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Change
Management
Your Company Name
Table Of Content
Table of
Content
Identify The Change
Vision For Change
Change Management Agents
Change Management Framework
Resistance And Risk
Implementation Strategies
Cost Of Change
Feedback And Evaluation
2
Identify The Change
Types Of Change Management
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Forces For Change
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Vision For Change
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Gap Analysis
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Organization Change
Readiness
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3
Types Of Change Management
Systemic
Management of the systemic
changes associated with IT
applications, architecture or
infrastructure
› System implementations
› Software upgrades
› Other it changes
› IT professionals
Project
Management of score or schedule
change for a specific
› All Projects › Project Core Team
› Extended Team
Organizational
Planning & implementing the tools,
processes, skills & principles for
managing the people side of
change to achieve the required
outcomes of a project or initiative
› All Projects
› Many System Implementations
› Most Software Upgrades
› Many other IT changes
› Company Restructuring
› Mergers & Acquisitions
› Introducing new channels,
brands or business Models
› Targeted employees or
departments
› Ancillary Employees or
Departments
› IT Professionals
› Stakeholders
Description Used For Who Impacted
4
Forces For Change
Option 1
Option 2
Mergers & Acquisitions
Political-Legal Reasons
Electronic CommerceSocial-culture Reasons
Privatizations
New Technology
Digital Convergence
Knowledge Economy
5
Define Your Vision (Option 1 of 2)
Where you want to be
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
Where you are
6
Step 1
Step 2
Step 3
Step 4
Step 5
Define Your Vision (Option 2 Of 2)
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
› Your Text Here
WhereYou
WantToBe
WhereYouAre
7
Gap Analysis
What What happen?
What should it look
like?
What is different?
What will be done to
address the gap?
Where Where is the confusion? Where will it change? Where will it be different?
Where will it be
addressed?
When When is it done? When will it change?
When are the
differences needed?
When will it be
addressed?
Who Who does the work? Who will do this?
Who will identify &
validate the gap?
Who will make the
decision & complete it?
How How is it sequenced?
How will it be timed
& resourced?
How will the gaps be
improved?
How will it be rolled out?
Current State Future State Gap
Actions to
close Gap
8
Organization Change Readiness Checklist (1/2)
Business Unit / Product Group Actions
Have the business unit contacts been selected & notified?
Have the business unit contacts been briefed by the project team?
Has the priority for this project been set by the business unit
management team?
Training
Has the target training audience been identified and nominated?
Has a training needs analysis been carried out?
Is the training information sheet available?
has the training provider been established?
Has the training co-ordinator been provided with the training details
and put in place the necessary arrangements?
Will all field readliness criteria have been practically met prior to
training roll-out?
People Readiness Action Required When Completed
Deliverable
› Your Text Here
› Your Text Here
Implementation
Team Leader
› Your Text Here
› Your Text Here
Implementation
Sponsor
› Your Text Here
› Your Text Here
9
Organization Change Readiness Checklist (2/2)
Information & Communications Technology (ICT)
Is the auditing & metering tool configured?
Content
Have the approved procedures/policies been published?
Do the proposed users have access to appropriate
documentation?
Business application
Is there a software application relevant to this deliverable?
Is there a support model for this application and are the details
available for distribution?
Has the relevant IT business unit been notified of Installation
and support requirements?
Systems Readiness Action Required When Completed
10
Change Management Agents
11
Board Sponsors Leaders Team Members Stakeholders
Change Management Board
Change
Manager
(Chair)
Release ManagerBusiness Case
Representative
Problem ManagerApplication Manager
Secretary Finance Manager Service Level Manager
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12
78%22%
LeadershipStakeholder
Leadership 2
Leadership 1
Leadership 3
Leadership 4
Stakeholder 1
Stakeholder 2
Stakeholder 3
Stakeholder 4
Sponsorship
Change Management Sponsors
13
Define Role Of Leadership In CM
35%
33%
19%
8%
5%
Vision
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Energizing People
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Communication
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Charisma
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Competence
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14
Define Role Of Team Members
› Take Responsibility For Key Initiatives
› Coordinate Project Team
› Report To Business Unit GM And Change Office On Project Progress
Project Leaders
› Develop Leadership Change Management Capability
› Provide Ongoing Change Advice To Leaders
Release Management Role
› Coordinate Project Infrastructure & Integration
› Prioritize And Plan Overall Project Timeframes
Process Co-ordination Role
› Take Responsibility For Key Initiatives
› Coordinate Project Team
› Report To Business Unit GM And Change Office On Project Progress
Performance Management Role
15
Role Of Key Stakeholders
16
Driving
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Advocacy
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Active Participation
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Willingness
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Understanding
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Change Management Framework
17
Process
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Plan
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Tools
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Models
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Change Management Process
