OCM and End-User Training Part I: Best Practices for Organizational Change Management

Originally published on August 12, 2021

Effective organizational change management (OCM) is crucial for the successful implementation of new technologies, processes, and methodologies. OCM ensures that changes are smoothly and efficiently integrated within an organization, minimizing disruption and maximizing employee engagement. This guide, «OCM and End-User Training Part I: Best Practices for Organizational Change Management,» delves into the foundational principles of OCM, highlighting proven strategies to facilitate seamless transitions. By focusing on best practices, this part aims to equip leaders and change agents with the tools necessary to foster a culture of adaptability and resilience, ultimately driving organizational success.

What is Organizational Change Management (OCM)? 

The primary focus of OCM is creating a management framework to effectively implement new business processes and changes within the organizational structure. However, making a positive impact is only possible when the attitude and behavior of individuals reflect that positivity. The resulting team culture can be effectively managed with a robust OCM strategy, as it is the catalyst for performance improvement and organizational transformation. 

These elements can be difficult to influence, but they play a critical role in the success and adoption of change. OCM provides you with the processes, tools, and techniques you need to manage the people side of change.  

Why Invest in OCM? 

OCM is not a one-time event, but a continuous process that adapts to the changing needs and expectations of the organization and its people. By investing in OCM, you can create a competitive advantage and drive lasting transformation.  

Benefits of investing in OCM include:  

• Increases probability of staying on or ahead of project schedule by 5x 
• More likely to achieve project objectives by 7x

Best Practices to Execute an OCM Strategy 

Successfully implementing an OCM strategy requires a comprehensive approach that incorporates best practices tailored to the unique needs of an organization. By focusing on clear communication, stakeholder engagement, and continuous evaluation, organizations can navigate the complexities of change with greater ease and effectiveness. Adopting best practices ensures a smooth transition and organizational goals aligned with desired outcomes, ultimately fostering a resilient and adaptive business environment.

Build an OCM Team with Specialized Skills 

An effective OCM team will have communications, enablement, and expertise and will collaborate with subject matter experts within the organization. Keep in mind: 

• You’ll need strong leadership support to build this expertise and ensure that OCM is not overlooked or put on the back burner. 
• It will be beneficial to define what success looks like and how team members will achieve it. 

Research the Context of Your Change 

It is critical to maintain an in-depth knowledge of your organization, including your team dynamics and any elements affected by your organizational change. Before you begin, ensure that you: 

• Identify the stakeholders who will be affected. 
• Assess the readiness for or resistance to change. This step will determine how you tailor your plan. 
• Analyze and address the risks the change might bring.

Build out Your OCM Plan 

Leverage what you learned through your research and document a plan to help your organization adapt to a new way of working. Your change plan should: 

• Identify what is changing, for whom, and when it will change. 
• Document how stakeholders should prepare for the change (i.e., complete training, communications with team members, etc.). 
• Develop a communication plan tailored to your stakeholders’ needs to ensure they are aware of and committed to the change.

Execute the Organizational Change 

After building your OCM plan, it is now time to execute. Using a change management plan can mean the difference between a successful or failed project. When implementing significant changes, such as digital transformation, we recommended to follow industry recognized change management models like Prosci and Kotter’s.   

Continuous Improvement 

Over time, be sure to reinforce change. Collect and analyze feedback, diagnose gaps, manage resistance, implement corrective feedback, and celebrate successes.  

Organizations Facing OCM Challenges: How Best to Approach Initiatives 

There can be several challenges that come up during OCM implementation. Employees and end users specifically may react positively or negatively to a new ERP initiative. Here are a few possible OCM issues: 

Fear of Change 

You might not have open dissent when implementing an OCM strategy. Instead, while defining new business processes and determining how operations in your organization will look in the future, there may be withholding of information. It is natural for individuals to want to “protect their turf” and believe they are protecting their jobs.  

However, 98% of change-related critical success factors depend on people, so it’s imperative to get employees on board.  

Solution 

It is helpful to ask questions to determine the source of fear. For example, are employees worried about losing their jobs? Do they believe they will be less valuable to the company? Is it because this new system automates their processes?  

Project Fatigue or Competing Team Priorities 

New projects can often feel exciting and energizing. However, often, that initial drive to complete the project is unsustainable through to the finish line. When team members lose interest or focus, the results could be disastrous. Internal teams often compete for the same resources (e.g., time, money, or people), acting as a catalyst for resistance to change.  

Solution 

The team leader should develop a teaming mindset within the organization. Success should be painted as something shared and expansive. Leaders should go out of their way to sell the upside of collaborative work to their team.  

In a recent study, 76% of CEOs said their ability to adapt to change would be a key competitive advantage. Encouraging team members is critical to accomplish the necessary work to implement the required changes strategically.  

Lack of Integrated Change Management 

Unfortunately, in many instances, OCM is added after the project has experienced obstacles. As a result, your project may not be successful because you have waited too long. 

Solution 

Project management and OCM activities are most effective when integrated early. Once united, solutions will be designed, developed, and delivered effectively from a technical perspective and embraced, adopted, and used effectively on the people side. 

There should be a balance between project management and OCM. Then, depending on the size and complexity of the project, determine: 

• How much project management is needed? 
• How much change management is needed? 

Remember, organizations rarely change, but the people within them do.  Therefore, when building an OCM strategy, it is essential to remember to address possible resistance. This can be done by creating a safe place to share and making sure that your employees feel secure with the changes happening to them and around them.    

If you want to learn more about ERP and end-user training, read Part II. Click here for Part II. 

Partner with Oxford for your OCM needs. We can provide you with a comprehensive suite of services tailored to support your company’s specific requirements. Our expert team is dedicated to helping you navigate the complexities of change, ensuring smooth transitions and the successful implementation of your strategic initiatives. With Oxford by your side, you can be confident in achieving sustainable growth and excellence.