Case Study Graphic-01
Utilities

2 mins

Leading Water Utilities Company Builds the Capacity for Absorbing Changes

Leading Water Utilities Company Builds the Capacity for Absorbing Changes

1
Single approach to change management

30
Certified change management practitioners

1
Roadmap for change management maturity

The Challenge

One of the UK’s leading water utilities providers wanted to develop change management capabilities across the organisation, to be able to drive change more effectively. 

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“Our client was able to start to assess change management capability within their organisation and develop their own plans. The Enterprise Change Management (ECM) approach has enabled them to understand change management capability as journey requiring long-term investment which positively impacts the organisation and helps to support successful delivery of their business strategy and performance."

— Prosci Change Delivery Team

The Solution

  • Train a core change management team in exclusive sessions 
  • Enable key roles in the project delivery teams, operations, IT and HR to manage change effectively 
  • Develop a common approach to change management that included partner organisations 
  • Assess the company’s change management maturity level to devise plans and roadmaps 
  • Lead team joined Prosci’s Enterprise Change Management Boot Camp to understand how to manage change from a “bigger picture” perspective  

The Approach

Step 1: Discussing and Establishing the Objectives 

Having worked with the client for a few years, we discussed in detail what the concept of change management might look like for their organisation. It became clear that there was a need to build capacity for employees to absorb change more effectively, understanding that thousands of customers may eventually be impacted by these changes.  

Step 2: Practitioner Training for Individuals 

Consequently, a few individuals from within the organisation enrolled on a Prosci Change Management Practitioner Certification Program. Prosci understands change as a three-phase process, and on the course, we trained and coached the individuals in the necessary skills to execute each stage, as they applied Prosci tools to their respective change initiatives. 

Step 3: Closed Group Courses for the Client and Partners 

With the few individuals having experienced the success of this course first -hand, our client entrusted us with delivering Certification training exclusively for teams from their organisation. These closed-group courses enabled their teams to focus solely on their organisation’s change projects during the training and provided the opportunity to involve some of their senior leaders. 

While the organisation had chosen to develop a small team of change specialists centrally, they also trained others across departments thereby employing a dispersed model of change practitioners throughout the organisation. In this way, key roles – from those in the project delivery teams, operations, events and IT through to HR – are equipped to manage change effectively, contributing to the organisation’s change management capability as a whole. 

A change network was built. With individuals from some partner organisations also participating in the training, a common approach to change management was able to filtrate across the network of partners: an important step for our client, who relies on the expertise of these partners to help them support and deliver their services. Developing a common approach and ‘language’ for change has strengthened their collective change management capabilities through their growing change community. 

A common approach to change management enabled them to filtrate across the network of partners,... an important step for our client. 

Step 4: Enterprise Change Management Bootcamp 

Within its smaller team of change specialists, our client enrolled several of their lead team on our Prosci Enterprise Change Management Boot Camp – a workshop tailored specifically to plan and develop a plan to build organisational change as a core competency enterprise-wide. In this workshop the client was able to understand how change management manifests within their business from a ‘bigger picture’ perspective.  

The Prosci Change Management Maturity Audit (CMMA) tool enabled them to assess the maturity of change management within their organisation in the present so that they were able to develop plans and a roadmap of activity as to how mature they aim to be in one, two, five or ten years. 

The Results

Our client was able to start to assess change management capability within their organisation and develop their own plans – such as learning how to build change management into roles at all levels, into their projects and their company vocabulary. The Enterprise Change Management (ECM) approach has enabled them to really understand change management capability as journey requiring long-term investment which positively impacts the organisation and helps to support successful delivery of their business strategy and performance. 

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