› Identify the change
& all the particulars
of the change
Initiate Change
Request
› Evaluate the
effectiveness of the
changes
› Review the areas of
resistance and prepare
strategies to manage it
Review
› Identify the impact
of changes
› Anticipate and
mitigate the risks
› Develop
implementation &
release strategies
Planning
› Change request board reviews
change request
› CRB selects the process map
based on the change request
› CRB routes the plan for
necessary approvals
Review By Change
Request Board
› Rollout changes
› Allocate resources
› Communicate changes
› Align system, structure
& policies
Implementation
› Maintain momentum
› Apply methods for
continuous improvement
Sustain
18
Change Management Plan
SR No
Change
Request #
Priority Impacts Effort Hours $ $ Total Approved
1 Change Request # Priority Impacts Requirements 10 $100 $1000
Approved
By
2 Change Request # Priority Impacts Design 20 $200 $4000
Approved
By
3 Change Request # Priority Impacts Test 30 $300 $9000
Approved
By
4 Change Request # Priority Impacts Implementation 40 $400 $16000
Approved
By
5 Change Request # Priority Impacts Requirements 50 $500 $25000
Approved
By
6 Change Request # Priority Impacts Design 60 $600 $36000
Approved
By
7 Change Request # Priority Impacts Test 70 $700 $49000
Approved
By
8 Change Request # Priority Impacts Implementation 80 $800 $64000
Approved
By
9 Change Request # Priority Impacts Requirements 90 $900 $81000
Approved
By
19
Change Management Tools
20
Tools
Job Impact Assessment
Ascertain the impact of change on roles & people
Stakeholder Analysis
Identify stakeholder engagement levels for mutual solutions
Change Impact Assessment
Identify potential impact of change on the organization
Change Effectiveness Assessment
Determine the need to re-evaluate the current approaches to ensure sustainability of change
Change Readiness Assessment
Diagnose AS-IS situation & evaluate the employees readiness towards the change
Change Management Models
The Johari
Window
Kotter's Eight
Phases of Change
The ADKAR
Change Model
The McKinsey 7S
Framework
The Burke-Litwin
Change Model
Leavitt's
Diamond
Lewin's Three Stage
Change Model
Bridges'
Transition Model
Change
Curve Model
CM Models
21
Lewin's Three Stage Change Model
KEY ACTIVITIES
“Making it Stick”
› Set performance indicators
› Monitor & evaluate performances
› Establish systems to make it happen
› Establish controls to check it is
happening
› Rewards for new behaviour
› Sanction (or lack of reward) for old
behaviour
› A period of relative stability
(consolidate)
Refreezing
“Implementation”
› Praise
› Encouragement
› Recognition & empathy
› Coach
› Train
› Lead
› Manage
› Help & guidance
› Regular feedback
› Provide adequate resources
Changing
“Readiness to Change”
› Educate (everyone understands)
› Inform (what, why, when, how)
› Consult (seek views & ideas, allow
thinking time, use others’ ideas )
› Plan (objectives, resources, time-
scales, measures, budgets)
› Organise (work plans)
› Appoint (leaders, managers, teams)
Unfreezing
22
ADKAR Model
ADKAR MODEL
PhasesofaChangeProject
Phases of Change for Employees
Awareness Desire Knowledge Ability Reinforcement
Implementation
Post - Implementation
Concept & Design
Business Need
Successful
Change
23
Bridge Transition Model
Ending Transitions New Beginning
Uncertainty
ExplorationSkepticism
Commitment
24
Szpekman's Communication Framework
Managers
Knowledge / Skill Emphasis
› Competency Models
› Hiring Processes
› Orientation Programs
› Training & Development
› Feedback & Coaching
› Talent Planning
Measures
› Performance Management
› 360 degree Feedback
› Employee Surveys
› Performance Metrics & Benchmarks
Rewards
› Compensation Plans
› Benefits
› Recognition Programs
› Promotions
Structure / Process
› Organization Structure
› Career Paths
› Policies & Procedures
› Roles & Responsibilities
› Tools & Support
Leadership
› Vision & Strategy
› Agenda Items
› Questions
› Praise
› Resources
› Assignments
› Symbolic Behavior
Communication
› Communication Plans
› Print & Electronic Media
› Face-to-Face Communication
25
Roger's Technology Adoption Curve
Innovators Early Adopters Early Majority Late Majority Laggards
26
Risk & Barriers
27
Risk Assessment
Resistance to Change
Resistance Management Plan
Risk Assessment
Identify the risk and assess the significance and
likelihood of it occurring and plan the
contingency.
› What risks may occur upfront?
› Identify the key concepts that may arise along the
way
Identify the risk and assess the significance and
likelihood of it occurring and plan the
contingency.
› What risks may occur upfront?
› Identify the key concepts that may arise along the
way
Identify the risk and assess the significance and
likelihood of it occurring and plan the
contingency.
› What risks may occur upfront?
› Identify the key concepts that may arise along the
way
Identify the risk and assess the significance and
likelihood of it occurring and plan the
contingency.
› What risks may occur upfront?
› Identify the key concepts that may arise along the
way
Date of risk
occurring
Brief Description of Risk Low Medium High Mitigation Action
Approval of
Commencement
Date of
Commencement
Risk No.
28
Risk Matrix
A
Medium High High Very High Very High
Almost Certain
B
Medium Medium High High Very High
Likely
C
Low Medium High High High
Possible
D
Low Low Medium Medium High
Unlikely
E
Low Low Medium Medium High
Rare
1
Insignificant
2
Minor
3
Moderate
4
Major
5
CatastrophicLikelihood
Key
Very High Risk Do Something to control the risk
ImmediatelyHigh Risk
Medium Risk Do something about these risks
Low Risk Does not need immediate attention
Consequences
29
1. Lack of understanding of the purpose and drives for the changes
There maybe a lack of understanding of the purpose of the project.
There maybe lack of awareness of the need for the change to occur.
2. Feeling of losing control
People support what they have helped to create. If they feel they have not had sufficient input, resistance usually
increases.
3. Lack of support from various levels in the organization
If people perceive that key individuals or groups in their area are not genuinely supportive of the project, their
acceptance is difficult to secure.
