THE ARIBA CHANGE MANAGEMENT DIFFERENCE
Ariba's experience with leading companies has taught us that successful change doesn't just happen. It must be designed, managed, nurtured and reinforced through the development and implementation of a comprehensive change management program. While it is not unique to an Ariba implementation, change management associated with a technology implementation and deployment does have some unique characteristics. As a result, the Ariba Change Management team has developed the Ariba User Performance Model to provide a framework for developing change management strategies throughout the course of an Ariba implementation.
The Ariba User Performance Model focuses on several critical characteristics, including:
- Ensuring strategic objectives are clear and measurable
- Assuming performance is a product of simultaneous user ability and motivation
- Enabling a high-level review of the relevant factors to user ability and motivation
- Mapping specific efforts, owners, and products to drive accountability and ownership
Ariba's Change Management services focus on addressing the needs within the areas of Knowledge and Motivation. Specific activities are targeted to ensure stakeholders and end users have the awareness, training and support needed to make the required change. Incentives (positive and negative) are identified to plan motivation activities to encourage them to make the change.
Ariba recommends a holistic approach to change management that involves an initial assessment and strategic planning, followed by the development and delivery of activities and measures to ensure key objectives have been achieved. Our methodology focuses on activities that can be implemented as a holistic, end-to-end initiative or as any combination of the following, based on your specific needs:
Objective Definition and Measures
In order to plan relevant and effective change management activities, Ariba's Change Management team first works with you to identify your program goals and objectives. Scorecards are developed to measure important objectives, such as user adoption and proficiency. In order to assess user awareness, understanding and adoption of the new systems and/or processes, metrics must be defined at the beginning of the project and then assessed on an ongoing basis to determine progress and ultimately achievement of the objectives.
Additionally, Ariba's Change Management consultants can conduct an analysis of your current situation via interviews with or surveys to stakeholders. A change readiness assessment documents the organization's culture for change and provides a benchmark for user adoption and proficiency metrics. This activity can uncover previously unidentified blockers or issues and provide important insight into the planning phase.
Stakeholder Analysis Ariba's Change
Management consultants will identify and analyze your stakeholders to determine specific impacts and requirements to address ability and motivation needs. The key groups that will be involved with and/or impacted by the change are identified, including end users as well as their managers, leaders and sponsors. These groups are then assessed to determine what they need from the program in order to adopt the change successfully, as well as what the program needs from them in order to meet objectives.
A stakeholder impact analysis provides a list of all groups that will be affected by the implementation and describes how they will be impacted (directly or indirectly) by the change. It specifies inputs (needs from the stakeholders to the program) and outputs (needs from the program to the stakeholders), as well as the best way to communicate with each group. It also details the proposed resolution for each impact by audience, such as specific types of motivation activities, communications and/or training.
Additionally, during this process, the importance of leadership and change agents is identified. Sponsorship and leadership is required during a change management initiative to ensure that key stakeholders and end users are supported and enabled to dedicate the time and effort required to understand, adopt and become efficient at the new technology and processes. A leadership and sponsorship overview may be delivered to demonstrate the importance of proactive, frequent and visible advocacy from your organization's leadership team, and a change agents strategy may be developed to define specific roles and responsibilities for these groups.
Communications Planning and Development
Communication drives awareness and ensures that stakeholders are informed of the overall objectives, the critical events on the timeline and the changes that will directly have an impact on them and their jobs. Additionally, it encourages them to actively engage in the change process.
Ariba's Change Management consultants will help you define a communication strategy to determine how to develop and deliver key communications to stakeholders and end users, to identify potential communication vehicles and methods, and to define a review and feedback process.
A comprehensive communication plan will be developed to list specific messages and events to be communicated to each targeted audience. This plan identifies who will develop and deliver the communications, as well as the timing, frequency and delivery mechanisms of the communication. In addition to planning communications, Ariba can assist with communications development. Our experience with and knowledge of our products, implementations
Motivation planning accounts for the fact that people do not naturally embrace change without some motivation to do so. This motivation might be intrinsic (because the system is clearly a better option to them) or extrinsic (consequences follow their use of the system or lack thereof), and positive or negative (users are rewarded or punished for their use or lack of use of the system). But some combination of incentives must be applied to ensure compliance with the change.
Ariba's Change Management consultants will develop a motivation plan to define the activities (promotional items, competitions, etc.) and measures (reports on compliance, etc.) required to motivate each stakeholder group. The motivation plan includes a list of incentives and consequences, both rewards and punishments associated with the desired change, and an action plan for delivering them. Again, these actions will be measured and tied back to the objectives identified for the program to ensure they are providing the expected results.
Training and Support
Training and support activities focus on enabling end users to adopt and become proficient at the new applications and business processes being implemented. Effective change management programs avoid a one-size-fits-all training approach and instead opt for an approach that correctly links the training objectives with the most appropriate content and delivery format.
Ariba's Change Management consultants may conduct a training needs analysis to identify specific skills gaps and needs, as well as to understand the most relevant and effective training format and delivery for your organization. Various training methods will be discussed to assist you with deciding what type of training will best benefit your needs based on your culture, end users, locations, timing, budget, etc. Ariba will develop a training plan that presents the path for developing and delivering training for each audience and details key tasks, specific dates, logistics, technical requirements and resources required.
Our Change Management consultants will then develop and deliver training materials and sessions specific to your needs, which may include customized instructor-led training guides, train-the-trainer materials and/or web-based training materials on the Ariba applications and/ or your business processes.
A support plan may be coordinated with the training plan. The support plan outlines at what point in the change process support will be required, as well as how it will be made accessible to the user (e.g., telephone, quick reference guides, internet, in-person, etc.). A key purpose of the support plan is in defining not only the support needs during the change process, but also the ongoing support requirements necessary to sustain the change.
Beverly Dunn is a Customer Success Manager with Ariba. All customers are invited to join the private Customer Success group on Ariba Exchange, where you can access the Customer Success Spotlights, Lunch 'n Learn Webinar calendar and replays, and the Ariba Knowledge Nuggets.