Guest post by Zach Jedamzik, Change and Relationship Management at Stanley Black & Decker.
In the last blog post, Tony talked about the fact the only thing in life that is a constant, and we can depend on, is change. Everything is always changing and evolving. Our businesses should be too. Any time you are modifying daily operations or adding new software, processes, or protocol, Change Management should be engaged.
Why do you need Change Management? Well. . . because change is hard. And it’s hard because people don’t like change. But that is what CSA360 is all about; making peoples lives easier, faster, and more efficient. Hence, why you’re implementing the change. . . right?
There are a couple of types of Change Management, this blog is going to focus on the ‘People Side of Change’.
Whenever you have individuals, teams, or entire organizations updating daily business practices, company size fluctuation, and most often technology changes and upgrades, Change Management methods can help you reduce internal resistance to new processes. In fact, having a good change management plan for a project has been proven to have 6x better adoption rate than a project without one.* And buy-in from Leadership is where it starts. Without an Executive Leader championing your cause, you will go nowhere. The next steps are outlined below:
- Identify the type of change: Process, Technology, Personel, maybe all three.
- Explain the ‘Why’ of the change
- Create momentum and excitement for the change
- Give those who need it the knowledge on ‘How’ to change
- Provide the ability for the change (in this case CSA360)
- Reinforce the change
The most critical person in Change Management is the management layer. And in this case, the management layer is defined as the lowest level prior to the individual contributor.
The management layer is the most important layer to actually have buy-in for two reasons. One, they have the most influence on individual contributors. Let’s be straight forward, they most likely write employees year-end reviews; which have salary or promotion implications. Secondly, they are also on the ‘front-lines’ of the day-to-day work. Managers can see if the change is taking place or if there is resistance. If resistance is found they can correct, through education or other levers, any issues or non-desired behavior.
Now you ask, ‘How do I do what you just told me to’? Well, it’s not as hard as you may think. It’s all about messaging. How you message a change is critical. You want employees to know you are there with them on the journey. And, they have some say in the path you are taking them. Letting people be part of the decision making process on how the new tool works or the timing of the roll-out are examples. Sure, not every employee can put their two-cents in or the company will never move forward. But you can select a few key SMEs (Subject Matter Experts) and they can be your insiders and help champion the cause from the individual contributor level. Also, those SMEs can possibly bring ideas or roadblocks to your attention you didn’t see coming. You know what they say, two heads are better than one.
The management layer and key SMEs can build excitement in employee meetings, newsletters or emails. This will help keep the whole team engaged, reinforcing ‘Why’, ‘How’ and ‘When’. If you are implementing in phases across an organization share the successes. And if there are failures, don’t be afraid of them, share those too and how they were resolved.
Document everything. Yes, you will get documentation from CSA360, but your processes are unique and different from any other users we have out there, and that is great! So keep how you do everything written down and in our Binder Module for easy reference.
And finally– Be confident with your new technology! What makes us different from our competitors is we are a partner with you. Here’s what I mean by that. We will work with you to make sure you are getting exactly what you are looking for from our software. We customize your software and experience in ways other companies just can’t. We understand how important an individualized experience for every client is. How our software can lower the risk of litigation because CSA360 can capture all of the data that you’re looking for. We know your customized guard tour has to be exactly right and capture all of the necessary information you or your client are looking for. We know giving people a way to text directly to your dispatch can prevent bigger issues from arising. And lastly, we have made it all affordable and give you only what you’re looking for, not a bunch of useless extras.
If you want to learn more about Change Management, there are a lot of great books like Lean Change Management and Leading Change. Or, get certified through Prosci and use the ADKAR model.
Contact us to get a free demo and to see how CSA360 is the perfect fit for your company.
Change and Relationship Management at Stanley Black & Decker
Zach has been working professionally in the corporate setting for over 10 years. Currently, he oversees Change and Relationship Management for three teams at Stanley Black & Decker. Those teams have an operational budget of ~$15 million annually and impact over 1,000 employees.
*Prosci Benchmarking Report 2016 Edition