4. Feel there is a real threat to my existing power, job security or
personal and career goals
Resistance is increased if people believe the change will result greater emotional or career costs relative to what they
may gain.
5. Concerns about a lack of skills and knowledge
People may resist change if they do not possess the skills or the ability for optimal performance during and after the
change.
6.High level of impact on daily work patterns
Failure to acknowledge and if possible, minimise the impact of project teams activities and changes on people work
patterns tends to promote distrust and allentation.
7. Lack of time to absorb the changes The ability of staff to assimilate the change and all its consequences must be assessed.
8. High level of uncertainty Sometimes just the uncertainties of the situation can make people react negatively.
9. Adverse changes to key working relationships Adversely affecting the way they relate to others or who they work with or who they report to.
10. High level of past resentments and dislikes
People may distrust or dislike sponsors or change agents or have had negative experience around change a lack of
acceptance and enthusiasm for the change will quickly materialise.
11. Lack of incentives and rewards
Change involves learning and learning usually involves errors. When people are not given the freedom to make
mistakes while learning they become afraid.
People need to be rewarded for accomplishing the change in the form of something they truly value.
Resistance Assessment Survey
Below is a list of potential areas for resistance that you maybe experiencing in the implementation of the SLM project. For each area indicate the degree to which you agree
or disagree by placing your response in the box from the following scale.
1 (Strongly disagree)
Assess the across individually and highlight any scores that are greater than three. This area should then become your primary focus for the greatest resistance to your project.
Area of Resistance Description Rating
2 (Disagree) 3 (Neither agree or disagree) 4 (Agree) 5 (Strongly Agree)
30
Resistance To Change (1/2)
10%
20%
30%
40%
50%
60%
70%
80%
90%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Inadequate Team &
Users Skills
Technology users not
Involved
Resistance to
Change
Limitation Of
Existing System
Lack of
Executive Commitment
Lack of
Executive Champion
Unrealistic
Expectation
Lack Of Cross-
Function Team
Project Charter Too
Narrow
31
Resistance To Change (2/2)
Low Medium High
10%
20%
30%
40%
50%
60%
70%
80%
90%
Inadequate Team &
Users Skills
Technology users not
Involved
Resistance to
Change
Limitation Of
Existing System
Lack of
Executive Commitment
Lack of
Executive Champion
Unrealistic
Expectation
Lack Of Cross-
Function Team
Project Charter Too
Narrow
32
Resistance Management Plan
33
Key Areas of Resistance Actions to address Resistance Responsible Person
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Implementation Strategies
Change Transition Plan
Communicating the Change
Change Management Training
Timeline for Implementation
Sustaining the Momentum
34
Change Transition Plan
Preparation
Announcement
Grievances
New Positions
Team 1
Telecoms/PC
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Management
Owner
ABC
Communications
Owner
ABC
H.R
Owner
ABC
Staff
Relocation
Owner
ABC
IT
Owner
ABC
Jan 5 - Mar 1
Feb 2 - Mar 14
Mar 14 – May 2
May 25 – Oct 20
Oct 21 – Nov 15
Nov 16 – Dec 20
Jan 10
Milestone 1
Mar 7
Milestone 2
Milestone 3
Mar 14
Jun 29
Milestone 4
Oct 20
Milestone 5 Nov 30
Milestone 6
35
Tasks Start
Duration
(Days)
%
Complet
e
02 09 16 23 30 06 13 20 27 05
Task 1 1/2/12 35 26%
Sub Task
1.1
1/2/12 10 40%
Sub Task
1.2
1/12/12 25 20%
Task 2 1/2/12 66 88%
Sub Task
2.1
1/2/12 30 100%
Sub Task
2.2
2/1/12 25 80%
Sub Task
2.3
2/27/12 10 70%
Task 3 1/2/12 10 40%
Sub Task
3.1
1/2/12 10 40%
Change Transition Plan
Jan Feb Mar
2012
40%
40%
70%
80%
100%
88%
20%
40%
26%
36
Change Transition Curve
TIME
Performance
Shock
Sudden
Awareness
Numbness
Denial
Blaming Self
Blaming others
Panic
Dread
Depression
Insecurity
Acceptance
Acknowledgement
Testing
Experimentation
Feelings of optimism
Hope
Renewed Energy
Discovery
Learning
Feelings of
satisfaction
Integration &
New meaning
37
Example:
Team Leaders
Senior Managers
Sender
Example: Project
Manager
Example:
Staff Users
Sender Example: Supervisor
Communication Plan (Option 1 Of 2)
Audience Key Messages Delivery Methods Date Length of Session
(if applicable)
Location
38
Audience Key Messages
Delivery
Methods
Date
Length of Session
(if applicable)
Location
Example:
Team Leaders
Senior Managers
Sender
Example: Project
Manager
Example:
Staff Users
Sender Example: Supervisor
Communication Plan (Option 2 Of 2)
39
Change Management Communication (1/2)
Communication Tools Matrix
Soft Skills
Hard Skills
Workgroup Newsletters
Incentives
Groups Individuals
Soft Skills Training
Off the job Training
Industry
Webcasts
Client/Vendors
Workshops
Client/Vendors
Surveys
Corporation
Mission Statement
C-Suite lead by example
Surveys
Corporate Newsletters
Team Development
Kick-off
Team coaching
E-Learning
Technical Workshops
Technical Symposiums
Coaching
Targeting email
Conflict Mediation
On the job Training
PR Team work
CxO video
Job Descriptions &
Goals
Focus Groups
Departmental
Newsletters
Town Hall Meetings
Internal WebcastsPress Releases
Marketing Team
Work
40
Change Management Communication (Option 1 Of 2)
Channelsunderdirect
controlofmanagement
› Department Meetings
› One-o-one meetings
› Town Hall Meetings
› Brown Bag Lunches
› Training courses and workshops
› Emails
› Corporate Newsletters
› FAQs
› Internal Memos
› Posters
› Intranet
› Market Place Changes
› Customer Inputs
Face-To Face
Options
Alternate
Under Direct
Control Of
Management
Channels Not Under
Direct Control Of
Management
41
Change Management Communication (Option 1 Of 2)
v
Channels Under Direct Control Of Management
› Market Place Changes
› Customer Inputs
Face-to Face Options Alternate under direct
