The Change Journey – Reaching the Final Destination and Beyond Written by Liezl Schulte Article 4 of 4 on our Change Management Methodology. Our previous article, The Journey to Change – Landing the Change, discussed the targeted upskilling phase, focusing on building conscious competence in preparation for the Go-Live stage. As we move forward, we enter the change journey’s final phase: achieving mastery. In this phase, the end-users transition from conscious competence, where they deliberately apply new skills, to unconscious competence, where these new skills become second nature. This stage marks the culmination of the change process but also serves as the foundation for continuous improvement. Achieving Mastery in the Business-As-Usual Domain Reaching the mastery phase means that end-users have successfully integrated the new processes or systems into their daily routines, performing tasks with minimal effort and maximum efficiency. This mastery occurs in the business-as-usual (BAU) environment, where the new way of working is fully internalised and sustained beyond the Go-Live stage. This is the desired end state, where change becomes embedded in the organisation’s culture, and the new way of working is fully internalised. During this phase, it is crucial to monitor the ongoing performance of the change initiatives and ensure that the gains made during the upskilling and Go-Live phases are sustained. Attention must be given to the BAU strategy, identifying who within the organisation will own and drive the ongoing success of the change post-Go-Live.  The focus shifts from active change management to fine-tuning and reinforcing the changes to prevent regression. Reinforcing Change To ensure that the change is fully embedded and sustainable, we must assess the impact and results of the activities undertaken in the previous phases. Key activities in this stage include: 1.Collecting and Analysing Feedback: Gathering feedback from employees and stakeholders is vital to understanding the real-world impact of the changes. This can be done through surveys, interviews, focus groups, and performance metrics. Analysing this feedback helps identify any gaps between the desired end state and the current reality, allowing for timely interventions. 2.Diagnosing Gaps: Once feedback is collected, it’s essential to diagnose any gaps that may exist between the expected outcomes and the actual results. This analysis helps pinpoint areas where additional support or adjustments may be needed to achieve full mastery. 3.Implementing Corrective Actions: Corrective actions should be implemented based on the identified gaps to address any shortcomings. This may involve additional training, process adjustments, or changes in communication strategies. The goal is to fine-tune the deliverables and ensure they are fully aligned with the organisation’s needs. 4.Iterating and Reiterating: Change is a dynamic process, and even in the mastery phase, it’s important to continue iterating on the approach. By continuously evaluating the effectiveness of the changes and making necessary adjustments, organisations can ensure that the new processes are deeply embedded into the business-as-usual (BAU) structures and processes. 5.Training for Sustainability: In this final phase, training efforts become more focused on hand-holding and post-Go-Live support. Special attention is given to equipping BAU stakeholders with the tools and templates needed for ongoing training material development. Ownership of the change must be clearly defined within the BAU framework, ensuring that designated individuals are responsible for sustaining and driving continuous improvements. This ensures that the organisation has the internal capability to sustain and build upon the changes in the long term. Celebrating Successes Achieving mastery is a significant milestone in the change journey and should be celebrated. Recognising and celebrating successes not only boosts morale but also reinforces the positive aspects of the change. Celebrations can take many forms, from formal recognition programs to informal team gatherings. The key is to acknowledge the hard work and dedication of everyone involved in making the change a success. Conclusion Reaching the mastery phase signifies that the organisation has successfully navigated the change journey, transitioning from old ways of working to a new, more efficient, and effective way of operating. However, it’s important to remember that this is not the final destination. Change is an ongoing process, and continuous improvement is essential to maintaining the gains achieved. A well-defined Business-As-Usual strategy is critical to ensuring that the change is not only maintained but also enhanced beyond Go-Live. This includes identifying ownership within the BAU environment, ensuring that those responsible continue to drive the change forward. As we conclude this series on our Change Management methodology, we encourage organisations to remain vigilant in monitoring the sustainability of the changes and to be proactive in making necessary adjustments. With the right approach, the change journey can lead to sustained excellence and long-term success. Working through organisational change can be challenging, but it can be managed effectively with the right support. With over 30 years of experience in change management, Can!do Consulting offers the expertise needed to guide your organisation through this process. Our proven methodologies and tailored approach ensure that your specific needs are addressed, facilitating a smooth and successful transition. 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