1. Mastering Successful Business
Change
By Rob Topley

2. Introduction
• Strategy and setting good
strategic choices is important.
• But Strategy will mean nothing
if you fail to execute or deliver
changes.
• This presentation looks at the
disciplines and the capabilities
required to master change
delivery.

3. Change is tough, not changing is fatal
• McKinsey, IBM, , Harvard Business Review have
all reported 50 – 70% Change programs fail
statistics.
• Change can cause conflicts
and disputes
• Can cause reputational damage
• Impact organisations financially

4. Change Fails
History is full of blunders and epic change failures.
The business world is one in which we get to see
bad decisions on a very big and public scale.
• New coke attempting to change the flavour
• Child Support Agency with payment collections
• Immigration and Asylum applications backlog
• Heathrow T5 Baggage operation
• HSBC/RBS Payment or Account "Glitches"

5. “It is not the strongest species that survive
nor the most intelligent, it is the one most
adaptable to change.”
Charles Darwin

6. Change Pressures
• Organisations are having to change to meet
new customer demands, improve efficiency
and cut costs, meet regulatory requirements
• Organisations are being asked to deliver
change at a rapid rate to compete.

7. Types of Change
• Structural change
• Cost cutting change
• Social or Cultural change
• Process change
• Strategic purpose change
• Environmental or Technological change

8. “The secret of change is to focus all of
your energy not into fighting the old but on
building the new.”
Socrates

9. Change Delivery
• Delivering change successfully requires
attention on four key disciplines:
Change
Governance
Operational
Excellence
People
Transformation
IT
Solutions
To provide
support and
guidance for
change programs.
Make good
decisions.
To improve the
efficiency, quality, and
performance of your
operation to deliver the
best service to
customers.
To engage
stakeholders is key
to successful change
and performance
improvement.
To deliver the right
IT solutions that
meet your
business needs

10. Change Governance
• The APMG has found that poor governance of portfolios,
programmes, and projects leads to a lack of:
– Link to key strategic priorities
– Clear senior leadership
– Effective engagement with stakeholders
– Skills and proven approach to project and risk management
– Attention to breaking change into steps with manageable or
minimal impact to business as usual.
• Organisations state a lack of capabilities, and experience to
deliver change as a reason for failure.
• Governance provides the controls, reporting, processes,
standards, and policies that reduce risk of failure.

11. Services for Change Governance
• Identify controls, better information for decisions.
Provide greater change support and guidance.
Programme Governance
Review
• Plan for implementing change at a pace and timescale
that minimises the risk and impact on Business as
usual.
Service Area
Implementation Plan
• Establish a Programme Management Office to support
and provide a centre of excellence in delivering
business change programmes.
PMO Set Up
• Assess Attitudes to change, identify areas of resistance
to change.
Change Readiness
Assessment
• Are you Ready? provides a comprehensive risk
assessment for deciding to proceed with change
deployment.
Operational Readiness
• Why reinvent the Wheel? Gives you a change model
and tools that reduces change risks and improves
change practices.
BC Approach
Below is a list of services that will help you master change governance:

12. Operational Excellence
• Achieving and sustaining operational excellence is more important
than ever in today’s challenging environment.
• Given two companies with the same strategy, the Operationally
Excellent company will have lower operational risk, lower operating
costs, and increased revenues relative to its competitors, which
creates value for customers and shareholders.
• Operational Excellence is a continuous pursuit for an efficient and
effective operation with a focus on delivering value to customers.
• Offerings are split into two parts
– Delivering efficiency: Process Management that focuses on Improving
service quality and reliability, and cost effectiveness of the current
operation.
– Delivering value: Performance and benefits management that allows
you monitor, measure and achieve targeted performance
improvements to meet strategic aims.

