Foreword 9
How to make the most of this book and its accompanying media 13
ADKAR, ITIL, PROSCI & The Change
Manager's Handbook 17
ADKAR & The Change Manager’s Handbook 19
ITIL and The Change Manager’s Handbook 20
PROSCI and The Change Manager’s Handbook 21
Conclusion 21
Change Management Essentials 23
What is Change Management? 25
Why do we need Change Management? 28
Why do people resist? (Part 1) 32
Story Time: Going to Barbados 34
Why do people resist? (Part 2) 40
The Science behind resistance 40
What’s the difference between a Project Manager and a Change Manager? 47
Can a Project Manager also be a Change
Manager? 49
The Scope of Change Management – and the role of the Change Manager 50
The key areas of scope for Change Management 51
Special note on Mergers, Acquisitions (Carve out’s and Carve in’s) 56
Roles and responsibilities in Change Management 62
The skills and characteristics required of the
‘perfect’ Change Manager 66
How do you become a Change Manager? 67
Organisational Readiness – ‘OR’ 68
The Benefits of ‘Organisational Readiness’ – Summary 74
The Twenty Steps to Sustainable Change. 75
STEP ONE
Ask ‘Why’? 81
Forming a High level Vision 85
STEP TWO
Anticipate Resistance 87
Dealing with road blocks and building a disaster map 89
STEP THREE
Build Leadership Engagement and Alignment 93
Roadshows 99
STEP FOUR
Build a ‘Mood Matrix’ and Find the Hidden Agendas 103
STEP FIVE
Build a Change Management Strategy 109
Notes on brands 114
Case study 116
Summary 118
STEP SIX
Build a High-Level Change Management Plan 121
STEP SEVEN
Build a Team 127
The Kick-off Event 131
Evaluation forms 136
Team Rules 137
Team Rules Workshop 138
STEP EIGHT
Identify the Full Stakeholder Community 141
STEP NINE
Build a Detailed Change Management Plan 147
Planning and Trade Unions & Workers Councils 153
The Phases 154
Conclusion 159
STEP TEN
Build a Communication Strategy 161
Communication Objectives & Principles 167
Use Powerful Images! 169
Key Messaging by Phase 170
Monitoring, Feedback & Surveys 170
Tools, tricks & tips 173
STEP ELEVEN
Build Campaign-Specific Communication Plans 177
STEP TWELVE
Build a Change Network 183
How to recruit Key Users, Change Agents and other useful change management resources 185
Recruiting Key Users 186
Recruiting Change Agents 186
STEP THIRTEEN
Define the Organisational Readiness (‘OR’) Structure & Criteria 189
Step 1. Create a draft ‘Organisational Readiness’ structure 191
Step 2. Set up an ‘OR’ meeting 191
Step 3. Build the criteria 193
Step 4. Discuss the criteria 194
Step 5. Have the ‘OR’ criteria approved 194
Step 6. Agree a date and time for the official ‘OR’ meeting 195
Summary 195
STEP FOURTEEN
Set up a Change Management Reporting Structure 197
Reporting Progress 200
Assessing ‘Organisational Readiness’ (‘OR’) 200
STEP FIFTEEN
Walk the Talk... Guide, Monitor and
Enable Progress 207
STEP SIXTEEN
Keep Everyone Aligned 213
Handling disputes 218
STEP SEVENTEEN
Education and Training 221
STEP EIGHTEEN
User Acceptance 229
STEP NINETEEN
Go-Live Day & Business Handover 233
STEP TWENTY
Evaluation, Lessons Learned & KPI’s 237
Why do we need a ‘Lessons Learned’ process? 239
Here is how it works 240
Project Team Dissolution – saying goodbye 242
Endnote: How Best to Allow Change to Happen 245
Glossary 250
Further reading n252
With thanks! 253
Other books by Harley Lovegrove 254
