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Last updated on 2024年7月30日

You're facing skeptical stakeholders on a process redesign. How do you win them over with the benefits?

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When embarking on a process redesign in business architecture, you'll often encounter skepticism from stakeholders who are comfortable with the status quo. Winning them over requires not just presenting the benefits, but doing so in a way that resonates with their values and concerns. To navigate this challenge, you need to understand their perspective, communicate effectively, and demonstrate the value of change.

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1 Understand Concerns

Before you can persuade anyone of the benefits of a process redesign, you must first understand their concerns. Engage with stakeholders by asking questions and listening intently to their feedback. This isn't merely about ticking a box; it's about gaining genuine insight into their reservations. By doing so, you can tailor your approach to address specific issues they have, whether it's about cost, disruption, or the fear of the unknown. Remember, empathy is your ally in winning trust and opening minds to the potential of your proposed changes.

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Aaron Dolan

Innovating at Microsoft
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Understanding the voice of the customer / voice of the stakeholders is key and the best way to do this is to partner with those stakeholders on the redesign journey. It's especially important to include the voice of those that are operating the current state process to understand qualitative and, hopefully, quantifiable pain points. A key priority then is to include remedies to these pain points as part of the solution. It is simple to gain trust when folks see direct evidence that you are there to enable their success and to facilitate improvement/resolution to the things that keep them up at night.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Start by understanding the concerns and reservations of your stakeholders. Conduct one-on-one meetings, surveys, or focus groups to gather their feedback. According to McKinsey, identifying the root causes of skepticism helps in addressing specific fears and misconceptions. Listening to their concerns demonstrates empathy and respect, which is the first step in building trust and creating a foundation for effective communication.

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2 Communicate Clearly

Clarity is crucial when explaining the benefits of a process redesign. Avoid jargon and technical terms that might confuse or alienate stakeholders. Instead, use simple language and concrete examples to illustrate how the redesign will improve efficiency, reduce costs, or enhance customer satisfaction. Make sure to articulate the 'why' behind the change, as stakeholders are more likely to support an initiative they understand and believe in. Effective communication turns abstract concepts into relatable outcomes.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Communicate the goals, process, and expected outcomes of the redesign clearly and transparently. Use simple, jargon-free language and visual aids to explain how the redesign will work and its benefits. Gartner emphasizes the importance of clear communication in alleviating fears and building confidence. Regular updates and open forums for questions can help maintain transparency and keep stakeholders informed and engaged throughout the process.

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3 Demonstrate Value

To sway skeptical stakeholders, you need to demonstrate the tangible value of the process redesign. This could involve creating a pilot program or a detailed projection of the expected benefits. Show how the redesign aligns with the company's strategic goals and how it will contribute to long-term success. When stakeholders can see a clear connection between the redesign and improved business outcomes, they are more likely to get on board.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Showcase the tangible benefits of the process redesign by providing data-driven evidence and potential ROI. Highlight how the redesign aligns with business objectives and addresses current pain points. Forrester suggests using pilot programs or prototypes to demonstrate the redesign's effectiveness in a controlled setting. Presenting before-and-after scenarios and case studies can help illustrate the positive impact and build a compelling case for change.

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4 Leverage Success Stories

One of the most powerful tools at your disposal is the success story. Share examples of similar organizations that have implemented successful process redesigns. Highlight the positive outcomes they've achieved, and draw parallels to how your organization could experience similar benefits. When stakeholders see that others have succeeded, it can help alleviate fears and build confidence in the redesign.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Share success stories from similar organizations or past projects to highlight the potential benefits and effectiveness of the redesign. According to McKinsey, real-world examples and testimonials can significantly influence stakeholder perceptions. Document and present case studies where process redesigns have led to improved efficiency, cost savings, or enhanced customer satisfaction. Success stories provide credible evidence and build confidence in the proposed changes.

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5 Involve Stakeholders

Involving stakeholders in the process redesign can be a game-changer. By giving them a role in shaping the change, they become invested in its success. Set up workshops or brainstorming sessions where they can contribute ideas and express their vision for the future. This collaborative approach not only improves the redesign through diverse input but also fosters a sense of ownership among stakeholders.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Involve stakeholders in the redesign process to foster ownership and collaboration. Create cross-functional teams and include key stakeholders in planning and decision-making. Gartner emphasizes the importance of stakeholder involvement in achieving buy-in and reducing resistance. Engaging stakeholders in workshops, feedback sessions, and pilot implementations ensures their voices are heard and their insights are incorporated, making them more invested in the success of the redesign.

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6 Manage Expectations

Finally, it's important to manage expectations realistically. Be upfront about potential challenges and how they will be addressed. Acknowledge that while there may be a learning curve or short-term disruptions, the long-term benefits will outweigh the initial inconveniences. By setting realistic expectations, you help stakeholders prepare for the transition and reduce the fear of negative impacts.

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John Doss

I guide leaders at mid-sized, growth and startup firms to sustainable growth and operation innovation using AI-driven data insights for new opportunities, optimized processes and delivery of measurable business outcomes.
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Manage expectations by setting realistic goals and timelines. Clearly communicate what the redesign will and will not achieve, and be honest about potential challenges and limitations. Forrester suggests using milestone-based planning to provide clear checkpoints and progress updates. Managing expectations helps prevent misunderstandings and builds trust by ensuring stakeholders have a realistic view of the redesign process and its outcomes.

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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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You're facing skeptical stakeholders on a process redesign. How do you win them over with the benefits?

1

2

3

4

5

6

7

1 Understand Concerns

2 Communicate Clearly

3 Demonstrate Value

4 Leverage Success Stories

5 Involve Stakeholders

6 Manage Expectations

7 Here’s what else to consider

Business Architecture

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You're facing skeptical stakeholders on a process redesign. How do you win them over with the benefits?

1

2

3

4

5

6

7

1 Understand Concerns

2 Communicate Clearly

3 Demonstrate Value

4 Leverage Success Stories

5 Involve Stakeholders

6 Manage Expectations

7 Here’s what else to consider

Business Architecture

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