Forrester's Strategic Transformation Engagement Program

Forrester's Strategic Transformation Engagement Program (STEP) framework provides the basis for assessing and introducing methods, tools, and techniques with the objective of providing clients with a robust organizational change methodology.

The heart of the framework involves engaging the organization in a holistic change journey, where the strategic intent is to set out to deliver compelling customer experiences supported by comprehensive processes and an evolving, proactive culture.

The underlying principle implies taking a scientific approach to organizational change and process improvement — first ensuring executive buy-in, then creating the initial framework and related business engagement programs (reflecting the needs of the organization), and then using an ongoing test-and-learn approach to methods.

The STEP framework comprises a four-phase approach:

• Phase 1: Discover, engage, and chart. This involves identifying the core business priorities, challenges, and aspirations of various stakeholders with respect to the transformation program. This creates a viable foundation for the program, enabling the organization to take a portfolio view of its needs, ensuring appropriate prioritization of projects, while establishing the relevant funding and relationships for the putative center of excellence (COE).
• Phase 2: Program design. The objective here is to set up the operational blueprint of the program itself, building on the foundation established in Phase 1. At this stage, we focus on the services offered by the COE — effectively designing the engagement approach for the change program, along with the capabilities and supporting methods required. This allows the team to tackle aspects of organizational structure, communication, education, and resources, and to later develop a comprehensive road map.
• Phase 3: Program activation. Kicking off the initial set of projects, this phase also includes building out the capabilities of the COE (training around selected methods and techniques) and establishing wider organizational engagement initiatives to prepare the organization and design the new ways of working.
• Phase 4: Guide, support, and improve. While initial project successes are important, it's just as important to track the successes and failures of the individual techniques and methods. This provides the basis for framework improvement and knowledge management over an extended period of time.