Create a Communications Plan for Key Stakeholders: TOS Implementation Best Practices Series

We are reaching the end of our ten-part series on proven best practices that help terminals maximize the success of their TOS go-lives.  We are now at our second to last installment with this week’s blog on developing a systems monitoring plan.

A TOS has a substantial impact on a large number of people who work at the terminal or rely on the terminal operation for their businesses. It is therefore important to have a solid communications strategy and plan in place that addresses the current and potential concerns of all stakeholders. For example,

• Labour may have constraints that need to be considered in the TOS rules
• Truckers need to be aware of changes to gate procedures
• Superintendents and planners may need to have revised approaches to scheduling and planning
• CHE operators may need to have specific training on the use of the new system

Having a set of plans focused on addressing how the process and TOS changes are identified, communicated and implemented in the terminal can be a useful supplement to the overall project plan. A helpful framework to organize this work stream, and to help ensure that a complete plan has been developed, is the “ADKAR” framework, from Prosci, a change management institute. This framework includes five parts:

1. Aware: Are the constituents within the terminal community aware that a change is planned?
2. Desire: Do the constituents have the desire to support the change?
3. Knowledge: Do the constituents have the knowledge of how to support the change?
4. Ability: Does the constituency have the ability to change?
5. Reinforcement: Are the learning and financial incentives in place to reinforce the change once it is live?

This framework can be used to develop a communications plan to notify both internal and external constituents of the technical upgrades that are happening at the terminal. Terminals that invest in a communications plan in advance of the TOS go-live will significantly increase the likelihood of a successful project implementation.

Next week, we’ll look into our tenth and final implementation best practice and final blog of this series — Establishing a Systems Training Plan.

- Andy Clason, VP Professional Services, Americas

About Andy Clason: Before becoming the VP of Professional Services, Andy was the Director of Services for SPARCS N4 deployments, where he guided the initial implementations of the SPARCS N4.  Prior to that, Andy was the director of support and has also been one of Navis’ most capable project managers.  He has been instrumental in numerous implementations of Navis SPARCS and Express at terminal sites around the world.  As a result, Andy brings to his role a wealth of experience in terminal operations and a project manager’s in-depth knowledge of Navis products.