Establishing a Change Management Function



A large retailer was transforming their operations and technology across finance, merchandising, store operations, and HR to support their goal of doubling the number of their stores by 2025. They launched an enterprise-wide Organizational Change Management (OCM) function to support the sweeping technology modernization efforts. Consistent with its internal hiring practices, the company staffed the new department with employees without organizational change management experience. Unify was enlisted to create a competency model for the OCM function, as well as develop and apply a tool for assessing the developmental needs of staff.




Unify helped the retailer determine benchmarks for successful OCM performance, as well as the competencies, skills, and knowledge needed for success. We measured their current performance capabilities using a new, built-for-purpose tool. We also assessed their as-is state and helped envision a to-be state. Unify helped them build and implement group and individual development plans and measured and reported results. Unify’s contribution expanded the use of best practices in training, communications, and measurement to help these practices become applied throughout the organization.


Key Outcomes


With Unify’s support, the client deployed a fully operational OCM function, staffed with competent practitioners who reduced resistance and increased adoption of changes enterprise-wide. The newly trained staff used OCM methodology and tools to assess change impact and then developed strategies to assist audiences in moving from the current to future state. ​With the improved change management capabilities, the retailer was able to enhance the success of its process and technology deployments. The deployments are helping the company reach its goal of doubling the number of stores by 2025.