Creation of a Change Management Office within a TMO



A large global retailer was creating a shared service in support of multiple global brands to leverage top talent, business processes and efficiencies. The company had created a transformation management office (TMO) that was responsible for all transformation initiatives across the brands that increased top line sales and customer engagement while decreasing costs to impact the bottom line profits of the overall company. 
Imagining IT Differently

Imagining IT Differently

ISG was brought in to develop a change management office (CMO) that would live within the transformation management office and support each initiative in a consistent manner. This meant establishing the CMO, providing the methodology to be used and building the templates, tools and resources to guarantee success of critical initiatives and keep employees engaged and part of the process. The new CMO would not only guarantee success of these critical initiatives but also help keep the company's employees engaged and part of the process. This was to reach the following milestones:

  • Help the company hire a new change management leader who would be assigned to the transformation team to lead the activity for the overall organization
  • Assist in setting up the CMO and help provide the methodology to be used and the templates, tools and resources to do so most efficiently
  • Help to institutionalize the office into the organization and ensure there is a clear understanding of the value the CMO will add as well as a governance process in working with the CMO
  • Align the CMO with the transformation initiatives
  • Conduct a change impact analysis to determine the level of change across all initiatives to ensure there is no “change fatigue” 
  • Provide resources as needed to supplement the work around change management and training

Future Made Possible

Our deliverables included the following:

  • Identify the purpose and vision of the organization that is aligned with the brands needs
  • Identify metrics of success on how success will be measured related to the internal “customers”
  • Design and establish a CMO vision & mission
  • Create change management methodology, tools and templates
  • Align the change management methodology with project management
  • Engage key leaders and stakeholders to support the CMO
  • Raise awareness of change management and the CMO
  • Develop change management knowledge & skills in employees around the model and template
  • Execute established change management process on all transformational projects to set an example and prove the value, establish small wins
  • Report out a dashboard on all change initiatives and how they are trending towards the established metrics
  • Measure and show change management results / successes in the audience's language
  • Change the culture to view change management as a key part of project implementations and as a competency and help create a change “capable” and “resilient” organization
  • Ensure the CMO is part of the planning of all critical initiatives so that OCM can be considered accordingly as part of the project methodology

Our impact was felt throughout the organization. Key results included the following for the company:

  • Hired a Change Management Officer for the CMO
  • Created the standard of using Head, Heart and Hands as the Change Management Model
  • Helped create standard templates to be utilized for each transformational project – OCM in a box
  • Conducted a change impact analysis to review change across the organization and identify any over-lap and inefficiencies to be corrected.
  • Created an “adoption scorecard” that is reported on for each steering committee 
  • Created a governance process on how each transformational initiative will incorporate change management and the level of “sophistication”