Churchill Consulting

Managing change to take it off the critical path

Managing change to take it off the critical path

  • Posted:
  • Category:Case Study
  • Offering:Solutions
  • Industry:Project & Change Management

When our client undertook a large change to its operational technology that manages its extensive infrastructure assets, it was more than just the technology that changed.

The client operates in a highly regulated industry, so the technology upgrade also required significant changes to the governance. This needed considerable consultation and stakeholder engagement both internally within the organisation and externally.

Churchill was engaged to support this change within a defined timeframe ensuring the changes to the policies were managed through a well-defined structured process, including regulatory compliance.

The Churchill approach

The way we deliver is different. Our approach is not based on a dogmatic methodology but is flexible and adaptive to suit the situation or requirements.

“Our approach starts with listening, understanding and empathy, before applying methodology. So the resulting change management plan is adaptive, with tools chosen to suit the circumstances and the outcomes, bringing depth, flexibility and a customised approach that has the client buy-in,” says Lindsey Phillips, Senior Manager at Churchill.

“It means we can bring an independent approach that is focused on outcomes, and helps to move past politics and embedded ways of working.”

Bringing its deep experience to the complexity of that task facing this client, with its operational governance needs, taking an end-to-end approach to unpack the requirements and layers need for successful change.

This included understanding the external and internal stakeholders, and planning activities and milestones across a ten-month change period.

This particular client had a very involved executive who were very supportive of the change, says Phillips.

The project was also focused on making internal changes around processes and procedures and embedding those prior to the new technology solution being introduced.

This meant the change activities needed to focus more on the buy-in for the process change rather than buy-in for the solution.

“We needed to get many different areas of the business on-board and aligned to the process changes – and within a tight timeline, in order to ensure the new solution when introduced had every chance of success. So the plan required a lot of stakeholder engagement and communication about future states to build buy-in at the lower levels of the organisation.”

What Churchill did

The highly experienced team hit the ground running, applying a lean approach in order to scale up and dial down activities depending on what was needed at each point. All up the approach allowed us to get the work done with a team of three to four people.

As part of implementing the change management plan, Churchill:

  • Managed the overall governance, including governing committee with GM level representationCommunicated with more than 500 internal stakeholders and 3000 external parties and stakeholders
  • Managed the training department to prepare and deliver all the required training courses
  • Managed the operational SME group to evaluate and assess the changes to policies
  • Managed the external expert assessment of the changes
  • Developed communication activities at each stage of the project, from ensuring stakeholder engagement at the outset of the project, to communication activities and drafting and issuing key messages.

The result

Over a period of nine months, Churchill successfully implemented an extensive change management program and paved the path for the implementation of new technologies.

Said the client: “Churchill, through their change approach maintained consistent engagement with key stakeholder groups and a key focus on the overall project delivery date which kept the change management off the critical path.”

Want to know more about our change approach or have a change that requires support, contact us at Churchill rebecca.minchin@churchill.com.au to discuss how we can help you.

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