Customer Success Stories

TEKsystems Global Services

Assessing Organizational
Change Management Maturity
for a Large Organization
NETWORK INFRASTRUCTURE SERVICES
ORGANIZATIONAL CHANGE MANAGEMENT

Executive Summary
TEKsystems performed an assessment and validation of our clients
change readiness and organizational change management capabilities in
support of a multiyear program.
Assessing Organizational Change Management Maturity for a Large Organization

Industry Landscape
While more companies are beginning to
recognize the value of organizational change
management (OCM), more often than not,
organizations focus on the delivery of an
initiative without acknowledging the readiness
of those impacted by the change.
Most of the time, people are uncomfortable
with changeeven if the change is in their
favor. They find it is easier to continue known
behaviors and try to avoid or resist change
whenever possible. That is why major
transformational initiatives are frequently met
with resistance and low adoption. Projects
with poor OCM met or exceeded objectives 16
percent of the time, while those with excellent
OCM met or exceeded objectives 95 percent of
the time.1
The four pillars of effective OCM are:
Leadership and stakeholder management.
Aligning stakeholders with project objectives,
gaining active and demonstrated project
support from leadership, and helping leaders
be successful.
Communication.
Establishing the correct infrastructure to get
the right message to the right people at the
right time, while providing consistency.
Organizational alignment.
Assessing the current organizational
environment, choosing the best approach
for that environment and developing
infrastructure for sustainable change.
Training.
Providing blended solutions that help the
organization close performance gaps (only in
cases when there is a new skill required that
people do not know how to do but need to be
able to as part of their job).

Situation
Our client was using a legacy mainframe recognized that the effort really needed to be
technology to manage their core business. led by the business, with greater integration
The technology relied heavily on manual between both organizational units.
work, which required more time and
The multiyear transformational program
resources, making them inefficient. There
recommenced with new leadership from
was also little integration between their
the business. Program leaders recognized
business and IT units. Our client realized
that preparing and training their staff would
they needed to move to a newer technology
be fundamental to the transformations
and began a transformational initiative to
success. They wanted to perform a third-party
upgrade technologies, create a more robust
assessment of their program to understand
service environment and better serve their
their current state in terms of OCM and
customers. The first transformational
identify and close gaps to help attain future
initiative was driven by the clients IT team,
program maturity.
but lacked involvement from the business.
The project was not successful, and the client

1
Best Practices in Change Management Benchmarking Study, Prosci, 2009.

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Assessing Organizational Change Management Maturity for a Large Organization
Solution
The client decided to partner with
TEKsystems for an OCM assessment due
to our expertise and experience conducting
assessments, knowledge around OCM and
IT Service Management, as well as our
cost-effective solution. As a value-add, we
would also assess the programs process
management and governance.
We would assess the programs training,
organizational program structure and how
aligned their leaders were to the changes
they were driving. We would perform the
following activities to meet those goals:
information-gathering interviews; program
goal analysis and validation; change impact
assessment; sponsor/champion identification
and evaluation of their program support;
review of communication processes, vehicles
and tools; review of training curriculum
plans and capabilities; and program roadmap
analysis.
The assessment would begin with a series of
interviews, observations and documentation
reviews. Then, we would analyze our findings
and compare them against the desired future
state and best practices, followed with a
mapping to a maturity scale.
TEKsystems Global Services Customer Success Stories
Our deliverables would include:
Artifact repository.
A structured location for managing, tracking
and maintaining artifacts gathered and
developed during the engagement.
OCM gap analysis.
A document outlining gaps against OCM
best practices across the four pillars:
organizational alignment, leadership and
stakeholder management, communication
and training.
Change impact heat map.
A base document for situational analysis
related to the programs OCM impacts.
Organizational readiness assessment.
Initial findings based upon information
gathering, stakeholder interviews and the
programs plan reviews.
Communication plan.
A template for managing the communication
vehicles and messages related to the
programs OCM events.
Implementation roadmap and resource plan.
Initial project and resource plan to support
decision making regarding program execution.
Training plan.
Base structure for ongoing organizational
change education and training of program
stakeholders.
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Assessing Organizational Change Management Maturity for a Large Organization

Results
We completed the project on budget and
within the clients desired time frame. During
the first two-and-a-half weeks, we interviewed
over 35 individuals involved in the program
from the IT and business units, as well as
personnel outside of the program who would
be impacted by the change.
Our team compiled this information and
identified themes found across the interviews
and information-gathering processes. At the
end of the assessment, we presented an
executive summary of our findings and
recommendations. We also provided additional
findings and recommendations around OCM
and business process transformation in a
maturity assessment report and a gap
analysis.
If the recommendations are implemented, the
clients program will become more efficient,
effective and economical. In particular, it will
help them meet major upcoming release
milestones.
OCM is designed to ease the stress and
discomfort individuals go through during
change initiatives. By implementing our
recommendations, the client will have more
success in ensuring change is understood,
embraced and adopted by the people who are
critical to the success of the change.

About TEKsystems

People are at the heart of every successful business initiative. At TEKsystems, we understand
people. Every year we deploy over 80,000 IT professionals at 6,000 client sites across North
America, Europe and Asia. Our deep insights into IT human capital management enable us to
help our clients achieve their business goalswhile optimizing their IT workforce strategies.
We provide IT staffing solutions, IT talent management expertise and IT services to help our
clients plan, build and run their critical business initiatives. Through our range of quality-focused
delivery models, we meet our clients where they are, and take them where they want to go, the
way they want to get there.

Visit us online at TEKsystems.com

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