But it’s about much more than that. A good change management firm goes beyond communication through the implementation, and is personally invested in making sure that the technology implementation is getting you the return on investment that you set out to achieve. Where and when there’re any dependence on human interaction to be able to adopt the technology, change management becomes absolutely essential. This could be direct interaction with change, an impact they feel, or simply being a stakeholder.
For example, if you are going to implement automated mucking underground, in the absence of information, human beings will fill in the blanks with their own stories, so they may be concerned about their safety, or their jobs, and even begin to fill in details like timelines, etc. So change management is the people side of your change, and should be a separate entity from your project management group, sponsorship group, and internal capacity group.
The smooth adoption of change, using new technology to its fullest capacity, maximizing ROI and dealing with the human element of change is the goal. So, it sounds as though your change management firm is ultimately responsible, right?