ChangeMark Introduction

   ChangeMark Overview

   Change Process Model

       Assess

       Develop

       Transition

       Execute

       Internalize

   Actions and Deliverables

   Change Assumptions

   Change and People

   Change and Context

   Change and Future State

   Consulting Services

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The structural foundation to support the numerous building blocks of change is to identify and understand the assumptions associated with each change initiative.  This is accomplished by constructing an extensive and well-defined assumption table.  Generally, the table consists of a broad number of assumptions within the following categories:

	The Organization (people, culture, skill sets)
	The Infrastructure (systems, practices, processes)
	The Business (growth, costs, service)
	The Customer (satisfaction, loyalty, relationships)

Typical examples include:

Key Assumptions of This Change Initiative.

Our strategic business model will change.

There will be reorganization of some departments.

There will be a reskilling of the workforce.

There will be new or different business systems.

There will be customer training.

This is not a consolidation exercise.

There will be interruptions (planned and unplanned).

The key to our future success is moving from ‘A’ to ‘B”.

Call Center Change Assumptions.

Customer service will be better (higher satisfaction).

Customer service will be cheaper (lower cost).

Customer service will be faster (more effective).

There may be new hardware, software, and equipment.

Call Centers may, or may not be co-located within each facility.

(some services may be centralized, some regional, some satellite, some remote, some home-based).

Customer demands require systems visibility and self-serve access.