Organizational & Process Change

Since 2002, Highlands Consulting has helped large or complex organizations follow a structured approach to organizational, process, and digital change, resulting in efficiencies, faster adoption, reduced costs, and improved service.

Organizational Change Management

Whether transformational or incremental, change is difficult. Our structured approach to organizational change management (OCM) focuses on collaboration, communication, and knowledge transfer. Over 15 years ago, Highlands Consulting developed and executed one of the largest OCM programs in the State, to support implementation of a $515 million pension administration system. The enterprise transformation impacted thousands of internal users and millions of external users.

We were the first Prosci-certified Change Management Practitioners (CMPs) in California, and many of us are also Certified Change Management Professionals (CCMPs). And while credentials are important, our consultants average 12 years of hands-on OCM experience. We have tailored industry methods for each client need ranging from change readiness, leadership development, change agent training, communications, change implementation support, and reinforcement for long-term sustainability.

Process Analysis and Change

At the heart of OCM is process change, often associated with a new system. We analyze current and future processes to determine the degree of change. Depending on the project, we apply the proper methods, such as Rapid Process Improvement (RPI), Lean Six Sigma, Business Analysis Body of Knowledge (BABOK), and Business Process Model Notation (BPMN). We actively engage client stakeholders to define new processes that will streamline tasks while aligning with business objectives.

Communications and Training

Thoughtful communications and training are critical parts of any successful change effort. Highlands works closely with client leaders to develop key messages that highlight the reasons for change. We develop and manage large-scale communication campaigns to inform all stakeholders – internal and external – at the right time, using the right channel. We also develop training plans, curriculum, and custom courses to build skills for success both during and after the change.

What Makes Us Different

Organizational change management is in our DNA. Our experience, combined with industry-recognized certifications, enable us to tailor our approach to help our clients successfully adapt to new processes and systems.

Example Clients

Caltrans, California Department of Developmental Services, California Department of Public Health, California Child Welfare Digital Services, California Department of Social Services, California Public Employees’ Retirement System (CalPERS), and California State Teachers’ Retirement System (CalSTRS).