Managing Change in the Face of
New HCM Technology
Dr. Katherine Jones
Vice-President, HCM Technology Research
Bersin by Deloitte
Deloitte Consulting LLP
September 17, 2015
Twitter: @katherine_jones
LI: Katherine Jones
70%
Of change initiatives fail
Source: Leading Change. John Kotter. Harvard Business School Press, 1996
Agenda to get you into the 30%
 The issue
 The Gottchas
 Planning your plan
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Big Picture of Business Transformation
Technology
Nothing will
Changeif the
change
Management
people don’t
change…
Processes
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
What Change
Management
Is
•The process which empowers
employees to embrace largescale organizational change
•The use of tools and techniques
to facilitate those processes
What
Effective
Change
Management
Does
•Facilitates people’s movement
from a current state to a future
state, minimizing disruption to
the organization and
maximizing the desired results
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting
LLP, 2015
Why is Change Management Important?
Research tells us that
70% of change
management initiatives fail.
Source: Leading Change. John Kotter. Harvard Business School Press, 1996
Steps to Address
Stakeholder • By Groups
• By Influence
Analysis
Capability • Skills required
Gap Analysis • Skills in place
Readiness • Ready or Not?
• Will They
Assessment
Change?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
What You Can Learn if You Have a
Business Case
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting
LLP., 2015
2
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Determine What Success Will Look Like—
Upfront
How will you
measure success at
the project’s end?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting LLP., 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D Bersin by Deloitte, Deloitte Consulting
LLP., 2015
Get Onboard with Your Captain
The Executive
Champion is
Central to
Success
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Pick Your Crew Carefully
Select team
members
Criteria:
• Credible leader
• Authority figure
• Tie-breaker
Criteria:
• Business acumen
• Functional knowledge
• Promotable
Assign a
“Decider”
Develop a
back-filling
plan
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Keep Your Crew:
• Cross-train peers
• Hire temps
• Prepare for long
term staffing
changes
5
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015
The Trade Winds to Consensus
Resistance can sink your ship...
Individuals are often opposed to
change.
Lack of
Awareness
Awareness
Understanding
Acceptance
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Buy-in
Ownership
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Bersin by Deloitte / Katherine Jones, Ph.D, 2015
Capability Gap
Analysis
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D.
Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Relationship Between Competencies,
Capabilities and Behaviors
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting
LLP. 2015
Example: What Level do you Require?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Example: Determining a Capability Gap
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Create a
Worksheet
Sink or Swim? Analyzing Next Steps
Does your population have
the skills?
The experience?
The knowledge?
The resources?
Are there environmental
factors?
Training/Hiring
Resources
Materials
Support structures
Alternative
approaches
But Are They
Ready to Change?
Change Readiness Assessment: The Process
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
How Will You Ascertain Readiness?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine
Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Example
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
Employee Sentiment:
Survey Areas
Demographics
Organizational
Culture
Organization
Reaction
Leadership
Vision
Organizational
Preparedness
Business
Benefits
Communication
Competing
Initiatives
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
When One and Done is Insufficient:
A Sample Pulse Survey
Location
Position
Function
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
And are they ready?
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
“Paint the vision of the
future: cast a common
vision across the enterprise
of the benefits and the plan.
Tailor the message to the
different constituents
− to our IT committee it was
cost/ benefits;
− to HR, the strategic
impact of evidencebased HR that requires
consolidation process.”

—Large U.S. Healthcare Business
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting
LLP, 2015
Communication Plan: Success Factors
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Messages and Methods
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change, Katherine Jones, Ph.D.
Bersin by Deloitte , Deloitte Consulting LLP, 2015
Different strokes for different folks;
different amounts, different timing
Important to the success
of the project
Some impact
Low impact
Somewhat influential
Not influential to others
Involve and collaborate
Keep Informed
Highly influential
Engage directly
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte, Deloitte Consulting LLP. 2015
The Change Planning Model
Source: Introduction to Change Management: A Primer for HR Professionals Addressing
Organizational Change, Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting
Integrating Design Thinking into
Change Management
Source: Batterii.com; Fiordilino, Carlina. "It's a Matter of Perspective." 23 Mar. 2015. Web. 12
Aug. 2015.
Case in Point: Applying Design Thinking to Business
Transformation
Transforming HR

Redundant platforms consolidated

On-premise solutions to Cloud

Run by change management experts

Applied agile, design thinking

Created “federated model” for L&D
Technology
Change
Management
Processes
shared infrastructure and tools
Retest
• Redefined roles of L&D and HR
Revamp
Deploy
Source: The Simplification of Work. Katherine Jones, Josh Bersin, and SAP. 2015.
Case in Point: Applying Design Thinking to Simplify Employee
Service Delivery
Source: Fostering Change and Driving Productivity. Commonwealth Bank of Australia Case Study,
Katherine Jones, Ph.D., Bersin by Deloitte, Deloitte Consulting LLP, June, 2015.
Source: Introduction to Change Management: A Primer for HR Professionals Addressing Organizational Change,
Katherine Jones, Ph.D. Bersin by Deloitte , Deloitte Consulting LLP, 2015
Related Bersin Resources
 Reports:
 Introduction to Change
Management: A Primer for HR
Professionals Addressing
Organizational Change
 Beat the Odds: Manage Change in
Your Organization
 Selecting and Managing Solution
Providers for Change Management
 Deploying HCM technologies:
Making Change Work
 Supporting Materials:
•
•
•
•
•
•
•
Change Management Stakeholder Analysis
Change Readiness Assessment
Change Management: Capability Gap Analysis
Change Communication Strategy Template
Change Management—Seven Essential Elements for
Navigating the Sea of Change
Change Readiness Model
Multiple Case Studies
Questions?
Avoid the storms and rocky
shoals to keep your change
project afloat.
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