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How do you manage change and stakeholder expectations in BPR and lean transformations?

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Business process re-engineering (BPR) and lean transformations are powerful methods to improve the efficiency, quality, and customer satisfaction of your organization. However, they also involve significant changes to the way you operate, which can create resistance, confusion, and uncertainty among your stakeholders. How do you manage change and stakeholder expectations in BPR and lean transformations? Here are some tips to help you succeed.

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Myron (Mike) Palm

Change Leader, Management Engineer

1 Define the vision and value

Before you start any BPR or lean project, you need to have a clear vision of what you want to achieve and why. This vision should be aligned with your strategic goals, customer needs, and competitive advantage. It should also communicate the value and benefits of the change for your stakeholders, such as improved performance, reduced costs, or increased satisfaction. You need to articulate this vision and value in a compelling way and share it with your stakeholders through various channels, such as presentations, newsletters, or workshops.

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Myron (Mike) Palm

Change Leader, Management Engineer
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Form (or vet) the vision with your top client or leader of the change initiative. Facilitate a workshop with the leader and key stakeholders to craft the vision and form "a powerful coalition". Be sure to cover why this is important, describe the end state.

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2 Engage and empower your stakeholders

BPR and lean transformations are not top-down initiatives that can be imposed on your stakeholders. They require the active participation and collaboration of your employees, customers, suppliers, and partners. You need to engage and empower your stakeholders by involving them in the analysis, design, and implementation of the change. You can use tools such as surveys, interviews, focus groups, or workshops to collect their feedback, suggestions, and concerns. You can also create cross-functional teams, assign roles and responsibilities, and delegate authority to your stakeholders to enable them to contribute to the change.

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Myron (Mike) Palm

Change Leader, Management Engineer
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As a group or individually, go over the responsibilities of an effective stakeholder. Discuss how they see it working here. Interview each individually to explore how they are affected by the transformation. Identify the affect of the change on their organization. Understand their experience and understanding of organizational change processes (e.g. ADKAR). Explore previous step change efforts: what worked, what did not. Ask them who in their organization is an effective influencer and knowledgeable of current processes who could work with the design team. Their relationship with others in their group will form the seed of organizational engagement.

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3 Communicate and educate your stakeholders

BPR and lean transformations can generate a lot of uncertainty and anxiety among your stakeholders, especially if they are not well informed or prepared for the change. You need to communicate and educate your stakeholders throughout the change process, using clear, consistent, and transparent messages. You need to explain the rationale, objectives, and progress of the change, as well as the expected outcomes and impacts. You need to address any questions, doubts, or fears that your stakeholders may have and provide them with the necessary information and support. You can also use training, coaching, or mentoring programs to help your stakeholders learn new skills, processes, or behaviors.

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4 Monitor and measure the change

BPR and lean transformations are not one-time events that can be completed in a short period of time. They are ongoing processes that require constant monitoring and measurement to ensure that they are delivering the desired results and meeting the stakeholder expectations. You need to establish and track key performance indicators (KPIs), such as efficiency, quality, or customer satisfaction, to evaluate the effectiveness and impact of the change. You need to collect and analyze data, such as feedback, surveys, or metrics, to identify any gaps, issues, or risks that may affect the change. You also need to report and share the results and achievements of the change with your stakeholders, as well as any challenges or lessons learned.

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5 Recognize and reward your stakeholders

BPR and lean transformations can be challenging and demanding for your stakeholders, who may have to cope with new roles, processes, or systems. You need to recognize and reward your stakeholders for their efforts, contributions, and achievements in the change. You can use formal or informal methods, such as recognition programs, incentives, or celebrations, to acknowledge and appreciate your stakeholders. You can also use feedback, testimonials, or stories to highlight and showcase the successes and best practices of your stakeholders. By recognizing and rewarding your stakeholders, you can boost their morale, motivation, and commitment to the change.

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6 Adapt and improve the change

BPR and lean transformations are not static or fixed plans that can be executed without any changes or adjustments. They are dynamic and flexible processes that can be adapted and improved based on the changing needs, expectations, and feedback of your stakeholders. You need to be open and responsive to the suggestions, concerns, or complaints of your stakeholders and incorporate them into the change. You also need to be proactive and innovative in finding new ways to enhance the value and performance of the change. By adapting and improving the change, you can ensure that it remains relevant, effective, and sustainable for your stakeholders.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Keynes Austin

SAP CX Transformation Expert | Awarded for client impact at IBM | 5X Certified | Driving Business Success by Maximizing ROI on IT Investments
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Ensure the BPR/Lean initiatives directly support the organization's larger strategic objectives. This reinforces their value to those stakeholders focused on the company's broader goals. Consider market forces, competitor actions, or evolving customer needs that drive the necessity for transformation. Emphasize the change is essential to remain competitive. BPR and Lean philosophies aim for ongoing improvement, not a one-and-done project. Prepare stakeholders for a continuous mindset shift rather than a finite end point.

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How do you manage change and stakeholder expectations in BPR and lean transformations?

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1 Define the vision and value

2 Engage and empower your stakeholders

3 Communicate and educate your stakeholders

4 Monitor and measure the change

5 Recognize and reward your stakeholders

6 Adapt and improve the change

7 Here’s what else to consider

Business Process Re-engineering

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