10 TOPDESK ON TOUR

Photography: Menno van der Bijl

JUDITH DISBERG
is an IPMA-certified project leader who has helped with several large TOPdesk implementations.

ROBBERT PETTERSON
is a TOPdesk consultant with a lot of experience with large projects.

MAKING CHANGE HAPPEN

It is easy to talk about willingness to change, but how do you actually achieve it? We asked TOPdesk on Tour visitors. In this article we will share their (sometimes unconventional) answers.

During some editions of this years TOPdesk on Tour, we gave a presentation and a workshop. After a presentation about willingness to change, we presented a case to the attendees. This case was about a fictional hospital where the IT, FM and HR departments had to improve their collaboration. However, the departments did not accept the changes introduced with the new way of working. The reasons for refusing to accept the changes differed per department. Workshop participants were split into groups, with each group being tasked to think of concrete action items for a specific department (IT, FM or HR). These action items must help the employees accept the change. Each item was written on sticky notes and stuck in a circle diagram depicting three categories: Must, Want, Can (see the text box for more information).

daily tasks, while other participants had never had to consider how to deal with change before. In total, over 120 activities were suggested. This is a lot of activities to help people collaborate. Many of these activities can be used within your organization. When we look at the suggested activities, we noticed that the participants sometimes put the same activity in different categories. For instance, the activity involve key users was used to motivate the group (Want), to emphasize its necessity (Must) and to share knowledge (Can). Implementing a new system and approach means a change for your colleagues. This is why you should spend sufficient time considering which activities can help implement a change. It is good to think of activities that increase the willingness to change, but it is important to consider what you want to achieve with these activities. On the following pages, you can read some tips we gathered on TOPdesk on Tour to help you increase the chance of your organization accepting the change.

Creative solutions
The workshop participants were very enthusiastic and creative when it came to thinking of concrete action items. Some participants suggested activities that they already used in their

Text: Judith Disberg and Robbert Petterson

TOPDESK ON TOUR 11

The WMC model in short

Want

The TOPdesk on Tour workshop focused on the WMC model (Want, Must, Can). A certain level of willingness to change is required in order to display certain behavior. The higher the level of willingness to change, the bigger the chance of the change being accepted. Willingness to

Must

Willingness to change

Behaviour

Results

change is inuenced by three factors: Want: how motivated is the colleague when it comes to changing? Must: how much pressure to change does the colleague feel?

Can

Can: to what degree does the colleague feel they are able to change?

Activities suggested during the workshop were placed on the WMC diagram

WA N

WA N

T
Motivating

M
T US
Creating pressure

M
T US

Structuring conditions

Read more about the top 5 change activities

CAN

CAN

TOPDESK ON TOUR

TOP 5 CHANGE ACTIVITIES

IT DEPARTMENT

FM DEPARTMENT

1 2 3 4 5

Mapping out the big picture and the benefits | Categorized as M/W Joining other departments for a day | Categorized as W Holding a customer satisfaction survey | Categorized as M Assigning key users | Categorized as W/C Involving colleagues more | Categorized as W/C

1 2 3 4 5

Demonstrating the bigger picture and benefits | Categorized as M/W Team building/bringing departments together | Categorized as W Adjusting TOPdesk and/or the process | Categorized as C Talking to the colleague(s) | Categorized as W Assigning key users (and using them to process bottlenecks) | Categorized as W/C

HR DEPARTMENT

NOTABLE SUGGESTIONS
Teambuilding trip combined with a Process Awareness workshop. Conveying the whats in it for me factor. Creating practical assignments with a dose of humour, such as dramatizing the problem to motivate people to come up with solutions.

1 2 3 4 5

Training colleagues | Categorized as C Talking to colleagues | Categorized as W Team building/putting departments together | Categorized as W Assigning key users | Categorized as C Making time | Categorized as C