN

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Solution identification - Reinforcing implementation through training

‒ Boot camps - New hires are covered extensively on Quality process with specific focus on metrics and hence driving early adoption

• Quality framework - CMMI for development, services and ITIL

• Practitioners are covered through the monthly process trainings across all levels and locations on high maturity

Quality framework

and Process trainings

Boot Camps

Delivery


• We constantly up skill the quality team’s abilities to meet delivery requirements for high maturity

‒ Green Belt and Black Belt certifications

‒ Focused training on qualitative project management from esteemed institutes like Indian Statistical Institute and QAI

Ensure all the trainers are DFX trained and continuously monitor trainer feedback and training effectiveness

Trainings

Skill enhancement

Quality team

We effectively team with delivery in ensuring consistent and quality delivery of the trainings across locations

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Challenges and Benefits


Challenges

• Commitment from the practitioners and leadership

• Lack of knowledge in metrics creates apprehension

in adoption and sustenance

• Change management is a slow process and hence

results are not readily visible


• Need to import high level of motivation to stay

focused on innovation as a culture in the

organization

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Benefits

• Appreciation for adopting the high mature process areas by the practitioners.

• Constructive feedback on the quality management system, which helps in

continuous alignment to organization’s business objective.

• The best practices/innovation developed helped in process improvements and at

times has helped realize dollar savings for the organization.


• The prediction models developed helped us attract, negotiate and retain clients

• Helped us move the needle from being a reactive to a proactive organization

We achieved the language of Quantitative project management –we speak numbers!

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Issue to impact

• Business issue:

‒ Adoption and sustenance of high mature process

• Solution:

‒ Structured change management approach

‒ Collaboration between project teams and Quality

• Impact:

‒


‒

• Impact:

‒ Data driven decisions/ actions

‒ Sharing, Learning & Leveraging culture is inculcated

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Any questions?



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