Change Management
Our group of cross functional employees that support Change Management
Who are the Change Ambassadors?
These daily, agile team touchpoints use structured boards to drive alignment, engagement, and productivity
What are Stand-Ups?
A documented collection of procedures and information that is developed, compiled, and maintained in readiness for use in an incident to enable an organization to continue to deliver its critical products and services at an acceptable predefined level
What is a Business Continuity Plan?
RPA was recently rebranded to what more inclusive team name
What is Process Automation?
This score reflects how well an associate demonstrates required skills during a quality review
What is a mastery score?
The meaning of WIIFM and the stage of ADKAR it falls under
What is "What's in it for me?" and Desire
This OAO component helps teams build end-to-end understanding of the customer’s experience and drives continuous improvement
What is Customer Journey?
A written plan for recovering one or more information systems at an alternate facility in response to a major hardware or software failure or destruction of facilities
What is a Disaster Recovery Plan?
This type of project focuses on mapping workflows to identify bottlenecks and improve efficiency.
What is process mapping?
Before new hires start handling operational tasks, they complete this structured learning program
What is onboarding training?
This role has these specific activities for effective organizational change management: actively and visibly participating throughout, building coalitions, and communicating directly
What is the Sponsor?
This OAO application is used to facilitate daily stand-up meetings by providing a platform for all team members to contribute through digital cards
The period of time within which systems, applications, or functions must be recovered after an outage
The Process Automation team moved their very first automation into production in this year
What is 2018?
Business areas utilize this tool to formally request training from T&Q
What is the Submission Tracker?
The responsibility of individual change management belongs with this person or people
Who are people leaders?
This foundational component helps teams build sustainable routines by focusing on energy management, not just time management
What is Reset & Recharge?
Essential personnel perform their duties in a simulated disaster environment, designed to exercise specific team members, procedures, and resources in the event of a disaster
What is a Functional Exercise?
This role acts as the liaison between business units and IT, vetting Front Door requests and ensuring projects are well-groomed before prioritization
What is the Principal Product Manager (PPM)?
This process identifies gaps in customer service skills and recommends targeted training
What is a training needs analysis?
This is cited as the primary source of resistance among impacted employees
What is lack of Awareness?
The template that turns vision into measurable branch‑level outcomes
What is the Vision Tree Template?
A discussion-based exercise in response to a scenario, intended to generate a dialogue of various issues to facilitate an understanding, identify strengths and areas of improvement, and/or achieve changes in perceptions about plans, policies, or procedures
What is a Tabletop Exercise?
This term refers to minor process improvements that streamline workflows without heavy tech involvement
What is a SNIPI (Small Non IT Process Improvement)?
To ensure consistency, the Training team updates these documents whenever processes change
What are SOPs?