Change management is the driver that delivers susainable achievement of process excellence. It ensures that all stakeholders are full engaged, empowered and equipped to achieve and further enhancing process excellence.
Business process excellence is about continuously increasing the efficiency and effectiveness of processes. Often this implies a need to implement new solutions or practices. To do so successfully requires that all affected stakeholders adopt the new way. Thus the need for effective change management.
The change management wheel below depicts the proven phases to follow in order to successfully bring about the transformation of an organisation by adopting new ways of doing business, or in our case, achieving process excellence.
Several change management success factors are essential to bring about full process transformation and a culture of excellence.
1. A compelling excellence vision. See the visionary leadership page for more on this topic.
2. From the vision and the organizations current performance, a "burning platform" is identified to provide a compelling case for the necessary change. The resulting sense of urgency should mobilise stakeholders to do the right things right.
3. Opportunity projects and initiatives, particularly the first wave, must be aligned with the organization’s process excellence and performance intent. These need to receive visible and ongoing leadership support.
4. Understand key stakeholders current position on the proposed solution, practices or way. From the stakeholder analysis or stakeholder mapping, a strategy can be derived to bring stakeholders to the required level of support.
5. Full involvement and participation of stakeholders from the outset aids quicker adoption. That implies that stakeholders have a say in the identification, development and implementation of the new way.
6. The organization and its leadership must show full commitment to the new direction. That is to ensure that sufficient resources with the appropriate competencies are made available to drive the change.
7. Open and clear communication regarding the process excellence program, initiatives, projects, and successes should be ongoing and aimed at all stakeholders. The communication needs to be timely, accurate, consistent, two-way, using various media vehicles etc.
8. Reward and recognition systems should be aligned to ensure the desired behaviours are institutionalized. In addition, post project lessons, from successes (best practices) and failures, need to be gathered and shared to enable learning throughout the entire organisation.
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