Technology can be disruptive for organisations, employees, customers and sometimes entire market places.  Managing this disruption and ensuring positive changes to operations and service delivery functions are achieved requires careful change management.  This accountability is usually split across many different parts of an organisation.   Where appropriate, we advocate the use of a specific business change management (BCM) role on large programmes of technology driven/enabled change).

 

The key activities that we believe a business change manager should understake include:

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• Establishing a sense of urgency and need for change to occur

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• Ensuring the intent, importance and substance of the change are appropriately communicated, using the appropriate communications techniques and mediums.

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• Creating interest and sponsorship amongst key stakeholders within the organisation

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• Ensuring the delivery of new process and products results in both short term improvements (wins) and longer term benefits for the organisation.​  This includes the tracking management and sign off of benefits profiles and owners.

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• Creating an environment for change that is accepting of, and delivers change for the organisation.

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• Ensuring customer and supplier performance are not impacted negatively during the change process.