Companies of all types and sizes are investing heavily in digitizing their business models. Driven by the changing consumer expectations that the B2C digital giants have created. To be relevant in what is called the Industry 4.0 era, where offline and digital, mobile, AI, social and cloud companies converge, companies need to be more customer-oriented, agile, lean and omnichannel.
Any digital transformation includes the following main ingredients:
Strategy – aligning vision, customer experience, processes and technology.
User experience first – mobile first and personalization first.
Agility in delivery – iterative and adaptable.
Integration of software, platforms and technology: choice of environments and products that harmonize.
Data, Analytics and Statistics – constant feedback cycle.
Here are some steps to implement a Digital Change Management strategy (the process, tools and techniques to manage the change side of people to achieve a business result required):
Prepare the ground for Change Management. Leaders must be the first promoters of digital change in the company, by identifying business objectives and achieving them through innovation. Identify executive stakeholders and agents of functional change because they will be the key to removing internal resistance and explaining change.
Define the desired business results and how to get them. Define a strategy with the appropriate steps, the right methodology and the right digital support to ensure a unique user experience. It is important to include all the parties and to structure the different teams of governance, adoption, measurement and communication. Hosting digital change management workshops that take input from the strategy that has been decided to adopt (vision, objectives, KPIs, requirements, research, resources) and discover insights, strategies and tactics necessary to guide the change in the project life cycle.
Design: finalization of the digital project. Solution architecture diagrams, integration mapping and data modeling help bring the vision of a larger group of stakeholders together to fully define and implement the new digital strategy. From a change perspective, this phase is defined when the inputs of the previous phases converge in a plan that forms the construction phase. Resolve the impacts of the identified business processes when gathering requirements. Defining a measurement plan, including tangible KPIs. Develop a strategy and a content plan. Design a training plan that includes individual learning, one-to-one and self-based. Drafting a communication plan that generates enthusiasm. The goal of change during the design phase is to activate change workflows to create work plans and tactical schedules.
Build and verify. Build and Verify is the phase in which digital transformation becomes real while developers backlog the product. This is also the focal point of digital change management, in which “goes to the facts”. Successful organizations, on the other hand, combine their project management tools, combining requirements and user stories with previously defined change management plans and activities. Having a project management environment including business requirements and activities forces us to collaborate and discuss between change leads, project managers and developers. Change management tasks should be included in the same planning sessions, reviews and daily stand-ups as development elements. Even more important is the implementation of a solution like Microsoft Dynamics 365, an agent to support the change and increase the effectiveness and efficiency of the company.
The launch phase is the most critical moment for each change management team. It is time to lead the change and adoption of the digital tool. If change management was successfully integrated into the digital transformation initiative, the change team should have already completed most of the work. All pre-launch activities have been completed, key stakeholders have been trained, business processes have been created or adapted, and measurement plans are in place that await user data.
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