UNIVERSITY OF LUZON

2400 Perez Blvd, Downtown District, Dagupan, Pangasinan

Chapter 9 : Implement the Change

* The design phase identifies the work involved in defining and improving the business process.
* The development phase includes creating the tools required to make the improved business
process work before moving to step 8, where you test the process.
* The implementation phase includes testing the process, determining how to roll out the new
business process, how to communicate and train the affected people, and how to continually
improve the business process so it remains relevant over time.
 UNIVERSITY OF LUZON
2400 Perez Blvd, Downtown District, Dagupan, Pangasinan

* The Change Management Track includes refining the impact analysis, validating who has
responsibility for each proposed change, determining the overall rollout strategy, and developing
the continuous improvement plan. I discuss continuous improvement as a separate topic in
Chapter 10.
* The Testing Track focuses on step 8 of the roadmap and includes the tasks that must happen
to make sure the process works.
* The Communication Track includes developing the communication plan and associated
communication vehicles.
* The Training Track includes developing the training plan, course materials, scheduling the
training, securing facilitators for the training, and conducting the training.

Step 1: Develop the process inventory: identifying and prioritizing the process list.
Step 2: Establish the foundation: identifying the scope and process boundaries.
Step 3: Draw the map process: flowcharting and documenting the business process.
Step 4: Estimate time and cost: estimating the process/cycle times and calculating the process
costs.
Step 5: Verify the process map: validating and gaining buy-in.
Step 6: Apply improvement techniques: improving the business process.
Step 7: Create internal controls and metrics: error-proofing the process and creating
measurements.

1. Planning Phase: During this phase, the organization defines the change it wants to make and
creates a plan to achieve it. This includes identifying the goals, objectives, and key performance
indicators (KPIs) that will be used to measure success. The organization also identifies the
resources it will need to implement the change, including personnel, technology, and budget.
Finally, the organization establishes a timeline for the implementation process, including key
milestones and checkpoints to ensure progress is on track.
2. Implementation Phase: In this phase, the organization executes the plan created during the
planning phase. This may involve making changes to processes, procedures, and systems, and
training employees on new tools and techniques. It is essential to have a clear communication
plan in place to ensure that all stakeholders are aware of the changes and understand their role
in the implementation process. This phase may also involve testing and refining the new
processes and systems to ensure they are working as intended.
3. Sustaining Phase: Once the changes have been fully implemented, the organization enters
the sustaining phase. This involves ongoing monitoring and evaluation of the new processes
and systems to ensure they are achieving the desired outcomes. The organization also
establishes a feedback loop to continually improve the processes and systems and make any
necessary adjustments. Finally, the organization integrates the new processes and systems into
its culture and values to ensure that they become a permanent part of the organization's way of
doing things.
Overall, these three implementation phases are critical to ensuring successful change within an
organization. By carefully planning, executing, and sustaining the change, the organization can
achieve its goals and realize the benefits of the change over the long term.
 UNIVERSITY OF LUZON
2400 Perez Blvd, Downtown District, Dagupan, Pangasinan

1. Change Management Track: The change management track involves making changes to
systems, processes, and procedures. This may involve implementing new technology, changing
workflow processes, or modifying policies and procedures. The technical track is typically the
most visible and tangible aspect of the implementation process and requires careful planning
and execution to ensure that changes are made smoothly and without disrupting ongoing
operations.
2. Training Track: The training track involves providing employees with the knowledge and skills
they need to operate in the new environment. This may include providing training on new
technology or processes, as well as communication and leadership training to help employees
adapt to the changes. The training track is critical to the success of the implementation process,
as it ensures that employees have the knowledge and skills they need to operate in the new
environment.
3. Testing Track: This track involves aligning the organization's culture and values with the new
changes. This may involve communicating the vision and goals of the change, creating a sense
of urgency and excitement around the change, and reinforcing new behaviors and attitudes.
This track is critical to the success of the implementation process, as it ensures that employees
embrace the change and are committed to its success.

4. Communication Track: The track involves ensuring that leaders at all levels of the
organization are fully committed to the change and actively supporting it. This may involve
providing coaching and support to help leaders adapt to the changes, as well as ensuring that
leaders are communicating effectively with employees and providing clear direction and
guidance. The leadership track is critical to the success of the implementation process, as it
ensures that the change is fully supported at all levels of the organization.
Overall, these four tracks are designed to work together to ensure a smooth and effective
implementation process. By addressing technical, training, cultural, and leadership issues,
organizations can ensure that changes are made smoothly and without disrupting ongoing
operations, and that employees are fully engaged and committed to the success of the change.

Audience
Three different audiences: Customer/Client, Stakeholders, and Process Workers.

Communication Goal
It is where you state what you hope to accomplish with your audience.

Key Message Points

Communication Vehicles
The methods or “vehicles” that will be use to convey your message with the audience.
 UNIVERSITY OF LUZON
2400 Perez Blvd, Downtown District, Dagupan, Pangasinan

Due Date
It is where you will identify the schedule to be followed.

Training Plan
The training track involves providing employees with the knowledge and skills they need to
operate in the new environment. This may include providing training on new technology or
processes, as well as communication and leadership training to help employees adapt to the
changes. The training track is critical to the success of the implementation process, as it
ensures that employees have the knowledge and skills they need to operate in the new
environment.

* Communication transmits or exchanges information and messages.