Business Process Management: Profiting From Process

Developing Communication and Human Change Strategy

This often-overlooked step determines the message to be sent to staff and other key stakeholders, and the media to be used to start the change management process and to create “agents of change.” At this step, an organization delivers its initial message regarding change and handles initial feedback.

Techniques

Developing communication and human change strategies calls for stakeholder-based techniques such as the following, which focus on anticipated concerns:

• Stakeholder analysis

• Concerns-based change approach

• Staff and public relations

Lessons Learned

Develop and document a starting set of “principles to live by” regarding the new process and new way of running the business. Publicize this ...