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Case Study 2 : Transformational Change Management for Merger Regional Bank
By : Roria Angelina E.P (Gadjah Mada University)
I was asked to lead a team that would help ABC XY Bank prepare for changes by managing complex organizational and workforce transitions once the business and IT solution were in place. One of the challenges is to help ABC XY leadership and the integration team in carrying out an effective transition to a new way of working. I guided by Accenture Transformational Change Management Methods Framework to make a solution. And here is my solution.
First, our team will lead initial dialogue to the leader who involved in Bank X and Bank Y merger process to be ABC XY bank. This step will be a priority in this process that begin transformational change. By doing journey planning and creating value management strategy, this dialogue will gain commitment proceed that will guide all of the next process in transformational change.
After doing that, we assess a journey measurement and value realization and also issue definition and assessment that will become standard value or target value that must be achieved in this transformational change. Then, we continue to transform all of alignment that the bank have, like leadership, strategy, culture, business process, performance, organization, application and technology alignment. Finally, it can produce stakeholder engagement to operate ABC XY bank. The bank will always emphasize the ongoing dialogue that they ever had to do their activities.
There are some important things that must become priorities in transformational change in bank merger process, such as IT, human resources, and customer. After a merger or restructuring, there are many changes will be affect them like data migration, organization structural, employee and customer responses from both of the bank, X and Y.
Formerly, both of the bank had their own IT system and network architectures. After merger to be ABC XY bank, the changes happen to their system such as new network architecture, needs for data migration, etc. SAP will be used to do this data centralization. Data centralization process will correct data duplication if it is found.
Many companies, therefore, do not effectively measure and manage one of their most critical and expensive assets : their people. Human resource or people may have attitude change when receive information that tell the banks will be mergered. Some people might be enticed to stay and some others might decided to leave. That condition could make significant impact to ABC XY bank. Accenture has developed an approach that called “Human Capital Analytics” that enables organizations to leverage analytics in a way that improves workforce planning, more closely aligns organizational capabilities with business strategy and ultimately derives better business value from workforce talent.
From this HR analytics and also Accenture Transformational Change Framework, our team need an accurate assessment of the way things really are (“What happened”), diagnose the causes of whatever problems exist (“Why did it happen?”) and develop a degree a predictive and forecasting capabilities (“What should happen?”). All of those question are used to gain insight generation. That it will be used to gain insight validation and so on. Finally, ABC XY bank will have performance monitoring of their human resource in every level of the structural organization (finance, HR, Marketing, etc). By having it, ABC XY bank could know which employee are worth to be maintained.
Before the merger process begin, Bank X and Bank Y must give announcement to their customer about the merger. It will avoid their customer shock and decide to leave both of the Bank and go to their competitor (because of lack information during the merger process). The information must be communicated to the customer clearly from the beginning until the end of merger process. All of information can be communicated by providing facilities that can assure customer get update through hotline service, website, customer care, etc.
All of the step that are explained above should be done as good as possible by considering the Accenture transformation change management framework. By doing the change management well, the merger process until ABC XY bank begin to operate will be certainly success.
1. Accenture. Human Capital Analytics : Generating insights to meet complex workforce, HR, and business challenges.
2. Accenture. Transformational Change Management Framework.
3. C. Barbara et al. Information Systems Management in Practice. 2004. Pearson Education International. New Jersey.
4. Accenture. Managing The Risks of a Changing Workforce.
5. Accenture. The High-Performance Workforce Study 2006.
 Accenture. Human Capital Analytics : Generating insights to meet complex workforce, HR, and business challenges.