Changing processes

In this lesson

1. 0:00 Welcome to Change Management lesson
2. 0:19 Why organisations change processes
3. 1:02 Understanding resistance to change
4. 2:05 Factors driving employee resistance
5. 3:27 Case study: AI chatbot implementation
6. 5:18 Evaluating and improving processes

About this lesson

You'll explore the key drivers for process change—from strategic alignment and cost reduction to competitive response and customer satisfaction—and understand the sources of resistance you'll encounter in any change initiative. Through a practical example of implementing an AI-driven customer support system, you'll see how to identify stakeholder concerns and map out a structured approach to evaluating and redesigning processes using performance indicators and best practice benchmarking. This lesson is essential for the E2 Managing Performance module and builds your capability in change management, a critical skill for strategic and operational roles. You'll learn a step-by-step methodology for process evaluation: defining objectives, mapping current steps, identifying key performance indicators, analysing performance gaps, benchmarking against competitors, gathering stakeholder feedback, and implementing monitored improvements. Understanding resistance to change—whether from fear of the unknown, lack of trust, cultural factors, or perceived personal impact—will help you anticipate and address objections when you're leading or supporting organisational change in your own role.

Duration: 7m