Prosci Change Management Methodology Bahrain

Customs Affairs OFOQ project Case study

 Presented by Ibrahim Hassan Bihery PMP
Program and project management Consultant at
 Agenda

Methodology

Bahrain Customs OFOQ project Case study

Challenges and lessons learned

 Methodology

• Change management definition

• Primary reasons for applying change management in projects

• Projects which are good candidates for applying change management

• What is Prosci’s Organizational change management process

• The five building blocks of successful individual change ,Procsi ADKAR model

• Procsi organizational change manage processes

• Connecting individual and organizational change management

Change Management Definition
Change Management Definition-continued

OR
Primary reasons for applying change management in projects

Organizations
understand,,
Increase
accept, and
probability of
support needed
project success
business
changes

Manage Build change

employee competency
resistance to into the
change organization
 Projects which are good candidates for applying change
management

Projects that
impact wide
range of people ’ road , dams
behaviors and constructions
work processes
e.g.

business
merger or
process re-
acquisition
engineering
ICT projects
What is Prosci’s Organizational change management process

A structured process for managing the ‘people side’ of change on a project or

initiative
• Research-based
• Holistic
• Easy-to-apply
• Scalable
The five building blocks of successful change

Prosci ADKAR Model

Awareness Awareness of the need for change

Desire to participate and support the

Desire
change

Knowledge Knowledge on how to change

Ability to implement required skills and

Ability
behaviors

Reinforcement Reinforcement to sustain the change

Prosci’s Organizational change management process & Plans
Prosci’s Change Management Process
Prosci’s Organizational change management process-continued

Communication Plan

Sponsor Roadmap

Training Plan

Resistance Management

Coaching
Connecting individual and organizational change management

Organizational change Individual phases of

management tools change (ADKAR)

Communications Awareness

Sponsor roadmap Desire

Training Knowledge

Resistance mgmt Ability

Coaching Reinforcement

© Prosci
 Bahrain Customs Affair OFOQ Project Case Study

• OFOQ project & Its Objectives

• BCA Change characteristics assessment results

• BCA Organizational attributes assessment results

• BCA Change Management Plans (Communication Plan, Sponsor Roadmap, Training Plan,

Resistance Management Plan, Coaching)

• Assessing the results

• Challenges & lessons learned

OFOQ project & Its Objectives

OFOQ project scope is to supply, install commission, operate & maintain an

integrated Trade Facilitation System (ITFS) to support and reengineer BCA
business processes.

Revenue

ITFS

Facilitation Protection
OFOQ project & Its Objectives-Continued

• To replace the existing eCAS with a fully fledged trade facilitation system that will
significantly streamline & enhance the Custom Affairs back-end & front-end operations
• To be in line with the Kingdom of Bahrain’s 2030 vision & support Bahrain’s aspiration
of becoming the leading Trade hub in the region
• To provide best-in-class services to the business community, support the Kingdom’s
aspirations to become a regional & global trade hub & adhere to national &
international security requirements
• To promote increased trade between the Kingdom of Bahrain & the international
trading community through the fast & efficient application of customs controls, policies
& procedures, together with revenue collection, whilst at the same time mitigating
associated risks to ensure security & public safety.
BCA Change characteristics assessment results
 BCA Organizational attributes assessment results

Change of Bahrain Customs will be easy

Employees culture accepts change
for the following reasons:

• More than 70% of the employees’ age

is below 50 • Employees have a homogeny Cultural
• Management is centralized background
• Noticeable part of the employees • Employees are loyal to the
have military background organization and leadership
• Employees have a homogeny Cultural
background
• The kingdom is small and number of
employees is very less.
BCA Change Management Plans
Communication Plan
Communication Plan -Continued

Different messages articulated to each group and will be

communicated as below
Initially
Media of communication is defined as follows:

Before going
live in each Letters and
outlet A town hall
Presentations brochure to Letters to
event for
to Top and Middle Government
Importers ,
After going senior management , regularity
exporters and
live in each management supervisors and organizations
clearing agents
outlet Employees
Sponsor Roadmap
Target group Activity Notes
A message to the project This message can be
team recognizing their effort communicated in a
with the project team
and encouraging them short meeting or send
by e-mail to all of them
A town hall meeting
With trade
announcing the project and
community and
highlighting the expected
clearing agents
benefits
A message to all employees Can be distributed in a
assuring them that the form of flyer and
initially experienced through e-mail
difficulties with the system
with employees
will gradually be overcome
and requesting them to
interact with the new system
positively
Training Plan

Training needs Assessment Training outcome Assessment Training Attendance

Resistance Management Plan

Symptoms of Resistance
Not performing tasks
required by the project Raising un-objective Intentionally entering
Spreading rumors
e.g. not attending concerns wrong data
trainings or workshops

Root Cause for Resistance

Insufficient
None awareness No desire for Disability in using
knowledge of the
of the change change the system
system
Resistance Management Plan-Continued

Groups who may resist the change

Some Reasons for the Resistance

middle
managers
and
supervisors

Outlets Lack of knowledge

Difficulties faced Adherence to the
employees of the customs
at port and airport old
best practices
Clearing
Agents
 Resistance Management Plan-Continued
Tactics to handle Resistance

• Prepare a log for all employees to register their concerns and comments. Analyze the
log , respond to and consider objective concerns

• Explain benefits of each audience group

• Convert the strongest dissenters

• Use carrot and stick if necessary

• Communicate and implement consequences of supporting the change

• Conduct intensive training to those who require it

• Ongoing Coaching by immediate supervisor/manager

• Remove barriers e.g. upgrade and replace clients’ machines

Resistance Management Plan-Continued
Root cause How to overcome

None awareness Republish the awareness messages using new media channels
of the change

No desire for 1. Prepare a log for all employees to register their concerns and comments.
change Analyze the log , respond to it and consider objective concerns
2. Explain benefits of each audience group
3. Convert the strongest dissenters
4. Use carrot and stick if necessary
5. Communicate and implement consequences of supporting the change
Insufficient Conduct intensive training to those who require it
knowledge of the Ongoing Coaching by immediate supervisor/manager
system

Disability in using Remove barriers e.g. upgrade and replace clients’ machines
the system
Coaching Plan

The plan is of three stages:

enable middle Develop individual
Conduct groups coaching
management and employees (this is an on
by middle management
supervisor to coach their going activity which will
and supervisor
subordinates span beyond the project)
Assessing the results

Feedback analysis

Corrective action plan

Incentives and celebrating successes

Challenges & lessons learned
Challenges & lessons learned -Continued

Professional project
manager is a must in Change
any project management should
(Business domain be handled in
expert is not enough structured
to grantee success)

Change IT Projects in
management government
activities should organizations can
start in very early not succeed without
stage of the project Lessons proper change
management
if not before the
project initiation Learned