Change management: definition, strategies and use cases

Change management is an essential process in organizational transformations, particularly in periods of transition to new digital tools, new working methods or internal reorganization. It encompasses all the practices, methods and tools put in place to effectively manage the transition from a current state to a desired future state, minimizing resistance and facilitating the adoption of new behaviors by teams.

Definition of change management

Change management is the set of planned and structured actions designed to support an organization and its employees in the implementation of new practices, technologies or processes. It is based on three fundamental pillars:

• Anticipating resistance to change: Identifying potential obstacles and addressing them upstream.
• Communicate and involve: Keep stakeholders informed of the reasons for change and include them in the process.
• Training and support: Provide appropriate training and follow-up to ensure that new methods are adopted.

Why is change management crucial?

Digital transformation, for example, is not just about integrating new technologies. It involves overhauling processes and changing professional practices. Without the right support, employees may resist change, which can slow down or even compromise the success of the transition.

According to a McKinsey study, 70% of change initiatives fail due to human resistance and lack of adequate support. A well-structured change management plan is therefore key to overcoming these obstacles.

Change management strategies

1. Stakeholder analysis and communication
   The first step is to map the stakeholders (employees, managers, customers, etc.) and assess their level of commitment to the change. Clear, consistent and transparent communication is then put in place to answer questions, allay fears and demonstrate the benefits of the change.
2. Training and support
   Employees need to be trained in the new tools and methods. This can take the form of training sessions, online tutorials or interactive workshops. Knowmore, for example, offers solutions such as K-Studio, which can be used to design personalized training paths, facilitating the learning of new technologies and practices.
3. Ongoing monitoring and adjustments
   Once the initial stages of change have been implemented, it is crucial to monitor progress and adjust methods according to feedback from teams. KPIs (key performance indicators) must be defined to measure the adoption and effectiveness of the new practices.
4. Leadership and involvement of managers
   Managers play a central role in driving change. Their commitment, support and ability to motivate their teams are essential. They need to be trained to manage resistance and actively promote change among their teams.

Key figures on change management

• 70% of projects fail without good change management (McKinsey).
• Projects that include team coaching succeed 30% more often than those that don't (Prosci).
• 55% of companies that invest in change management achieve or exceed their objectives.

Use case: Air France's digital transformation

As part of its digital transformation, Air France set up the Digital Factory in 2018, a space dedicated to innovation and the acceleration of digital projects. This center, located at the company's Paris-Charles de Gaulle headquarters, aims to help employees adapt to new technologies, while improving operational performance and the customer experience.

Among the projects launched by the Digital Factory, two major initiatives stand out:

• LEA Loop: This internal application provides real-time information to Air France staff, both on the ground and in the air, in order to manage flight irregularities. It enhances the customer experience by providing fast, efficient service during disruptions.
• Turn Around 360: This pilot project, tested by 25 employees from five different professions (pilots, cabin crew, boarding personnel, etc.), simulates actual flight departure conditions to optimize punctuality. This improves team coordination and reduces delays.

These projects are a perfect illustration of how effective change management, focused on training, innovation and support, can transform the internal processes of a major corporation. Air France has not only improved its operational performance, but also strengthened the adoption of new technologies by its teams, thanks to an environment conducive to learning and innovation.

Conclusion: The importance of good change management

Change management is a key element in ensuring the success of corporate transformation projects. In a context of digital transformation, such as the one in which Knowmore operates, this support is even more crucial. Without a structured framework, appropriate training and stakeholder involvement, the risk of failure is high. Knowmore's solutions, such as K-now and K-studioare designed to support companies in these transitions, by offering effective support tools that encourage digital adoption and user commitment.

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