When I got asked to write a blog on the topic, I must admit, I had a bit of a panic attack. Let’s face it - process is boring and dry. In fact, I think it’s practically impossible to make change management funny or sexy. But the truth is, I was asked to write about change management not for the entertainment value, but because people are hungry to learn more & improve on their existing processes.

Allow me to take a trip in the way-back-when machine to 2006. I was essentially the only system administrator at a small tech start-up company. It was the wild wild West. We were working in a world where having a sandbox wasn’t even an option (Salesforce didn’t have them until the Winter 2006 release), and changes were made directly into a production org during the work day. (Yes, even the thought of it gives me chills.) This was the world that we knew and that’s how we operated - at that time and that size, it worked for us. Sure, it wasn’t ideal, but at least we only had one person who was hands-on with the configuration.

But as soon as system administration grows beyond a single person, this method (if you can even call it that) quickly falls apart. This is when having a clear process in place will really help a Salesforce team be most effective. Now, I can’t define the process for your business, any easier than I can tell you what your favorite color should be, but here are some tips that I can share to help you get to change management “nerd-vana.”

What & who drives the roadmap? Before you can figure out how to move change through your process, you need to first figure out where those changes are coming from, and who has the ability to influence your roadmap. Does a purely project-based or issue-based approach make sense? Or perhaps a steering committee is a better fit for how your company operates. Maybe it’s a combination of these, overseeing different type of changes. Whichever method you choose, figuring out who defines change is an important place to start.

Defining a common vocabulary. Too frequently, we communicate complex ideas without first making sure that there is a common ground among everyone taking part in the conversation. This problem grows exponentially as your organization grows. Having a common and well-defined terminology ensures that everyone is on the same page from the start. For example, we separate out cases based on whether they are “issues”, “enhancements” or “projects.” While we all agreed to these terms conceptually, we used them for a long time without defining what each one meant. Once we did, it was easier for us to come to consensus on the flow of each of these would take.

Agree on your flow. One department may have strong opinions on the QA process, while another group cares most about project prioritization. You will need to balance all of these when determining what your process will be. I’m a visual learner, so when it came time to define our process, I started making flow charts as the basis for the first discussion. This helped our team have a starting point for the discussion to then build on and eventually come to a consensus on key steps in the process. Whether you choose this method or some other way to document, laying out all the steps will ensure that the process is understood by everyone.

Manage your process and set expectations. Once you’ve designed your process, then comes the fun part - managing it. Guess what? You already have a great tool to use - salesforce.com! Having a way for members of your team and the organization at large track changes through the system gives transparency & validity to your process. Whether you choose to use the case object, an offering from the AppExchange, or build something on your own, documenting your changes is key to successful change management. I’d also suggest setting expectations around your release schedule - be that the first Tuesday of every quarter, or the 15th of every month - make sure your calendar is consistent.

One thing you may have noticed is that each of these steps were discussion points for your team to work out together. To truly gain complete adoption, everyone must be involved in designing your process. Is change management any sexier than before? Nope, but I hope these suggestions give you some clarity on how to figure out what works best for you.