How do you manage the change and transition from your old to your new business processes?

Few year back I read book - journey to emerald city- few insights that are helpful to secure change and most importantly make people embrace it. To create a effective change in culture few things need to happen: 1. Create experiences 2. Ensure experiences make beliefs 3. Those beliefs need to detonate actions 4. Actions will create results. And change will be one by one individual.

One of the most important aspects of understanding the current state business process is also understanding what "processes" the business has put into place to address pain points. These are often not documented and are passed on between business users through tacit knowledge transfer. They can also be a source of inefficiencies and might actually hide other business problems.

The current state includes the current culture, leaders and influencers. Before you attempt any change you need to understand the expectations of leaders so that you can decide the scale of change and timing that is likely to be accepted and which leaders are able to support your change plan.

Be prepared for the emotional kickback of asking questions. A company's employees are the holders of all the information (in many cases) and can be quick to become suspicious of pointed questions and requests for them to explain their processes. I find that approaching a study with a sense of humor can help alleviate some of that.

The key to delivering impactful transformations lies in the strategic identification and prioritisation of processes. Often we must navigate in a huge repository of processes within an organisation We must identify the critical and strategic processes from all the other ones. We then know where to focus to have the greatest impact on the achievement of strategic objectives, contribution to revenue, customer satisfaction, etc. But the challenge often lies in the fact that these critical and strategic processes are not overtly highlighted in a typical operating model framework.

But if you want the change to be successful, you need to engage end users of the processes and get their perspective on the future design. This exercise might also help you to identify things that have been tried in the past and have not been effective as well as identifying where pockets of resistance might be.

Designing future state or To Be business process is an integral part of this excercise. Active participation of all stakeholders working on current process and future process is critical. One learns & unlearns lots of things that were tried in the past. It will also help to identify problems / issues that may occur in future process. Overall it will help to come up with more robust business process and will help in institutionalising it.

O processo de gest?o de mudan?a organizacional é importante e deve ocorrer para que as empresas se adequem às transforma??es que fazem parte do seu ramo de atua??o, bem como do comportamento do consumidor. Nesse contexto est?o incluídas quest?es tecnológicas, ambientais, jurídicas, sociais, econ?micas, políticas, e outras que afetam a rotina de servi?os, produ??o, vendas e relacionamento com os clientes.

Overcommunicate at every step. Continue to push the reasoning for the change or new process and the benefits it will bring. The less "executive" a change feels to line employees, the more likely they are to adopt the new ways of work.

Identifying champions for the change and business leaders that will help drive the change is key to securing adoption. Bringing those people into the planning of the change management strategy and activities helps to define actions that work and helps them to take ownership of the overall change journey.

Um bom exemplo vem da mudan?a de rotina provocada pelo novo coronavírus. Com a necessidade de isolamento social, muitas empresas precisaram interromper, temporariamente, as suas atividades presenciais. Com isso, houve uma migra??o significativa para o mundo digital, que incluiu a forma de atua??o dos profissionais (muitos passaram a trabalhar home office) e a maneira de se relacionar com o cliente

The most crucial part of the change is to make it accept and adopt. One must keep a collaborative approach rather than "Executive / Manager" approach. One must communicate the pros and cons to all stakeholders via different medium continuously / ongoing basis.

Throughout this stage, please remember that adoption of change is not linear! Always be prepared for user audiences to move ahead but then either stall in their transition to new processes or revert to the old ways of doing things. In your toolkit, always have some activities or actions in hand that can help people get "unstuck" and continue to travel the change and transition journey.

Na rotina de uma empresa, pode ocorrer ainda outros tipos de mudan?as organizacionais. Veja abaixo! Troca de gerência; Processos internos; Corte de gastos; Reestrutura??o de Produto; Reposicionamento de mercado; Processos automatizados; Integra??o de setores.

This is the phase where actual change in implemented on groud, most demanding at the same time, it can be very satisfying also. All the change agents will work differently which will have to be accepted. One needs to be patient steadfast in the goal that we have set to achieve. Needs perseverance, focused approach and a detailed plan .

Measuring change and the progression into new ways of working does not only happen at the end when the new processes are in place. Find simple but meaningful ways to measure and report on progress throughout the transition timeline. Share this information regularly with business process owners, organizational leaders, and process users. Transparency helps people understand the progress and ensures that they have confidence in the change.

Para finalizar um bom processo de gest?o de mudan?a organizacional, é essencial que a empresa mensure os resultados das altera??es. Por exemplo, se o objetivo é reduzir o tempo médio de atendimento, deve-se usar indicadores próprios para verificar se a estratégia adotada está trazendo os resultados pretendidos.

Tracking and monitoring the change on a routine / continuous basis is key. Simple tools, techniques needs to be used & implemented, so that individuals can measure and check fitment to actual plan / change which is expected. At times it can be a gradual process.

Continuing along with the theme of Ownership, establish working groups or advisory groups that include representatives from the business. Engage with them regularly to get their feedback on how the new processes are working on the ground, ideate with them on how to address any issues, and enable them to plan for the future and consider how to make things even better.

Priorize o atendimento ao cliente como se o crescimento do seu negócio dependesse disso N?o há como abordar o assunto de gest?o de mudan?as sem destacar o quanto é preciso olhar com mais carinho para a área de atendimento do seu negócio.

Creating a team culture with responsibility and accountability is key. Doing formal or informal feedback sessions to test how new business process is working on ground. Validating the results against the set goals & identifying improvements in new processes

Processes are only one part of the overall business operating model. When you change processes, this often leads to changes in other areas such as tools, technology and skill sets. Always be prepared to align with other parts of the business and the organization to ensure that the processes that you have changed or would like to change, have the greatest positive impact on how the organization works.

Business process never stand alone, but they are integral part of the overall business operational model. Change needs to be discussed / deliberated among the relevant stakeholders to understand its impact. Normally change in process will have direct or indirect impact on people, tools, technology, skill sets etc. Its critical to speak to actual role players to understand the impact.

Uma empresa que n?o acompanha essas mudan?as pode ter dificuldades em desenvolver estratégias mais assertivas para os seus clientes.