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M3 Playbook > Phase 5: Operations > 5.4 Support Stabilization and Perform Change Management

5.4 Support Stabilization and Perform Change Management

Workforce, Organization, and Stakeholders

Task Activities

  1. Shared

    Develop and deliver messages based on the Targeted Cutover Communications Plan

  2. Shared

    Assess the impact of the Targeted Cutover Communications Plan and provide stabilization support for transition

  3. Shared

    Continue to conduct change management activities and training for employees during the stabilization period

  4. Shared

    Assess the impact of change management activities and training for employees through elevations and metrics

  5. Shared

    Document lessons learned from Training Evaluations and stakeholder feedback on communications

  6. Shared

    Update the existing Change Management, Communications, and Training Plans to account for the Operations and Maintenance (O&M) section

  7. Shared

    Conduct training on a regular basis, specifically as new employees are on-boarded or as process improvements and/or system enhancements are made

  8. Shared

    Develop and deliver ongoing methods and Communications Materials to message process improvements and/or system enhancements

5.4 Best Practices

  • Develop and execute frequent and multi-directional communications to increase the likelihood that most stakeholders receive the messages
  • Maintain job-aids, Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs) and other documentation and ensure they are readily available for employees to refresh after migration
  • Use the O&M sections within the Change Management, Communications, and Training Plans to capture what the expected changes are and how best to manage them
  • Encourage exploration by those impacted by changes and address perceived resistance to improve the change adoption. Reinforce change in the transition by using communication and training to gather customer and staff feedback during the process
  • Continue to seek feedback from all stakeholder groups to better ensure a successful change process

Stakeholders

Customer

  • Business Owner
  • Change Management Lead
  • Communications Lead
  • O&M Team
  • Training Lead

Provider

  • Business Owner
  • Change Management Lead
  • Communications Lead
  • O&M Team
  • Training Lead

Inputs

Outputs

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