13. Services for Operational Excellence
– Delivering Value
• Discover, classify and quantify benefits for proposed
changes.
Identifying Benefit
Opportunities
• Prove the change delivers value. Provides a complete
lifecycle of business case development, revision and
approval processes.
Business Case
• Explain how benefits are achieved and tracked. Ensure
that change activities are aligned to delivering benefits.
BDM & Benefit
Realisation
• Identify appropriate measures for benefits. Show
progression and achievement towards the change
objectives.
Performance and KPI
Measures
Below is a list of services that will help you master operational excellence:

14. Services for Operational Excellence –
Delivering Efficiency
• Identify gaps in maturity at managing business process.
Help business areas to “level up”.
Process Maturity
Review
• Understand the impact of change, and aid
communications with comprehensive operational
views.
Target Operating
Model
• Give guidance, standards and expertise that helps
others to improve operational practices.
BPM Centre of
Excellence
• Identify waste and eliminate inefficiencies to help
improve current performance.Operational Excellence
• Improve the quality, consistency of services and meet
the needs of the customer.
Customer/Service
Excellence
• Run simulations to identify bottlenecks and
understand the impact of changes on your operation.
Process Modelling and
Simulation
Below is a list of services that will help you master operational excellence:

15. People Transformation
• At the centre of current and future digital and other technological
changes is people.
• The success of any Digital solution or technological change is
dependant upon people’s and society’s acceptance and adoption.
• Main reasons for change failure relate to People engagement.
• Evidence shows that market leading organisations have a greater
level of employee engagement and involvement in change (Gallup).
• Bringing about real change is much broader than just
communications and training to enable and sustain change.

16. Services for People Transformation
• Build engagement, improve trust and communication
of change through a peer community.
Change Agent Network
• Manage the engagement with stakeholders, reduce
resistance, and ensure high quality communications.
Comms Strategy and Plan
• Identify all parties who have some interest ,
understand their needs and position on the changes.
Stakeholder Analysis
• Work with Comms/PR depts. To produce engaging and
effective comms materials, events or campaigns.
Comms Material development,
events and Campaigns
• Identify organisational changes, define new roles and
responsibilities, establish the skills profile and address
skill gaps within the current resource pool.
Organisation Structure Design
Below is a list of services that will help you master People Transformation:

17. Services for People Transformation
(continued)
• Provide stakeholders with the right skills through the
appropriate methods of training.
Training Strategy and
Plan
• Improve competency via both knowledge gained in
change and post delivery experiences for continuous
improvement.
Knowledge Feedback
• Run workshops, resolve issues and help business
people get productive results.Workshop Facilitation

18. IT Solutions Delivery
• IT Solutions are a large investment for any business and delivery
costs can easily rise or solutions deliver less value than anticipated.
• Businesses need to exploit new channels and technologies faster
with Agile practices and cloud solutions before their competitors
do.
• Poor interface design can frustrate people and reduce efficiency.
Consider how people will interact with solutions and design
interfaces appropriate to the consumers.
• Successful delivery of a new or enhanced IT software solution
requires a combination of technical and business expertise working
together.
• Solutions must meet the needs of the business and that any
decisions to adapt procedures or invest in development are correct
for the business.

19. Services for IT Solution Delivery
• Establish “to be” ways of working and derive the
system requirements to meet the way the business
wishes to work.
Business/System
Requirements Analysis
• Objectively assess and select supplier solutions that
best meet requirements and other criteria.Package Selection
• Analyse the impacts of IT solutions on the way the
business operates.
Change Impact
Assessment
• Lead IT delivery providing, planning, reporting and
resolving issues within projects using PRINCE 2.Project Management
• Provide detailed system design specification,
Interface/XML , Data, and Human Computer interface
designs for development.
Systems Analysis &
Design
Below is a list of services that will help IT Solution Delivery within a business change program:

20. Change
Governance
Programme
Governance
Review
PMO set up
Service Area
implementation
Plan
Performance and
Benefits
management
Identifying
Benefit
opportunities
Business Case
BDM & Benefits
Realisation
Performance &
KPI Measures
Process
Management
Process maturity
Review
Target operating
Model
BPM Center of
Excellence
Operational
Excellence (lean
Six Sigma)
Customer/Service
Excellence
Process
modelling and
simulation
People Transformation
Change
Readiness
Assessment
Comms Strategy
& Plan
Stakeholder
Analysis
Comms material
development &
Campaigns
Org Structure
redesign
Training Strategy
& plan
Workshop
Facilitation
IT Solutions
Delivery
Business/System
Requirements
Analysis
Package
Selection
Project
Management
Systems Analysis
& Design
Business Change Offering
Summary
Operational
Readiness
BC Approach
Change Agent
Network
Knowledge
Feedback loop
Operational Excellence
Change Impact
Assessment

21. “Helping Businesses and People to change.”
Contact: Rob Topley
https://uk.linkedin.com/in/rtopley
+44 7469 760897