Managing Change

5. Implementing Change

5.1 Make some bold early moves to let people know that change is really happening.

• For example, if you are upgrading standards in customer service, you might implement a new scheme to reward staff delivering exceptional customer care.

5.2 Assign responsibility for change.

• Major changes should be the responsibility of the managing director.
• Make everyone aware of what is expected of them. Include 'contribution to change' in employees' performance appraisals. (See Performance appraisals.)
• Consider using a new appointee to take responsibility for the change programme. A new face can act as a catalyst for change and can bring in key new skills.

5.3 Continue communicating the reasons and benefits of change.

• If the change strategy is right, these should become more and more clear.

5.4 Monitor progress against the original plans.

5.5 Tackle problems or obstacles as soon as they arise.

• If individuals are slowing the change process, find out why and take steps to resolve the problems.

5.6 Be consistent and make sure all management actions support the change.