From transition to long-term success: mastering the OCM journey

"However beautiful the strategy, you should occasionally look at the results.” -- Winston Churchill

Last year, we launched a three-part series detailing effective Organizational Change Management (OCM) strategies. The first two articles were "Creating Opportunities to Embrace Change: 3 Steps for a More Adaptable Workforce" and "How to Measure the Effectiveness of Organizational Change Management". This installment concludes the series by delving into the trends, strategies and essential steps needed to seamlessly transition and imbed changes from a program to long-term, operational skills, behaviors, and values of an organization.

In the dynamic field of OCM, providing robust and forward-thinking interventions is crucial to making changes sustainable and engrained in an organization’s culture. Within this blog, we detail how NTT DATA defines effective transition once a program concludes and how we work with our clients to achieve long-term success.

What does long-term success look like?

Achieving long-term success after an organization undergoes one or multiple transformations requires the consistent practice of behaviors that support the changes on a daily basis. These behaviors are driven by robust and targeted change interventions and initiatives.

Several indicators collectively ensure the enduring success of these change initiatives. Let's explore these indicators in detail.

• Consistency: The change interventions are consistently applied and integrated into the organization's daily operations. For example, if a new project management tool is introduced, it becomes the standard for all teams, and regular training sessions are held to ensure everyone is proficient in using it.
• Adaptability: The organization can adapt and evolve to meet new challenges and opportunities after undergoing a transformation. For example, after implementing a new system or process, the organization can continue to adapt as the system or process evolves and improves upon its original intent. This could include providing valuable insights into customer behavior, identifying new market opportunities, or increasing overall efficiency.
• Employee Engagement: Employees are engaged and committed to the changes, actively contributing to their success. An example of this is when employees participate in feedback sessions and suggest improvements, showing their investment in the change process. Additionally, recognition programs can highlight and reward employees who champion the changes.
• Continuous Improvement: The organization continuously seeks ways to improve and enhance the changes, ensuring their long-term effectiveness. This involves creating a culture that supports continuous improvement and innovation. For example, regular review meetings are held to assess the impact of changes, and teams are encouraged to experiment with new ideas and approaches to keep the changes relevant and effective over time.

Why the transition phase is important

Transitioning is a crucial phase where newly implemented changes become fully integrated into daily operations. This ensures that the organization continues to function efficiently and effectively while maintaining the intended benefits of those changes.

Recent trends indicate that organizations that focus on this transition phase tend to experience higher rates of sustained success.

This is largely due to the establishment of clear sustainment goals early in the program, which sets the stage for long-term success. Here are some key statistics that highlight the importance of this phase:

• Only 12% of organizations report that their transformation goals were sustained for more than three years (McKinsey & Company, 2023). This low percentage underscores the critical need for organizations to develop more robust and comprehensive transition plans. These plans should focus on sustainment and the establishment of new cultural norms to ensure that the benefits of transformation are maintained over the long term. It highlights the importance of not just implementing changes but also ensuring that these changes are effectively integrated and sustained within the organization.

• According to Prosci research, sustainment is a vital component of effective change management. There is a strong correlation between successful change management and long-term project success. Projects with excellent change management are up to seven times more likely to meet or exceed their strategic goals and objectives compared to those with poor change management (Prosci, 2024). This underscores the necessity for organizations to prioritize and invest in robust change management strategies to ensure the long-term success of their projects.

• According to Gartner^®, “Organizations also face persistent skills gaps that cannot be addressed through traditional development approaches alone. Gartner research indicates that skill changes now are outpacing levels at the height of the pandemic; a May 2024 Gartner survey of 3,375 employees found that only half feel equipped to respond to unexpected changes in their work.”

We believe this highlights a significant gap in employees' readiness and adaptability to unforeseen changes, which could impact their performance and the overall success of the organization. It underscores the need for better training, resources, and support systems to help employees feel more confident and capable of managing unexpected changes. (Gartner, 2024).

Establishing a solid foundation for long-term success is crucial, and effective change management plays a significant role in achieving this success. By consistently focusing on clear sustainment goals from the outset and actively involving stakeholders throughout the process, organizations can create a seamless transition that fosters employee engagement and commitment. How effective change management facilitates successful transitions At NTT DATA, we understand that our job isn't complete until we establish a solid and executable change management plan for our clients.

This plan, developed during the initial phase of a program, encompasses key deliverables, activities and tasks designed to ensure a smooth transition and successful program conclusion. The following list provides some of these key activities required for maintaining the benefits of change initiatives and driving ongoing organizational growth.

1. Establish a vision and engage stakeholders: Establishing a vision for the program will not only align leadership with organizational goals but also set the mission and strategic enablers to ensure the program's success. This involves engaging key stakeholders early, often, and throughout the transition process to foster accountability and commitment, such as setting up a change network of subject matter experts, key users, or change champions. Such engagement helps address any resistance to change and ensures everyone is aligned with the transition goals.
2. Provide ongoing learning opportunities: Equip employees with the necessary skills and knowledge to maintain new processes and use new technologies, such as coaching or on the job training, but also establish ways for ongoing learning once a program concludes, such as self-paced training or online course materials. Learning should also be tailored to meet the needs of different groups within the organization, ensuring everyone is prepared for the transition.
3. Create feedback loops and monitor progress: Establish mechanisms such as surveys, town hall forums, or manager roundtables to gather feedback from employees about their experiences with the program and what long-term success looks like. This approach allows for real-time adjustments and continuous improvement, ensuring that any issues are promptly addressed and change interventions are swiftly implemented to address any gaps. Continuous monitoring and evaluation of performance metrics are essential to track progress and make necessary adjustments as well. This helps ensure that the new processes are effectively integrated into the organizational culture.
4. Implement support structures: Creating support structures, such as help desks, user groups, and online resources, can provide essential assistance to employees as they adapt to new changes and transition to long-term operations. Visible and consistent support from leadership reinforces the importance of the new practices. Leaders should remain involved and committed to the changes, providing guidance and support throughout the transition and beyond. For instance, regular check-ins and updates from leadership can help address any concerns and ensure that everyone stays aligned with the new processes.

In conclusion, the transition phase following the conclusion of a program is critical and requires careful planning, active engagement, and robust support through effective change management. By adhering to the guidance outlined in this article, organizations can ensure that change management is integrated not only early in their programs but also throughout the process.

Our approach helps embed new changes into the organization's culture and operations, leading to lasting benefits and continued success.

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