When rolling out OKRs or launching a new project that introduces changes to products or services, it is critical to manage the transition effectively. Without a structured Organization Change Management (OCM) plan, your company risks internal confusion, operational disruptions, and customer dissatisfaction.
In this article, we will explore why starting with Organization Change Management is essential and how to implement it properly.
Start With Change Management to Avoid Chaos
Project leads and OKR teams are often so laser-focused on delivering the final product that they overlook the impact of change on employees, customers, and other stakeholders. While focusing on execution is important, proper communication and planning are equally vital to prevent chaos.
Example of Poor Change Management
Consider a telecom company that made a network change without properly planning, approving, and communicating it. The result?
- A country-wide outage
- Revenue loss
- A decline in customer confidence
This could have been avoided with a structured communication and change management plan in place.
What is Organization Change Management (OCM)?
Organization Change Management (OCM) refers to the structured communication and transition planning that ensures smooth adoption of changes resulting from a project.
OCM applies to both internal and external changes:
External Customer-Facing Changes
- New product offerings (e.g., a revamped cellphone package or insurance policy updates)
- Service modifications (e.g., discontinuing a feature or migrating users to a new system)
Internal Operational Changes
- Process changes (e.g., updating internal ordering systems or workflows)
- Technology upgrades (e.g., implementing a new CRM or modifying software tools)
Without proper awareness, training, and support, both customers and employees may resist or struggle to adapt to the change.
When Should You Start Communicating Changes?
Answer: At the very beginning of the project.
Too often, companies wait until the last minute to inform employees and customers of upcoming changes. This results in confusion, frustration, and a difficult transition process.
To avoid this, work with stakeholders, PR teams, or the organization change management department from the start to develop a communication plan.
Creating an Effective Communication Plan
An effective change management plan should cover:
1️⃣ Timeline – When should communication begin?
2️⃣ Content – What key messages need to be conveyed?
3️⃣ Audience – Who needs to receive the information?
How to Communicate Change to Different Audiences
1. External Customers – Give Them a Heads-Up Early
Customers should be informed well in advance about changes affecting them.
✅ Example:
“As we roll out the new application, which is a significant improvement over the old one, the current application will be sunset in 8 months. Over the coming months, we will provide step-by-step guidance to help customers upgrade to the new app.”
Why? Early communication prepares customers, prevents confusion, and reduces frustration when the transition occurs.
2. Internal Customers (Employees) – Prepare & Train Them
Employees need adequate time to learn and adapt to new processes or systems before the official rollout.
✅ Example:
“The customer ordering app menu will change, and the process to enter a customer order will be updated. To prepare, we will hold training sessions two months before the transition to ensure all customer service representatives are fully trained on the new system.”
Why? Employees should never be informed at the last minute. Without proper preparation, they may struggle with the transition, leading to delays, mistakes, and poor customer experience.
In Conclusion
To ensure a smooth transition when implementing OKRs or launching new projects, start Organization Change Management early.
✅ Work with project stakeholders, PR teams, or the change management department from day one.
✅ Create a structured communication plan that defines timeline, key messages, and target audiences.
✅ Communicate early and consistently with both external customers and internal employees.
How Target Align Helps Startups with Agile OKRs
Target Align is a powerful platform designed to simplify OKR implementation and Agile execution for startups. With an intuitive interface and advanced tracking capabilities, Target Align helps startups:
- Set clear, measurable OKRs aligned with business strategy.
- Integrate OKRs with Agile workflows, ensuring teams stay focused.
- Enhance transparency with real-time tracking and reports.
- Encourage accountability through structured check-ins and peer feedback.
- Foster alignment between leadership and teams by breaking down top-level objectives into actionable key results.
By using Target Align, startups can eliminate confusion, streamline goal-setting, and drive sustainable growth.
If you’re interested in learning more about OKRs and its implementation, sign up for Target Align’s video course. For more resources, visit www.targetalign.com and check out their OKR 101 material.
