by Jennifer Bell, Account Manager
March 8, 2013
When I left you a few weeks ago, I left you with a homework assignment full of process discovery.
- Do you know what you are trying to change?
- Do you have a clear understanding of current processes and measures?
- Do you know who is involved in each step of the process, what tools are used and who is the end customer?
If your answer is a resounding “Yes” then I applaud your effort and you are 10 steps ahead of most! If you are still working to get these answers, I suggest leaning on your key stakeholders to provide some of the information you need and to provide access to the people who can provide the rest of the answers.
This is the perfect opportunity to begin engagement workshops with the people who are involved in current processes and know them well – your end users!
When people hear about change, it can be seen as a threat. They often worry about their job security or how they could be negatively impacted by the change:
- “If we implement a configuration system, a monkey could do my job. Why will they need me?”
- “I’ve been doing it this way for 30 years, why change?”
- “They’ve tried to change things before and it never works…”
You should expect to hear all of these and many, many more excuses as to why it makes more sense not to implement change. This is where your baseline measurements (described next in section 3, Planning for Change) will work like kryptonite. Data will take you beyond perception of what works and what doesn’t and it will drive awareness of why change is needed.
By engaging early with end-users, you will have an opportunity to expose them to the idea of change and to get them involved with development of the...