control of management
› Department Meetings
› One-o-one meetings
› Town Hall Meetings
› Brown Bag Lunches
› Training courses and workshops
› Emails
› Corporate Newsletters
› FAQs
› Internal Memos
› Posters
› Intranet
Channels not under direct
control of management
42
Change Management Training
Session
Modules
Learning
Outcomes
Objectives
Length of
Training Session
Target
Audience
Delivery
Mode
Facilitator
43
Change Management Timelines
April
June
July
September
December
February
Diagnose Design Develop Deliver
Shared
Change Purpose
Visible
Change Leadership
Smart
Engagement &
Communication
Strong
Individual Performance
Supportive
Organization & Culture
Meaningful
Change Measurement
Define Future State
Define Change
Governance
Change Impact
Assessment
Change Management Plan
Develop Change Leaders
Support Change Leaders
Stakeholder Analysis
Build Change
Network
Stakeholder Communication
Knowledge & Skill
Assessment
Effective Performance Management Effective Talent Management
Effective Training & Knowledge
Management
Measure Change Progress
Assess Change Readiness
Culture Change
Analysis
Behaviour Change Plan
Business Process
Alignment Prepare organization Design Implement organization Design
44
Sustaining Momentum
45
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Building A Support System
For Change Agents
Staying The Course
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Developing New Competencies
& Skills
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audience's attention
Reinforcing New
Behaviors
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Providing Resource For
Change
46
Cost
of
Change
Management
Change Management Cost
Task Name Cost
Jan Feb Mar
1st Quarter
Top Down Plan
Strategy
Change
Readiness
Assessment
Execute
Change
Long Term
Sustainment
$80,000
2nd Quarter 3rd Quarter 4th Quarter
Apr May June July Aug Sep Oct Nov Dec
$15,000
$20,000
$20,000
$20,000
47
Feedback & Evaluation
Change Management Feedback
Sustaining The Momentum
Timeline For Implementation
Change Management Experience
Change Management Performance Dashboard
48
Change Management Questionnaire / Feedback
What were the key objectives of the change?
What was achieved once the change was implemented?
What has enabled you to sustain the change?
Did you effectively plan the change?
Would you do anything differently next time during the planning
stage?
Did you communicate with the right people at the right time in the
right way?
Would you use different communication strategies in the future?
What worked well with the change process?
What would you do differently next time?
What were the key lessons learned?
Comments/FeedbackDescriptor
49
Results
82%
78%
68%
66%
57%
31%
25%
15%
23%
32% 31%
41%
62%
60%
2% 1% 1%
9%
18%
1%
0
10
20
30
40
50
60
70
80
90
Strongly Agree Agree Disagree Strongly Disagree
Effective
Leadership at
all Levels
Strong Sense of
shared purpose one
that is Inspiring and
Engaging
Strong
Customer
Focus
Employee
Involvement and
Support for Change
Commitment to
Learning &
Change
Speed of Delivery
Balanced with
Effective
Governance
Understanding of
the Impact of the
Organization on
Society
50
Change Management Experience
Overall Effectiveness of Change Management Program
16%
46%
77%
96%
Poor (n=244)
Fair (n=653)
Good (n=834)
Excellent (n=165)
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
51
Change Management Performance Dashboard
Changes By Priority
6
24
40
27
6
Critical High Low Medium None
95%
5%
Emergency
abc
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
0 100
20
10
30
40
80
90
70
60
50
%Change Implemented within Target
%Changes Failed
%Emergency Changes
Average Change
Implementation Time
%High Risk Changes
Average Cost
Per Change
%Change Rejected
Change Management
Dashboard for Apr 09
Change Management Score
0 20 40 60 80 100
52
Change Management Icon Slide
53
Change Management Icon Slide
54
55
Coffee Break
Charts & Graphs
56
LineChart
0.5 0.8 1
1.6 1.9 2
2.4
2.8
3.4
1
1.5
2
2.5
3
3.5
4
5
6
0
2
4
6
8
10
2009 2010 2011 2012 2013 2014 2015 2016 2017
ExpenditureIn($Billions)
Years
› Product 01 › Product 02
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57
› Product 01 › Product 02
0
10
20
30
40
50
60
70
80
90
100
JAN FEB MAR APR MAY JUN JULY AUG SEP OCT NOV DEC
Profit(InThousands)
92%
80%
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Change Management PowerPoint Presentation Slides

  • 2. Table Of Content Table of Content Identify The Change Vision For Change Change Management Agents Change Management Framework Resistance And Risk Implementation Strategies Cost Of Change Feedback And Evaluation 2
  • 3. Identify The Change Types Of Change Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Forces For Change This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Vision For Change This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Gap Analysis This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Organization Change Readiness This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 3
  • 4. Types Of Change Management Systemic Management of the systemic changes associated with IT applications, architecture or infrastructure › System implementations › Software upgrades › Other it changes › IT professionals Project Management of score or schedule change for a specific › All Projects › Project Core Team › Extended Team Organizational Planning & implementing the tools, processes, skills & principles for managing the people side of change to achieve the required outcomes of a project or initiative › All Projects › Many System Implementations › Most Software Upgrades › Many other IT changes › Company Restructuring › Mergers & Acquisitions › Introducing new channels, brands or business Models › Targeted employees or departments › Ancillary Employees or Departments › IT Professionals › Stakeholders Description Used For Who Impacted 4
