Universal Creative - Change Management Process

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Universal Creative.

PROBLEM

Universal Creative was in need of a change management process to address their anticipated volume of change requests for the newly implemented program project management system, PMWeb.

ABOUT UNIVERSAL CREATIVE

Universal Creative is responsible for designing and building immersive experiences at Universal Parks & Resorts, which consists of four amusement parks and a resort. Currently, Universal Creative is the process of constructing the fifth amusement park and second resort in Beijing, China. The Universal Creative team is composed of architects, engineers, designers, builders, financial analysts and is supported by their own IT department. 

Universal Creative is part of Universal Parks & Resorts, a division of NBCUniversal, a subsidiary of Comcast. 

RESEARCH

Stakeholder Interview

I started the research process by conducting a stakeholder interview with the IT Director. I then took his responses and organized them into seven distinctive topics. Below is the interview report.

Competitive Analysis

Next, I compiled a competitive analysis to asses the most popular change management process methodologies. I wanted to identify the process that was most compatible with Universal Creative’s existing structure and resources. After careful consideration, I opted to go with the ITIL Change Management Process.

IDEATION

User Workflows

Using the ITIL Change Management Process, I created a user workflow for both the normal and an emergency change type request. The workflow would serve as a blueprint when writing the process guide.

SOLUTION

In addition to the Change Management Process guide, I created the following subsequent forms and templates to be included in the guide: Request for Change Questionnaire, CAB Meeting Agenda Template, CAB Meeting Minutes Template, Change Analysis Form, Product Backlog Template, Risk Level Assessment Form, Post Implementation Review Form, and Release Notes Template.

Then, I wrote the CAB Charter.

Once my first draft of the documentation was complete, I submitted it to the IT Director for feedback and scheduled the Change Management Kick-off Meeting. Below are the documents I provided to him:

• Change Management Process Guide

• Change Management Kick-off Meeting

• CAB Charter

After two years, very little changed in the process, yet participation remained very high.