Essential Business Change Management Skills For BPM Success

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Friday, March 18, 2011
11:00 AM - 12:00 PM EDT
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Almost any business process change agent will tell you that business change management is the single hardest part of transformation. Whether it’s caused by a merger, an acquisition, the introduction of new technology, launching a new product or service, corporate restructuring, or introduction of new governance, large transformational changes significantly impact job roles, employee morale, organizational structure, and the culture.
Because business change management involves the process, tools, and techniques to manage people, it’s hard, demanding and challenging work. While some executives see it as “motherhood and apple pie” or just basic good management, and others view it as an abstract discussion without any concrete components.  
But, business change management can make or break a major initiative, can cause valued employees to leave and reduce the ROI you intended to achieve, simply because the project went off the rails.
Forrester interviewed several large enterprises about their approaches, lessons learned and recommendations.  We learned several techniques or bodies of knowledge that companies sometimes apply, including:  1) John Kotter, Leading Change, 2) ADKAR, promoted by Prosci, 3) RACI, an approach for project management, 4) the Four Disciplines, by Franklin Covey and 5) Stop. Start. Continue., from Deloitte.
This webinar will share the lessons learned from several companies that have lived through large change initiatives and provide advice from practitioners who have gone through the peaks and valleys and lived to tell the tale.
In this Webinar, attendees will gain:

  • An understanding of why the change process is hard and needs special planning and attention
  • An overall plan to help employees move through the change process
  • A toolkit of best practices, mistakes to avoid, and key implementation activities


Connie Moore
Vice President, Research Director

Connie serves Business Process professionals and leads a team that provides advice and research focused on application strategy, business process management, customer relationship management, human resource management, and financial processes. Connie's recent research efforts have focused on Lean thinking and dynamic business applications that support designing for people and building for change through the intersection of business process management, the Information Workplace, and Web 2.0.

Connie came to Forrester through its acquisition of Giga Information Group in 2003. She has more than 25 years of experience in the IT industry and has been an analyst for 19 years. Most of her research focuses on business process management and business optimization. Prior to joining Giga, Connie managed BIS Strategic Decisions' European IT consulting group, headquartered in the United Kingdom. Before then, Connie was vice president of product marketing at TDC (now part of BancTec), a manufacturer of high-end document capture systems. She was also a manager with Andersen Consulting (now Accenture), specializing in document management, document imaging, and end user computing. Earlier, Connie was with Wang Laboratories, where she managed Wang's technical support resources for the US Department of Defense and intelligence agencies. She began her career in IT and management at Mathematica Policy Research.

Connie is the co-champion of Forrester's 2009 Business Technology Forum with its theme of "Lean: The New Business Technology Imperative." Connie also co-championed Forrester's 2007 Technology Leadership Forum with the theme of "Design for People, Build for Change" and Forrester's 2008 Technology Leadership Forum, themed as "Embrace Technology Chaos, Deliver Business Results." Connie is a widely sought speaker. She has keynoted at many industry events, chaired 10 business process and workflow conferences in Europe and the United States, and co-chaired Giga's "Leveraging Knowledge" conference. Connie also served as a director of AIIM International, the premier association for the content management industry and is a member of the Association of Business Process Management Professionals.

Connie attended the University of North Carolina at Chapel Hill and holds a B.A. in political science and history from East Carolina University and an M.B.A. in information systems from George Washington University.