Redefining Enterprise Change Management With CMaaS

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Change Management as a Service

The new approach to managing ongoing change, assessing behaviors and maximizing ROI.

Introducing the new approach to enterprise change management that influences lasting organizational change. 

 

Lasting change management remains elusive for most organizations, as 70% of initiatives fail. Leaders hope for different outcomes with each attempt, but the following situation is what happens more often than not.

  • Administrators roll out a new system
  • Project managers provide the necessary trainings
  • Employees use the new tools, but gradually regress to the old way 

Change is hard work, but there is a blueprint for success:

  • Stress the importance of adoption through executive sponsorship
  • Promote awareness and desire through consistent communication and feedback mechanisms
  • Develop knowledge and skills through continual training
  • Reinforce optimal behaviors and best practices

 

That last point is perhaps the most important, yet also the least managed. Without measuring employee behaviors before and after executing a new strategy, it becomes impossible to manage people, and by extension, improve organizational performance.

So how should businesses approach change management, and what can they do to ensure long-term success with it?

Change Management and Change-Management-as-a-Service

Change Management (CM) is a multifaceted approach to strengthening company operations and is often centered on rolling out new software or tools from different solutions providers. While CM sounds effective enough on paper, it does come with some challenges:

  • Executives don’t fully understand how to maximize their ROI
  • Employees might use the new tools initially, but decide the old way was better
  • Program admins don’t always engage workers in the long term with additional product training or showing how the new tools help them be more productive, improve processes and impact long-term change

Change Management can make a big impact, but companies would be wise to not just settle for training at the initial phase of the project rollout but to commit to ongoing process management, organizational analysis, and customized user-adoption training to influence lasting change and long-term ROI.

Change-Management-as-a-Service (CMaaS)

CMaaS is the next evolution of change management and goes beyond simply adopting a new process or workflow. Change-Management-as-a-Service offers extended technical and  business support for months following the rollout of any new systems and places a heavy focus on:

  • Defining KPIs and measuring how CMaaS strategies are solving ongoing business challenges
  • Tracking employees’ adoption and usage rates, identifying high-performers and finding new ways to engage end-users who may still be struggling to adopt the new technologies
  • Continued training opportunities customized to end-users’ learning preferences and specific challenges  
  • Ongoing analysis of the “before and after” to identify successes, course-correct where necessary and provide a tangible ROI

The risk of CM is that it only leads to short-term wins. CMaaS solves this problem through behavioral analysis; that is, it determines a company’s weak spots, on a team and individual level, customizes solutions for it, and over the long term, gauges how employees are leveraging new systems and processes to be more successful and impact overall organizational growth.

How critical is CMaaS to delivering the ROI demanded by executives? The Pepperdine Graziadio Business School found that companies with a strong dedication to change management saw a 143% ROI.

How to Make CMaaS Work for Your Company

Only a quarter of managers feel the gains they make through CM¹ last over time.  To ensure that any initiative should adhere to the following game plan:

  1. Analyze an organization’s business gaps and workflow challenges
  2. Define the right KPIs for solving those challenges
  3. Track and  review teams’ and end-users behaviors
  4. Strategize how to roll out new systems and offer continual customized support
  5. Deliver the requisite training so employees have a comprehensive understanding that inspires deeper levels of application

There is one more value prop that lies are the core of CMaaS: Every part of the above playbook is measured both before AND after a change initiative is begun. This provides a snapshot of the company before a new initiative, allows for defined success metrics, then implement an ongoing adoption strategy that’s designed to really move the needle of the organization as a whole.

 

Why an Ongoing Change Management Strategy is Needed

 

Only 25% of CM initiatives are successful long-term, and it’s often because there is no rollout strategy or plan to ensure employee adoption. CMaaS analyzes employee behaviors, company processes, and business gaps to deliver a customized approach for long-lasting adoption. In short, CMaaS looks at how departments and individuals are responding to the new tools and determine what’s needed to ensure true success.

How Different Teams Could Leverage CMAAS

Workflows and processes might seem like meaningless buzzwords, but the reality is that they’re a necessity for every team. See how different business units might turn into profit units through CMaaS:

  • Sales & Marketing – New tools would better identify, qualify, and funnel prospects to the appropriate reps, and even automate initial engagements. The long sales cycles might be shortened.
  • Human Resources – With more advanced systems, HR and recruiters could more quickly find top talent and reduce the drain of vacancies. More long-term, they could help the company set new business goals and hire accordingly.
  • Software Development – Changing how engineers create The Next Big Idea helps executives maintain their competitive advantage in the marketplace.

These are just a few ways in which bringing people, processes, and technology together can change systematic behavior and optimize performance. The key to making this all work is focusing on a data-driven approach to analyzing workflow, both before and after a rollout, and developing a tailored strategy to address each company’s unique challenges.

CMaaS and SADA’s Consultative Strategy

CMaaS also is not a one-size-fits-all approach. As each company is different and comes with its own set of challenges. SADA takes a consultative approach to develop customized solutions based on extensive behavioral and usage analysis. By solving business challenges through effective, ongoing change management, cost-conscious execs will see a big ROI. On the employee side, they’ll feel like they have a true role in the company’s success, rather than feel like they’re paper-pushers but with more cutting-edge paper.

CMaaS analyzes employees’ performance levels before change is implemented, creates benchmarks for success, provides solutions for ensuring that goals are met, and consistently tracks ROI. User adoption, change management and business analysis experts review performance gaps before and after the rollout, then deliver solutions to solve them.

Think about your company’s own business struggles. Do any of the above ring true for your organization? What are you business gaps that you’re trying to solve? Learn more about how CMaaS can help you solve productivity challenges and drive lasting organizational growth.

 

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