Change Management
is Critical for a
BA’s Success:
Tuning Your Change
Management Radar
Brad Sewall &
Sohail Thaker
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Learning Objectives
• The importance of
Change
Management
• Deal with
Resistance to
Change
• Tune your own
Change
Management
Radar
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Impacts of Failure
•
•
•
•
•
•
28,000 bags lost
Hundreds of flights cancelled
Thousands of irate passengers
Media attention from around the world
Lost - $32 Million in first week
Top British Airways executives forced to
resign
• CEO Willie Walsh summed up events with
the phrase “not our finest hour”
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Why did the T5 opening fail?
• Staff were not on-side with change
(morale)
• Lack of staff training & orientation to T5
• Poor process understanding
• Did not anticipate reduced efficiency at
start-up
• Not enough staff to effectively manage
problems as they arose
• Failure to test the system and processes
with realistic loads
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Technical BA
•BA by the book
•Focus on:
•Check-lists
•Mechanics
•Templates/Forms
•Technology focus
•Symptoms vs.
Root Cause
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Case
Studies
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Sandra Risebrough
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Summary
•Oil & Gas Program
•Well life cycle
improvement
•Silo’d operations
was the industry
standard
•More work coming –
no more people
•1,000 people
impacted (70% of
company)
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Sandra’s Case Study
• Developed strong sponsorship group
• Hired change management resources
• Reinforced business value / need for
change
• Ensured active involvement by
affected groups
• Measured satisfaction along the way
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Kerrie Senyk
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Summary
•Implement
replacement GIS
•Develop easier
processes for endusers to query images
•$3M budget
•Desire to change low
•Resistance to
document existing
processes
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Kerrie’s Case Study
• Educate why processes needed to be
documented
• Definition stage had to take longer
• Had to build trust – show willingness to
modify approach
• Had to do a lot of “back-room” mapping
• At UAT it all came together – business
realized value of process work
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Sue Kepes
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Summary
•Sarbanes Oxley (SOX)
general computer
controls
•Systems and processes
impacting external
financial reporting
•Best practices
•Segregation of duties
•Documentation
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Sue’s Case Study
• Sponsor was early adopter and wellrespected by peers
• Regulatory driven – fines / jail
• Communicate best practices – share
• Provided forum to challenge
interpretation
• Monitored progress of compliance
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Tuning your
RADAR
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Resistance
is
Normal
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Active and
Visible
Sponsorship
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Driven by
Business Need
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Adoption is the Goal
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Regular
Communication
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Resistance is Normal
Active & Visible Sponsorship
Driven by Business Need
Adoption is the Goal
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Regular Communication
Learning Objectives
• The importance of
Change
Management
• Deal with
Resistance to
Change
• Tune your own
Change
Management
Radar
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Detailed Cheat Sheet
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•Technical BA delivery is
only part of the story
•Adoption is the true
measure of success
•Learn more about
Change Management
•Use your RADAR
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Questions
bsewall@ethier.ca
sthaker@ethier.ca
www.ethier.ca
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