EVALUATING CHANGE MANAGEMENT EFFORT AND DETERMINING KEY SUCCESS FACTORS OF TECHNOLOGY SERVICE DELIVERY (CASE STUDY: PT TECH CONSULTING)

• Main Author: Yenni Andar, Edennya
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/48637
• Institution: Institut Teknologi Bandung

In today's fierce market competition, the use of information technology will greatly support an organization in providing their resources and making the right strategic decisions when needed. The benefits of information technology, market competition and technological development, will encourage companies to apply technology to their companies in order to support operations and create a sustainable business. Information technology implementation is not an easy task. Besides involving funds, information technology implementation also involves humans, practices, values, and culture, where the people and the processes need to be taking care of rather than the technology itself. Based on research, 70% of change programs fail to achieve their goals, and most are due to lack of change management efforts. The main objective of this thesis is to evaluate the change management efforts that have been executed on information technology implementation projects by PT Tech Consulting, to increase the chances of PT Tech Consulting for a successful information technology project delivery, using the Kotter's 8-Step Process for Leading Change, predict the success of the project with the DICE framework of the Boston Consulting Group (BCG) and provide recommendations for improvement based on the results of the evaluation and predictions. The author found the results that every activity carried out on information technology implementation projects by PT Tech Consulting is in line with Kotter's 8-Step Process for Leading Change step 1 through step 8. DICE scores from these implementation projects also place them in the 'Win Zone', where the predicted score of the DICE framework is in line with change management efforts when evaluated with the 8 Steps of Change Management from John Kotter. However, in addition, the author also recommends several actions aimed at maintaining or increasing the DICE score, especially for future implementations.