Business Process Management: Profiting From Process

Ten Critical Success Factors for Effective Human Transition

To summarize the key issues of this chapter, keep in mind a number of considerations in helping stakeholders navigate the often-painful journey of change. My top 10 follow:

1. Vision. With a well-defined destination provided by a clearly defined result or set of stakeholder criteria, the journey is never in doubt.

2. Communications and information. Openly providing sufficient information about who, what, when, where, why, and how reduces uncertainty, mixed messages, and confusion. The communication must be relevant and timely, and deal with the genuine concerns as they vary over time.

3. Participation and collaboration. Participants who create their own solutions will thereby embrace them. Collaborators ...