An IT investment only begins to pay its way when the new solution is used to its full extent. This makes change management key to realising the full potential of IT investments. EDB helps businesses to make efficient and proper use of new or upgraded systems by adapting work processes and motivating employees to take on board the changes.
Many businesses find that new IT solutions do not deliver all the benefits that were first expected. This may become apparent in a number of different ways: the operating services provider refuses to operate the new solution, work processes take longer to complete, or people simply avoid using the new solution. Blame for the disappointment is often laid at the feet of the systems developer or whoever carried out the software requirements specification, but as a rule the real problem is inadequate implementation and management of the change process.
It is all about people
There is a tendency for technology issues to dominate the introduction of new systems. What often gets forgotten is that the people who will use the system will need to change the way they work and may need new skills and knowledge if the system is to deliver the benefits that are expected. There are usually several reasons for a lack of focus on people and work processes when carrying out IT projects:
- New technology is the reason for the change, and therefore attracts the greatest attention
- Changes involving people make big demands on time and resources
- Resistance to change may be difficult to deal with
Four steps towards lasting change
We base our approach on a four-step process through which our change consultants work with the customer on:
- Creating a shared understanding throughout the organisation on how the new system will affect working processes, the organisation itself, competence and training requirements and the roles of affected employees
- Preparing for the change by developing plans to implement the system and realise the benefits, which involves setting up teams to drive the change process
- Carrying out the changes needed, for example changes to working processes, organisational changes, training and competence development
- Ensuring lasting change by evaluating the effects of the implementation and developing best practice
Focus on embedding the process in the organisation and on training
Our consultants have a wide variety of expertise and backgrounds in the areas of organisational management, training, accounting and technology, and this ensures the right breadth of technical knowledge for customers’ projects. We place particular importance on:
- Involving and empowering the customer's managers and employees throughout the change process
- Preparing the organisation by educating and training management and employees so that they are fully conversant with new ways to manage and carry out the work processes involved
- Ensuring that experience gained from the IT solutions is shared throughout the organisation so that "learning loops” are established