  • 5. Forces For Change Option 1 Option 2 Mergers & Acquisitions Political-Legal Reasons Electronic CommerceSocial-culture Reasons Privatizations New Technology Digital Convergence Knowledge Economy 5
  • 6. Define Your Vision (Option 1 of 2) Where you want to be › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here Where you are 6
  • 7. Step 1 Step 2 Step 3 Step 4 Step 5 Define Your Vision (Option 2 Of 2) › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here WhereYou WantToBe WhereYouAre 7
  • 8. Gap Analysis What What happen? What should it look like? What is different? What will be done to address the gap? Where Where is the confusion? Where will it change? Where will it be different? Where will it be addressed? When When is it done? When will it change? When are the differences needed? When will it be addressed? Who Who does the work? Who will do this? Who will identify & validate the gap? Who will make the decision & complete it? How How is it sequenced? How will it be timed & resourced? How will the gaps be improved? How will it be rolled out? Current State Future State Gap Actions to close Gap 8
  • 9. Organization Change Readiness Checklist (1/2) Business Unit / Product Group Actions Have the business unit contacts been selected & notified? Have the business unit contacts been briefed by the project team? Has the priority for this project been set by the business unit management team? Training Has the target training audience been identified and nominated? Has a training needs analysis been carried out? Is the training information sheet available? has the training provider been established? Has the training co-ordinator been provided with the training details and put in place the necessary arrangements? Will all field readliness criteria have been practically met prior to training roll-out? People Readiness Action Required When Completed Deliverable › Your Text Here › Your Text Here Implementation Team Leader › Your Text Here › Your Text Here Implementation Sponsor › Your Text Here › Your Text Here 9
  • 10. Organization Change Readiness Checklist (2/2) Information & Communications Technology (ICT) Is the auditing & metering tool configured? Content Have the approved procedures/policies been published? Do the proposed users have access to appropriate documentation? Business application Is there a software application relevant to this deliverable? Is there a support model for this application and are the details available for distribution? Has the relevant IT business unit been notified of Installation and support requirements? Systems Readiness Action Required When Completed 10
  • 11. Change Management Agents 11 Board Sponsors Leaders Team Members Stakeholders
  • 12. Change Management Board Change Manager (Chair) Release ManagerBusiness Case Representative Problem ManagerApplication Manager Secretary Finance Manager Service Level Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 12
  • 13. 78%22% LeadershipStakeholder Leadership 2 Leadership 1 Leadership 3 Leadership 4 Stakeholder 1 Stakeholder 2 Stakeholder 3 Stakeholder 4 Sponsorship Change Management Sponsors 13
  • 14. Define Role Of Leadership In CM 35% 33% 19% 8% 5% Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Energizing People This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Communication This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Charisma This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Competence This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 14
  • 15. Define Role Of Team Members › Take Responsibility For Key Initiatives › Coordinate Project Team › Report To Business Unit GM And Change Office On Project Progress Project Leaders › Develop Leadership Change Management Capability › Provide Ongoing Change Advice To Leaders Release Management Role › Coordinate Project Infrastructure & Integration › Prioritize And Plan Overall Project Timeframes Process Co-ordination Role › Take Responsibility For Key Initiatives › Coordinate Project Team › Report To Business Unit GM And Change Office On Project Progress Performance Management Role 15
  • 16. Role Of Key Stakeholders 16 Driving This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Advocacy This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Active Participation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Willingness This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Understanding This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 17. Change Management Framework 17 Process This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Plan This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Tools This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Models This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 18. Change Management Process › Identify the change & all the particulars of the change Initiate Change Request › Evaluate the effectiveness of the changes › Review the areas of resistance and prepare strategies to manage it Review › Identify the impact of changes › Anticipate and mitigate the risks › Develop implementation & release strategies Planning › Change request board reviews change request › CRB selects the process map based on the change request › CRB routes the plan for necessary approvals Review By Change Request Board › Rollout changes › Allocate resources › Communicate changes › Align system, structure & policies Implementation › Maintain momentum › Apply methods for continuous improvement Sustain 18
  • 19. Change Management Plan SR No Change Request # Priority Impacts Effort Hours $ $ Total Approved 1 Change Request # Priority Impacts Requirements 10 $100 $1000 Approved By 2 Change Request # Priority Impacts Design 20 $200 $4000 Approved By 3 Change Request # Priority Impacts Test 30 $300 $9000 Approved By 4 Change Request # Priority Impacts Implementation 40 $400 $16000 Approved By 5 Change Request # Priority Impacts Requirements 50 $500 $25000 Approved By 6 Change Request # Priority Impacts Design 60 $600 $36000 Approved By 7 Change Request # Priority Impacts Test 70 $700 $49000 Approved By 8 Change Request # Priority Impacts Implementation 80 $800 $64000 Approved By 9 Change Request # Priority Impacts Requirements 90 $900 $81000 Approved By 19
