Business Excellence: Making Change Management "Value-Add"

Making Change Management
“Value-Add”

John Sauers
Program Manager, Business Learning Solutions
GPO Business Excellence
June 11, 2012
GDS_81854_PPT_Template_Green03_v3 1

Objectives
• Overcoming resistance to the changes which inevitably come
with BEx initiatives
• Incorporating change management tools into BEx programs
• Helping staff understand their roles and responsibilities to
ensure the success of a project
• The importance of timing around change management training

All of this will lead to…
• Developing an appreciation for the “people” side of projects

Global Pharma Manufacturing Summit Company Confidential
June, 2012 © 2012 Abbott

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Abbott at a Glance

© 2012 Abbott

Abbott at a Glance

 Market-leading
pharmaceuticals
 Advanced
medical products
 Trusted
nutritional products

XIENCE V
Biaxin (clarithromycin)

See Important Product Use and Safety Information for Biaxin, HUMIRA, and
XIENCE V within this presentation. Full prescribing information is available by
Presentation Title Company Confidential visiting rxabbott.com and abbottvascular.com. All illustrations included in this
Date © 2007 Abbott presentation are artist’s renditions.

GDS_70000_Title_v1 4 © 2012 Abbott

Abbott at a Glance

OUR AREAS OF EXPERTISE
 Anesthesia  Molecular
 Market-leading  Animal Health  Neuroscience
• pharmaceuticals  Anti-Infectives  Nutrition
 Advanced  Cardiovascular  Oncology
• medical products  Diabetes Care  Pain Care
 Trusted  Diagnostics  Point of Care
• nutritional products  Hematology  Renal Care
 Immunology  Vascular
 Medical Optics  Virology
 Metabolics

Presentation Title Company Confidential
Date © 2007 Abbott


Abbott at a Glance

Serving Global Needs
 Corporate Headquarters
– North suburban Chicago, Illinois, U.S.A.

 Global reach
– 100+ facilities
– 130+ countries

 ~ 90,000 employees

Date © 2007 Abbott


Abbott at a Glance

Company to split into 2 companies later this year
 Abbott
– Diversified Medical Products
 Established pharmaceuticals
 Diagnostics
 Devices
 Nutritional products
 Animal health

 AbbVie
– Research-based Pharmaceuticals

Date © 2007 Abbott


Abbott at a Glance

Our Promise for Life
We are here for the people we serve in their pursuit of
healthy lives. This has been the way of Abbott for more
than a century – passionately and thoughtfully
translating science into lasting contributions to health.
Our products encircle life, from newborns to aging
adults, from nutrition and diagnostics through medical
care and pharmaceutical therapy…
…The promise of our company is in the promise our
work holds for health and life.

Date © 2007 Abbott


Change Management

Date © 2007 Abbott


A Little CM Humor…



GPO’s Primary BEx Programs
• Class A
• Lean Diagnostics
• Lean Six Sigma
• End-to-End

• Tools
– Kaizen
– Innovation
– Change Management
– Training



Abbott’s Change Model



Resistance



Change Curve

Illustration

Preparation Design Build Final Prep Support &
& Go -Live Sustain

Organizational Division
Managers/Sponsors End users
BEx Team Management
Leadership
Adaptation and Support for Change

Commitment

“ I know the value delivered by
the program and it is a regular
part of how I do my work ”

Acceptance
Adoption
“ I believe the program is
integral to carry out my tasks ”
Understanding
Awareness “ Well, sounds as if the program is supposed to
change the way I do my dayto- day work ”
-

“ Oh yeah, I ’I've heard of that program”

Time



Overcoming Resistance
• Sponsorship
– Involve the RIGHT people at the RIGHT time
– If your Sponsors aren’t committed…
• Communication
– Targeted messages
– What happens in the absence of communication?
• Education
– Awareness
– Role-specific training
• Involvement
– Especially for the nay-sayers!
– Class A example



