As we said in the previous part of this blog, there are many elements which are important to achieving success during and following a change and transformation programme.

Here we focus on the final two important aspects from our 'Sustained Change Matrix':

Structure

‍Build a change structure where your project or programme can thrive. Identify all of your impacted users and audiences, and the channels and methods by which you will engage them.

You should ensure:

• You have a clear RACI (Responsible, Accountable, Consulted, Informed); at senior and local level
• Your framework for delivery is clear. Whether this is programme delivery, change methodology or consistent ways of documenting policies, processes and working practice
• You ensure that along with the vision and case for change, you share a clear and simple roadmap that includes systems, people and process, as well as a plan to share any relevant information with customers, shareholders and other interested groups.
• Where your vision evolves communicate this back to your impacted users

Prove it works

‍Sometimes programmes are seen as successful if they complete delivery milestones. However, without checkpoints on employee adoption the technical solution may be implemented without intended benefits being realised.

You will need clear accountability for benefits and results. The change or programme team, working with your business (including field force) can help with establishing benefits.

Quality measures may not just be reduction in failure rates or returns, but should also include customer input (e.g. level of satisfaction, net promoter score and so on).

Whilst you're here - why not take a look through some of the other amazing content on Service Talk.