  • 20. Change Management Tools 20 Tools Job Impact Assessment Ascertain the impact of change on roles & people Stakeholder Analysis Identify stakeholder engagement levels for mutual solutions Change Impact Assessment Identify potential impact of change on the organization Change Effectiveness Assessment Determine the need to re-evaluate the current approaches to ensure sustainability of change Change Readiness Assessment Diagnose AS-IS situation & evaluate the employees readiness towards the change
  • 21. Change Management Models The Johari Window Kotter's Eight Phases of Change The ADKAR Change Model The McKinsey 7S Framework The Burke-Litwin Change Model Leavitt's Diamond Lewin's Three Stage Change Model Bridges' Transition Model Change Curve Model CM Models 21
  • 22. Lewin's Three Stage Change Model KEY ACTIVITIES “Making it Stick” › Set performance indicators › Monitor & evaluate performances › Establish systems to make it happen › Establish controls to check it is happening › Rewards for new behaviour › Sanction (or lack of reward) for old behaviour › A period of relative stability (consolidate) Refreezing “Implementation” › Praise › Encouragement › Recognition & empathy › Coach › Train › Lead › Manage › Help & guidance › Regular feedback › Provide adequate resources Changing “Readiness to Change” › Educate (everyone understands) › Inform (what, why, when, how) › Consult (seek views & ideas, allow thinking time, use others’ ideas ) › Plan (objectives, resources, time- scales, measures, budgets) › Organise (work plans) › Appoint (leaders, managers, teams) Unfreezing 22
  • 23. ADKAR Model ADKAR MODEL PhasesofaChangeProject Phases of Change for Employees Awareness Desire Knowledge Ability Reinforcement Implementation Post - Implementation Concept & Design Business Need Successful Change 23
  • 24. Bridge Transition Model Ending Transitions New Beginning Uncertainty ExplorationSkepticism Commitment 24
  • 25. Szpekman's Communication Framework Managers Knowledge / Skill Emphasis › Competency Models › Hiring Processes › Orientation Programs › Training & Development › Feedback & Coaching › Talent Planning Measures › Performance Management › 360 degree Feedback › Employee Surveys › Performance Metrics & Benchmarks Rewards › Compensation Plans › Benefits › Recognition Programs › Promotions Structure / Process › Organization Structure › Career Paths › Policies & Procedures › Roles & Responsibilities › Tools & Support Leadership › Vision & Strategy › Agenda Items › Questions › Praise › Resources › Assignments › Symbolic Behavior Communication › Communication Plans › Print & Electronic Media › Face-to-Face Communication 25
  • 26. Roger's Technology Adoption Curve Innovators Early Adopters Early Majority Late Majority Laggards 26
  • 27. Risk & Barriers 27 Risk Assessment Resistance to Change Resistance Management Plan
  • 28. Risk Assessment Identify the risk and assess the significance and likelihood of it occurring and plan the contingency. › What risks may occur upfront? › Identify the key concepts that may arise along the way Identify the risk and assess the significance and likelihood of it occurring and plan the contingency. › What risks may occur upfront? › Identify the key concepts that may arise along the way Identify the risk and assess the significance and likelihood of it occurring and plan the contingency. › What risks may occur upfront? › Identify the key concepts that may arise along the way Identify the risk and assess the significance and likelihood of it occurring and plan the contingency. › What risks may occur upfront? › Identify the key concepts that may arise along the way Date of risk occurring Brief Description of Risk Low Medium High Mitigation Action Approval of Commencement Date of Commencement Risk No. 28
  • 29. Risk Matrix A Medium High High Very High Very High Almost Certain B Medium Medium High High Very High Likely C Low Medium High High High Possible D Low Low Medium Medium High Unlikely E Low Low Medium Medium High Rare 1 Insignificant 2 Minor 3 Moderate 4 Major 5 CatastrophicLikelihood Key Very High Risk Do Something to control the risk ImmediatelyHigh Risk Medium Risk Do something about these risks Low Risk Does not need immediate attention Consequences 29
  • 30. 1. Lack of understanding of the purpose and drives for the changes There maybe a lack of understanding of the purpose of the project. There maybe lack of awareness of the need for the change to occur. 2. Feeling of losing control People support what they have helped to create. If they feel they have not had sufficient input, resistance usually increases. 3. Lack of support from various levels in the organization If people perceive that key individuals or groups in their area are not genuinely supportive of the project, their acceptance is difficult to secure. 4. Feel there is a real threat to my existing power, job security or personal and career goals Resistance is increased if people believe the change will result greater emotional or career costs relative to what they may gain. 5. Concerns about a lack of skills and knowledge People may resist change if they do not possess the skills or the ability for optimal performance during and after the change. 6.High level of impact on daily work patterns Failure to acknowledge and if possible, minimise the impact of project teams activities and changes on people work patterns tends to promote distrust and allentation. 7. Lack of time to absorb the changes The ability of staff to assimilate the change and all its consequences must be assessed. 8. High level of uncertainty Sometimes just the uncertainties of the situation can make people react negatively. 