CM Tools



Process & Tools
Assess/Diagnose/Plan Integrate Evaluate and Sustain

Stakeholder Management and Communications

Develop
Sponsorship

Actions
• Manage stakeholders Create Change Implement Evaluate
Define
Plan Change Sustain
the Change
Tools
• Stakeholder Actions Actions
• Create change Actions
management template • Monitor
Actions
plan • Implement change plan
• Define the change • Evaluate the
• Create
• Create elevator/lift speech change
Assess communication Tools •Sustain
Readiness matrix • Change Management
Tools • Integrate into plan
• Define Change Template Tools
overall integration • Communication Plan
• Change
Actions plan • Learning Plan
• Elevator/lift Speech Evaluation
• Analyze impact • Support Plan
Matrix
Template • Assess change Tools • Change Evaluation
• Sustainment
readiness • Change Matrix
Matrix
Management plan
Tools • Communication
• Issue Analysis Plan
• Impact Analysis • Learning Plan
• Abbott Change • Support Plan
Readiness • Change Evaluation
Assessment Matrix
• Resistance Analysis

Process Tools: Leading Change Dashboard, Leader’s Communication Checklist



Helping BEx Help Themselves
• Education for BEx staff
– “Basics” of CM
– Elevator Speech
– Stakeholder Analysis
– Change Readiness Survey
• Special support from BLS staff
– Advanced CM Practitioners
– Facilitate Sponsor and Change Agent training
– Facilitate “special” CM workshops
– Establishment of CM Community of Practice



CM Roles and Responsibilities



Roles & Responsibilities In BEx Projects
• BLS – Advanced CM Practitioners/Facilitators
• BEx – Basic CM Guides
• Project Teams – Change Agents

• Class A Example
– Education/Communication team “owns” CM, but is supported by
BEx
– Training is critical!
– Involving others throughout project



Timing of CM Training



The Importance of Timing

• Educate/engage Sponsors EARLY to build commitment
• Involve CAs once project and teams have launched
• Too early is NOT GOOD! Too late is even worse!
• Don’t forget to engage the target audience whenever possible



Training Timing



People



Success Stories - Campoverde
“Implementing a change to the ‘way of doing things’ is always a
stress for the organization and Management has to realize that
resistance is part of the game.
Change Management is actively smoothing the process.
It is the first time that we add value to the project by proactively
identifying and understanding gaps and by setting a powerful
communication plan.”

Leonardo DePaolis, Director of Operations
Campoverde Abbott Italy
Executive Sponsor of CM within the Lean Diagnostic Project Teams



Success Stories - Ludwigshafen
"Of course you can realize small or superficial improvements and changes
without a systematic Change Management process.
But as soon as you want to implement major, step changing improvements
successfully, you have to anticipate the emotions, thoughts, and behaviors of
your most important resource: your employees. This is where Change
Management comes into play. The Change Management process offers a
systematic way of assessing, analyzing and overcoming the resistance against
the desired state.
In this fast changing world, we have to accelerate our pace towards operational
excellence, or we will fail to satisfy the needs of our customers - therefore we
consider Change Management as a key process to become best in class.”

Thomas Scheidmeir, Director Operations, Ludwigshafen Site
Executive Sponsor of CM for the LU Five Year Plan
Axel Schaaf, Head of CI and Six Sigma
Lead Change Agent



Success Stories – Neustadt
“At the very beginning of our Class A journey our team completed the sponsor
and change agent readiness surveys. The results gave us very good
indications to potential stumbling blocks and helped us to make the right
decisions with regard to actions and communications as well.
During our first Change Management Training, we developed with the help of
John, Joe and Gary our first elevator speech. We have improved our speech
several times and always tried to incorporate our employees’ feedback as well.
With that speech we were then able to communicate this important message
consistently throughout the organization.
Within our plant we had individuals and groups as well who were affected by
project activities and had something to gain or lose if conditions would change
or stay the same for them. Knowing about that, we used the stakeholder
analysis to define the right actions for the right stakeholder. That tool was one
of our major tools besides our communication plan which strongly helped us
to plan our overall communication during our Class A launch and beyond.”

Philipp Spahn, Business Excellence Manager, Neustadt Site
Project Leader for Class A implementation at site



A Parting Thought…
Vision Skills Support Resources Action Plan Change

Skills Support Resources Action Plan Confusion

Vision Support Resources Action Plan Anxiety

Vision Sporadic
Skills Resources Action Plan
Change

Vision Skills Support Action Plan Frustration

Vision Skills Support Resources False Starts

Chart from Linkage, Inc



Questions?



Business Excellence: Making Change Management "Value-Add"

Business Excellence: Making Change Management "Value-Add"

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