ISO/TS 10020:2022

Quality management systems — Organizational change management — Processes

This document specifies processes that can be used to govern, manage and implement organizational change management (OCM) for organizations, projects or smaller activities. It comprises generic process descriptions that describe the OCM processes. Supporting diagrams describing the processes are also provided. This document is applicable, but not limited, to change sponsors, change agents, change team members and project managers, particularly those responsible for governing, managing and implementing organizational change.

Systèmes de management de la qualité — Gestion du changement organisationnel — Processus

Sistemi vodenja kakovosti - Vodenje organizacijskih sprememb - Procesi

General Information

• Status: Published
• Publication Date: 30-Aug-2022
• ICS: 03.120.10 - Quality management and quality assurance
• Technical Committee: ISO/TC 176/SC 3 - Supporting technologies
• Drafting Committee: ISO/TC 176/SC 3 - Supporting technologies
• Current Stage: 6060 - International Standard published
• Start Date: 31-Aug-2022
• Due Date: 22-Feb-2023
• Completion Date: 31-Aug-2022
• Ref Project: SIST-TS ISO/TS 10020:2022 - Quality management systems - Organizational change management - Processes

Standards Content (Sample)

SLOVENSKI STANDARD
01-december-2022
Sistemi vodenja kakovosti - Vodenje organizacijskih sprememb - Procesi
Quality management systems - Organizational change management - Processes
Systèmes de management de la qualité — Gestion du changement organisationnel —
Processus
Ta slovenski standard je istoveten z: ISO/TS 10020:2022
ICS:
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

TECHNICAL ISO/TS
SPECIFICATION 10020
First edition
2022-08
Quality management systems —
Organizational change management
— Processes
Systèmes de management de la qualité — Gestion du changement
organisationnel — Processus
Reference number
© ISO 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Organizational change management concepts . 2
4.1 General . 2
4.2 Organizations and interested parties . 2
4.3 Conditions under which organizational change is likely to take place . 2
4.4 OCM process perspective . 3
4.5 Process model. 3
5 Governance process . .5
5.1 General . 5
5.2 Process . 6
5.3 Purpose . 6
5.4 Outcomes . 6
5.5 Developing OCM policy and strategy . 6
5.6 Documented information . 6
6 Management processes . 7
6.1 General . 7
6.2 Change scenario process . 7
6.2.1 General . 7
6.2.2 Purpose . 7
6.2.3 Outcomes . 7
6.2.4 Activities and tasks . 8
6.2.5 Documented information . 8
6.3 Interested party identification process . 9
6.3.1 General . 9
6.3.2 Purpose . 9
6.3.3 Outcomes . 9
6.3.4 Activities and tasks . 9
6.3.5 Documented information . 9
6.4 Intervention definition process . 9
6.4.1 General . 9
6.4.2 Purpose . 10
6.4.3 Outcomes . 10
6.4.4 Activities and tasks . 10
6.4.5 Documented information . 10
7 Implementation processes .11
7.1 General . 11
7.2 Issue identification process . 11
7.2.1 General . 11
7.2.2 Purpose . 11
7.2.3 Outcomes . 11
7.2.4 Activities and tasks . 11
7.2.5 Documented information .12
7.3 Affected interested party identification process .12
7.3.1 General .12
7.3.2 Purpose .12
7.3.3 Outcomes . 12
7.3.4 Activities and tasks .13
7.3.5 Documented information . 13
iii
7.4 Affected interested party intervention process . 13
7.4.1 General .13
7.4.2 Purpose .13
7.4.3 Outcomes . 13
7.4.4 Activities and tasks . 14
7.4.5 Documented information . 14
7.5 Change management reporting process . 14
7.5.1 General . 14
7.5.2 Purpose . 15
7.5.3 Outcomes . 15
7.5.4 Activities and tasks .15
7.5.5 Documented information . 15
8 Measuring affected interested party intervention progress on the change matrix .16
8.1 The change matrix. 16
8.2 Rating the change matrix position . 18
8.3 Aggregation of affected interested parties change matrix positions to higher levels . 18
8.3.1 General .
...

TECHNICAL ISO/TS
SPECIFICATION 10020
First edition
2022-08
Quality management systems —
Organizational change management
— Processes
Systèmes de management de la qualité — Gestion du changement
organisationnel — Processus
Reference number
© ISO 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii
Contents Page
Foreword .v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Organizational change management concepts . 2
4.1 General . 2
4.2 Organizations and interested parties . 2
4.3 Conditions under which organizational change is likely to take place . 2
4.4 OCM process perspective . 3
4.5 Process model. 3
5 Governance process . .5
5.1 General . 5
5.2 Process . 6
5.3 Purpose . 6
5.4 Outcomes . 6
5.5 Developing OCM policy and strategy . 6
5.6 Documented information . 6
6 Management processes . 7
6.1 General . 7
6.2 Change scenario process . 7
6.2.1 General . 7
6.2.2 Purpose . 7
6.2.3 Outcomes . 7
6.2.4 Activities and tasks . 8
6.2.5 Documented information . 8
6.3 Interested party identification process . 9
6.3.1 General . 9
6.3.2 Purpose . 9
6.3.3 Outcomes . 9
6.3.4 Activities and tasks . 9
6.3.5 Documented information . 9
6.4 Intervention definition process . 9
6.4.1 General . 9
6.4.2 Purpose . 10
6.4.3 Outcomes . 10
6.4.4 Activities and tasks . 10
6.4.5 Documented information . 10
7 Implementation processes .11
7.1 General . 11
7.2 Issue identification process . 11
7.2.1 General . 11
7.2.2 Purpose . 11
7.2.3 Outcomes . 11
7.2.4 Activities and tasks . 11
7.2.5 Documented information .12
7.3 Affected interested party identification process .12
7.3.1 General .12
7.3.2 Purpose .12
7.3.3 Outcomes . 12
7.3.4 Activities and tasks .13
7.3.5 Documented information . 13
iii
7.4 Affected interested party intervention process . 13
7.4.1 General .13
7.4.2 Purpose .13
7.4.3 Outcomes . 13
7.4.4 Activities and tasks . 14
7.4.5 Documented information . 14
7.5 Change management reporting process . 14
7.5.1 General . 14
7.5.2 Purpose . 15
7.5.3 Outcomes . 15
7.5.4 Activities and tasks .15
7.5.5 Documented information . 15
8 Measuring affected interested party intervention progress on the change matrix .16
8.1 The change matrix. 16
8.2 Rating the change matrix position . 18
8.3 Aggregation of affected interested parties change matrix positions to higher levels . 18
8.3.1 General . 18
8.3.2 Change matrix cell aggregation problem . 18
8.3.3 Change matrix cell aggregation models . 19
Annex A (informative) Process documentation items .21
Annex B (informative) Generic sections definition .29
Annex C (informative) Comparison between t
...