|
Follow-up and support are critical and often missing
elements of an effective people-oriented change management strategy. CSG
takes a strong position with regard to follow-up and support because we know from experience that
these activities often make the critical difference between successful
change initiatives and unsuccessful ones.
Follow-up.
It takes more than
awareness and training for people to effectively use new solutions and
work in new ways to achieve real performance change – and improved results.
To fully develop needed skills – and the ability to use them correctly and consistently – individuals
must transfer them from learning situations to workplace realities.
The best way to transfer skills successfully is with ongoing
coaching and reinforcement – as individuals need it, when they need it.
Therefore,
if organizations that provide training to facilitate change want the
training they provide to really work, they must also provide
appropriate follow-up -- knowledgeable
coaches and mentors and access to SMEs who can assist those who are using
new skills and who must quickly recognize, address, and resolve problems as
they occur.
Support.
Activities
that provide support for users are also critical from a change management
perspective because of the impact they have on the user experience. Unfortunately, support is an area that is often
overlooked even though we know from experience that to forget it is to
commit a serious error. Many
elements of Support have to be in place for the user experience to be a
positive one.
For example, those affected by the change must be given opportunities to
participate in the change process by providing input through usability and acceptance
protocols, satisfaction surveys, and problem-management
reporting and resolution strategies.
|