9. Adverse changes to key working relationships Adversely affecting the way they relate to others or who they work with or who they report to. 10. High level of past resentments and dislikes People may distrust or dislike sponsors or change agents or have had negative experience around change a lack of acceptance and enthusiasm for the change will quickly materialise. 11. Lack of incentives and rewards Change involves learning and learning usually involves errors. When people are not given the freedom to make mistakes while learning they become afraid. People need to be rewarded for accomplishing the change in the form of something they truly value. Resistance Assessment Survey Below is a list of potential areas for resistance that you maybe experiencing in the implementation of the SLM project. For each area indicate the degree to which you agree or disagree by placing your response in the box from the following scale. 1 (Strongly disagree) Assess the across individually and highlight any scores that are greater than three. This area should then become your primary focus for the greatest resistance to your project. Area of Resistance Description Rating 2 (Disagree) 3 (Neither agree or disagree) 4 (Agree) 5 (Strongly Agree) 30
  • 31. Resistance To Change (1/2) 10% 20% 30% 40% 50% 60% 70% 80% 90% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Inadequate Team & Users Skills Technology users not Involved Resistance to Change Limitation Of Existing System Lack of Executive Commitment Lack of Executive Champion Unrealistic Expectation Lack Of Cross- Function Team Project Charter Too Narrow 31
  • 32. Resistance To Change (2/2) Low Medium High 10% 20% 30% 40% 50% 60% 70% 80% 90% Inadequate Team & Users Skills Technology users not Involved Resistance to Change Limitation Of Existing System Lack of Executive Commitment Lack of Executive Champion Unrealistic Expectation Lack Of Cross- Function Team Project Charter Too Narrow 32
  • 33. Resistance Management Plan 33 Key Areas of Resistance Actions to address Resistance Responsible Person › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here › Your Text Here
  • 34. Implementation Strategies Change Transition Plan Communicating the Change Change Management Training Timeline for Implementation Sustaining the Momentum 34
  • 35. Change Transition Plan Preparation Announcement Grievances New Positions Team 1 Telecoms/PC Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Management Owner ABC Communications Owner ABC H.R Owner ABC Staff Relocation Owner ABC IT Owner ABC Jan 5 - Mar 1 Feb 2 - Mar 14 Mar 14 – May 2 May 25 – Oct 20 Oct 21 – Nov 15 Nov 16 – Dec 20 Jan 10 Milestone 1 Mar 7 Milestone 2 Milestone 3 Mar 14 Jun 29 Milestone 4 Oct 20 Milestone 5 Nov 30 Milestone 6 35
  • 36. Tasks Start Duration (Days) % Complet e 02 09 16 23 30 06 13 20 27 05 Task 1 1/2/12 35 26% Sub Task 1.1 1/2/12 10 40% Sub Task 1.2 1/12/12 25 20% Task 2 1/2/12 66 88% Sub Task 2.1 1/2/12 30 100% Sub Task 2.2 2/1/12 25 80% Sub Task 2.3 2/27/12 10 70% Task 3 1/2/12 10 40% Sub Task 3.1 1/2/12 10 40% Change Transition Plan Jan Feb Mar 2012 40% 40% 70% 80% 100% 88% 20% 40% 26% 36
  • 37. Change Transition Curve TIME Performance Shock Sudden Awareness Numbness Denial Blaming Self Blaming others Panic Dread Depression Insecurity Acceptance Acknowledgement Testing Experimentation Feelings of optimism Hope Renewed Energy Discovery Learning Feelings of satisfaction Integration & New meaning 37
  • 38. Example: Team Leaders Senior Managers Sender Example: Project Manager Example: Staff Users Sender Example: Supervisor Communication Plan (Option 1 Of 2) Audience Key Messages Delivery Methods Date Length of Session (if applicable) Location 38
  • 39. Audience Key Messages Delivery Methods Date Length of Session (if applicable) Location Example: Team Leaders Senior Managers Sender Example: Project Manager Example: Staff Users Sender Example: Supervisor Communication Plan (Option 2 Of 2) 39
  • 40. Change Management Communication (1/2) Communication Tools Matrix Soft Skills Hard Skills Workgroup Newsletters Incentives Groups Individuals Soft Skills Training Off the job Training Industry Webcasts Client/Vendors Workshops Client/Vendors Surveys Corporation Mission Statement C-Suite lead by example Surveys Corporate Newsletters Team Development Kick-off Team coaching E-Learning Technical Workshops Technical Symposiums Coaching Targeting email Conflict Mediation On the job Training PR Team work CxO video Job Descriptions & Goals Focus Groups Departmental Newsletters Town Hall Meetings Internal WebcastsPress Releases Marketing Team Work 40
  • 41. Change Management Communication (Option 1 Of 2) Channelsunderdirect controlofmanagement › Department Meetings › One-o-one meetings › Town Hall Meetings › Brown Bag Lunches › Training courses and workshops › Emails › Corporate Newsletters › FAQs › Internal Memos › Posters › Intranet › Market Place Changes › Customer Inputs Face-To Face Options Alternate Under Direct Control Of Management Channels Not Under Direct Control Of Management 41
  • 42. Change Management Communication (Option 1 Of 2) v Channels Under Direct Control Of Management › Market Place Changes › Customer Inputs Face-to Face Options Alternate under direct control of management › Department Meetings › One-o-one meetings › Town Hall Meetings › Brown Bag Lunches › Training courses and workshops › Emails › Corporate Newsletters › FAQs › Internal Memos › Posters › Intranet Channels not under direct control of management 42
  • 43. Change Management Training Session Modules Learning Outcomes Objectives Length of Training Session Target Audience Delivery Mode Facilitator 43
