5.4 Support Stabilization and Perform Change Management
Objective
Maintain regular communication with stakeholders and assess the effectiveness of the training after the migration is complete to support stabilization and user adoption.
View Best PracticesTask Activities
-
Shared
Develop and deliver messages based on the Targeted Cutover Communications Plan
-
Shared
Assess the impact of the Targeted Cutover Communications Plan and provide stabilization support for transition
-
Shared
Continue to conduct change management activities and training for employees during the stabilization period
-
Shared
Assess the impact of change management activities and training for employees through elevations and metrics
-
Shared
Document lessons learned from Training Evaluations and stakeholder feedback on communications
-
Shared
Update the existing Change Management, Communications, and Training Plans to account for the Operations and Maintenance (O&M) section
-
Shared
Conduct training on a regular basis, specifically as new employees are on-boarded or as process improvements and/or system enhancements are made
-
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
- Change Management Plan
- Training Materials
- Training Assessment and Metrics
- Targeted Cutover Communications Plan
- Communications Plan
- Training Plan
Outputs
- Completed Training Evaluations
- Change Management Plan
- Communications Plan
- Training Plan
- Communications Materials
- Training Materials
