Business Change Management in ICT Customer Projects : Systematic planning and implementation of business change management Case ICT Service provider
Vorobjeff, Alex (2018)
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Lataukset:
Vorobjeff, Alex
Haaga-Helia ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018060713015
https://urn.fi/URN:NBN:fi:amk-2018060713015
Tiivistelmä
Purpose of this study is to improve the deployment of the services for customer's end users by creating a systematic Business Change Management model for the customer projects.
Research focused on following research questions:
- What kind of change management model fits for target organization's customer pro- jects?
- What can be learned from piloting the model?
- How to empower the deployment of the model for customer projects?
Customer projects need a systematic way to support the end user training and communica- tion for the service deployments. Overtime the complexity and difficulty of the services and the implementation projects of the services have increased. At the same time the projects have to be more efficient regarding to human resources in use and executed with top quality. This leads to projects having increased need for support in engaging the key stakeholders and for efficient well-aimed end user change communication and training. BCM aims to en- gage important stakeholders to the project work in order to meet the project objectives. Spe- cial situations and target groups can be recognized, analyzed and actions will be taken in order to lower the possible change resistance and to accelerate the change.
Business change management is more than usual change management. Communication and user training are very important parts of BCM, but in order to be proactive and exceed cus- tomer’s and end users’ expectations BCM should include as well expectation management, measuring the implementation from vision to deployment, stakeholder management & analy- sis, analysis of human response to change communication, and analysis of business change in customer’s environment.
In programs BCM model is implemented usually by a dedicated change manager in co- operation with program manager. In turn in projects the business change management is on project team’s, mainly on customer’s project manager’s responsibility.
Business change management model created by this study gives a systematic method, tools and templates for five focus areas: Stakeholder management, Change communication, En- suring the roles and responsibilities, Training and Controlling the change. During the study the model was piloted and further developed by two different kind of customer projects.
The model was found to fit well for the needs of the target company’s Project Management Office.
Research focused on following research questions:
- What kind of change management model fits for target organization's customer pro- jects?
- What can be learned from piloting the model?
- How to empower the deployment of the model for customer projects?
Customer projects need a systematic way to support the end user training and communica- tion for the service deployments. Overtime the complexity and difficulty of the services and the implementation projects of the services have increased. At the same time the projects have to be more efficient regarding to human resources in use and executed with top quality. This leads to projects having increased need for support in engaging the key stakeholders and for efficient well-aimed end user change communication and training. BCM aims to en- gage important stakeholders to the project work in order to meet the project objectives. Spe- cial situations and target groups can be recognized, analyzed and actions will be taken in order to lower the possible change resistance and to accelerate the change.
Business change management is more than usual change management. Communication and user training are very important parts of BCM, but in order to be proactive and exceed cus- tomer’s and end users’ expectations BCM should include as well expectation management, measuring the implementation from vision to deployment, stakeholder management & analy- sis, analysis of human response to change communication, and analysis of business change in customer’s environment.
In programs BCM model is implemented usually by a dedicated change manager in co- operation with program manager. In turn in projects the business change management is on project team’s, mainly on customer’s project manager’s responsibility.
Business change management model created by this study gives a systematic method, tools and templates for five focus areas: Stakeholder management, Change communication, En- suring the roles and responsibilities, Training and Controlling the change. During the study the model was piloted and further developed by two different kind of customer projects.
The model was found to fit well for the needs of the target company’s Project Management Office.