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As many of you will know from my last post, my role for the last 4 months has primarily involved testing. While this has in some respects been great, it can get very repetitive. However, I’ve recently had a chance to spend 2 or 3 days a week doing something completely different, with a separate team on my project and that is business change.
So what is business change? Business Change or Change Management involves a structured approach that ensures the changes that have been made are smoothly implemented, and that the lasting benefits of these changes can be achieved. As the changes we have introduced in the project I’m working on primarily affect customer service agents (CSAs), this involved creating and presenting training material to these stakeholders. In very simple terms this involved the following steps:
Identifying the changes that have been made, and deciding what effect (if any) these had on the CSAs.
Working with the technical team to understand these changes in detail, and considering how best to convey these change in a non-technical way.
Creating training materials with the end user (the CSAs) in mind that were clear, concise and correctly guided them through the new processes that were in place. For instance, if a new screen had been implemented to take payments from customers, the material should explain how to navigate this screen quickly and effectively, with the end aim to keep call times to a minimum.
Train-the-trainer – this involved leading training sessions with a few key members from the client side, who would then pass on this knowledge to their teams.
Although I have only had a flavour of business change, it’s something I’m strongly considering pursuing further. Until spending some time working in this area, I hadn’t realised just how crucial it is to any large system implementation project. Without business change, there is the chance that the benefits of a change that has been made will not be realised to the extent it could be.
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