  • 44. Change Management Timelines April June July September December February Diagnose Design Develop Deliver Shared Change Purpose Visible Change Leadership Smart Engagement & Communication Strong Individual Performance Supportive Organization & Culture Meaningful Change Measurement Define Future State Define Change Governance Change Impact Assessment Change Management Plan Develop Change Leaders Support Change Leaders Stakeholder Analysis Build Change Network Stakeholder Communication Knowledge & Skill Assessment Effective Performance Management Effective Talent Management Effective Training & Knowledge Management Measure Change Progress Assess Change Readiness Culture Change Analysis Behaviour Change Plan Business Process Alignment Prepare organization Design Implement organization Design 44
  • 45. Sustaining Momentum 45 This slide is 100% editable. Adapt it to your needs & capture your audience's attention Building A Support System For Change Agents Staying The Course This slide is 100% editable. Adapt it to your needs & capture your audience's attention This slide is 100% editable. Adapt it to your needs & capture your audience's attention Developing New Competencies & Skills This slide is 100% editable. Adapt it to your needs & capture your audience's attention Reinforcing New Behaviors This slide is 100% editable. Adapt it to your needs & capture your audience's attention Providing Resource For Change
  • 47. Change Management Cost Task Name Cost Jan Feb Mar 1st Quarter Top Down Plan Strategy Change Readiness Assessment Execute Change Long Term Sustainment $80,000 2nd Quarter 3rd Quarter 4th Quarter Apr May June July Aug Sep Oct Nov Dec $15,000 $20,000 $20,000 $20,000 47
  • 48. Feedback & Evaluation Change Management Feedback Sustaining The Momentum Timeline For Implementation Change Management Experience Change Management Performance Dashboard 48
  • 49. Change Management Questionnaire / Feedback What were the key objectives of the change? What was achieved once the change was implemented? What has enabled you to sustain the change? Did you effectively plan the change? Would you do anything differently next time during the planning stage? Did you communicate with the right people at the right time in the right way? Would you use different communication strategies in the future? What worked well with the change process? What would you do differently next time? What were the key lessons learned? Comments/FeedbackDescriptor 49
  • 50. Results 82% 78% 68% 66% 57% 31% 25% 15% 23% 32% 31% 41% 62% 60% 2% 1% 1% 9% 18% 1% 0 10 20 30 40 50 60 70 80 90 Strongly Agree Agree Disagree Strongly Disagree Effective Leadership at all Levels Strong Sense of shared purpose one that is Inspiring and Engaging Strong Customer Focus Employee Involvement and Support for Change Commitment to Learning & Change Speed of Delivery Balanced with Effective Governance Understanding of the Impact of the Organization on Society 50
  • 51. Change Management Experience Overall Effectiveness of Change Management Program 16% 46% 77% 96% Poor (n=244) Fair (n=653) Good (n=834) Excellent (n=165) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 51
  • 52. Change Management Performance Dashboard Changes By Priority 6 24 40 27 6 Critical High Low Medium None 95% 5% Emergency abc 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 0 100 20 10 30 40 80 90 70 60 50 %Change Implemented within Target %Changes Failed %Emergency Changes Average Change Implementation Time %High Risk Changes Average Cost Per Change %Change Rejected Change Management Dashboard for Apr 09 Change Management Score 0 20 40 60 80 100 52
  • 57. LineChart 0.5 0.8 1 1.6 1.9 2 2.4 2.8 3.4 1 1.5 2 2.5 3 3.5 4 5 6 0 2 4 6 8 10 2009 2010 2011 2012 2013 2014 2015 2016 2017 ExpenditureIn($Billions) Years › Product 01 › Product 02 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 57
  • 58. › Product 01 › Product 02 0 10 20 30 40 50 60 70 80 90 100 JAN FEB MAR APR MAY JUN JULY AUG SEP OCT NOV DEC Profit(InThousands) 92% 80% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Line Chart 58
  • 59. StockChart 0 10 20 30 40 50 60 70 0 20 40 60 80 100 120 140 160 FY '14 FY '15 FY '16 FY '17 FY '18 Volume Open Low High Close This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. › Product 01 › Product 02 59
  • 60. Line Chart 100% 0 10 20 30 40 50 60 70 80 90 100 FY '12 FY '13 FY '14 FY '15 FY '16 FY '17 FY '18 SalesInPercentage(%) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. › Product 01 › Product 02 60
  • 62. Our Mission 62 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 63. Our Team 63 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation
  • 64. 64 01 02 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Care This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Creative Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Expand Company About Our Company
  • 65. “ The value of an Idea Lies In the using of it.” “ I’m Conservative, but I’m not a nut about it.” Quotes 65 - Thomas Edison - George .W. Bush This is a representative image, and should be replaced by your own image. Just right click and replace image.
  • 66. This is a representative image, and should be replaced by your own image. Just right click and replace image. $ 30 This is a representative image, and should be replaced by your own image. Just right click and replace image. $ 60$ 10 This is a representative image, and should be replaced by your own image. Just right click and replace image. Financial 66
  • 67. Comparison 12:51 MINUTES/DAY AVG.TIME SPENT ON TWITTER 1,230,000,000 USERS 18 MINUTES/DAY AVG.TIME SPENT ON FACEBOOK 645,750,000 USERS This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 67
  • 68. Our Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 68
  • 69. Puzzle 01 02 0304 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 69
  • 70. 70 01 04 03 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Venn
  • 71. Target Target 01 Target02 Target03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 71
  • 72. Mind Map This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 72
  • 73. Bulb Or Idea This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 73
  • 74. 74 Address # street number, city, state Contact Numbers: 0123456789 Email Address: emailaddress123@gmail.com Thank You