pbm ritika change mgmt

8/2/2019 PBM RITIKA Change Mgmt

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Submitted to Submitted by

Ritika Misri


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INTRODUCTION

INDUSTRY OVERVIEW

NetSol Technologies, Inc. (NASDAQ CM: NTWK) (NASDAQ DUBAI: NTWK) is a

worldwide provider of global business services and enterprise application solutions. Since its

inception in 1995, NetSol has used its Best Shoring practices and highly experienced resources

in analysis, development, quality assurance, and implementation to deliver high-quality, cost-

effective solutions.

Specialized by industry, these product and services offerings include credit and finance portfolio

management systems, hospital/healthcare information management systems (HIMS), SAP

consulting and services, custom development, systems integration, and technical services for the

global Financial, Healthcare, Insurance, Energy, and Technology markets. NetSol's commitment

to quality is demonstrated by its achievement of the ISO 9001, ISO 27001, and SEI (Software

Engineering Institute) CMMI (Capability Maturity Model) Maturity Level 5 assessments, a

distinction shared by fewer than 100 companies worldwide.

NetSol Technologies' clients include Fortune 500 manufacturers, global automakers, financialinstitutions, utilities, technology providers, and government agencies. Headquartered in

Emeryville, California, NetSol Technologies has operations and offices in Adelaide, Dubai,

Beijing, Bangkok, Lahore, London, and Los Angeles.

Sole Mission at NetSol Technologies is to use their top-down dedication to the highest ethical

principles and quality standards, their worldwide domain and subject matter expertise, their

incomparable BestShoring methodology, and their proven track record to give you a truly

cost-effective solution that not only meets, but surpasses your needs.

Vision StatementOur vision is to become a leading digital security organization in Kuwait providing support in

securing the digital boundaries of Kuwait


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Quality is not a domain with the few chosen ones but is a responsibility of all.We'll not pass the buck to the Quality People when we can see and address deficiencies

Service Portfolio

Lease & Finance Manufacturing Health Banking Education Information Technology Insurance E-Government Defense

Services they Offer

Application Development & Maintenance Technology Outsourcing IT Consulting & BPR System Integration Software Process Consulting Business Intelligence Consulting Information Security Consulting Product Based Solutions Education

What was needed to be changed?

Previous processes that did not meet the security standards demanded by local and especially


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foreign customers were needed to be changed with a secured process that does not hurt privacy

of information regarding customers corporate activities.

How was the need for change identified?

As major clients of company are from financial sector and as we know that the data from

financial sector is the most confidential data. So this was the need of time,

Secondly with the passage of time the cyber crimes have increased so in international market

people are very conscious about the secrecy and confidentiality of their data.

Why important to change?

Without information security management system (ISMS), it was very difficult for NetSol

Technologies to convince their customers. It was very important for marketing and was a

requirement of ISO 27001:2005 standards as well. Information security management system

enabled their employees to work according to specified procedure and was expected to reduce

the efforts for training newly appointed employees.

Forces for change

Main forces we assessed that stimulated the idea for change were as follow:

Rapid growth in technology. Heightened competition in the market. Increased demand of productivity, Requirement for integration of available information Increased levels of customization. To gain more market share. Ensure the security of clients vital information.

Challenges

Data secrecy, ensuring privacy of client, fool proof security at work place and adjusting new


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employees in companys working environment were major challenges to the company.

Bottlenecks

Companys processes previously were not in way to ensure the security of the information. Dueto lack of defined processes employees were not trained to meet security standards described by

ISO 27001.

Major Change In system limited:

They had introduced the INFORMATION SECURITY MANAGEMENT SYSTEM in their BPO

division. This change was introduced in 2007 and it was authorized by complete group including

the CEO, MD, CFO and Director.

Information Security Management System (ISMS)

An information security management system (ISMS) includes all of the policies, procedures,

plans, processes, practices, roles, responsibilities, resources, and structures that are used to

protect and preserve information. It includes all of the elements that organizations use to manage

and control their information security risks. This Information Security Management System

conforms to the world class ISO 27001 and is applicable in four major areas:

1. Physical Security 2-Personnel Security3- Network Security Management 4-Access Controls

Goal of Change

At NetSol Technologies their goal is to exceed their customers expectations by timely delivery

of state-of-the-art software solution -- a solution that would translate their needs into increased

productivity and profitability. Major goal was to implement the ISO 27001 practices and pass the

certification for it. Then the market requirement, business needs, customer needs and the quality

of system were focused. The major intent was to define Simple and realistic goals which can be


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achieved in specified time and can be measured as per defined measurements.

Amongtheir goals were:

To make their system fool proof, and with minimum possible virus attacks. To make all employees to be security conscious that even if they do not monitor the

system it remains secure with zero unauthorized attempts to secure data.

How we can differentiate the previous state of the organization before the change from

current condition?

They did not change a lot, they already had quality management system in place and they are

CMMI Level 3 certified organization, they had many controls in place earlier, but now they have

better management of these controls, the records for all activities are kept and the security of data

is more focused now. The secrecy and confidentiality of customer data is grown stronger now.

Compatibility of change to organizational culture

Introduction of the change is one of the most difficult activities in organizational culture; people

are always reluctant to change, especially when there is installation of cameras identification


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devices at entry points, making restricted areas secure and locked. So the most difficult thing was

to change the behavior of people but employees are very cooperative and hardworking. The

culture of organization is autocratic, tasks are assigned by the top management and the

employees have to work accordingly to complete the project before the deadlines. When

information security management system (ISMS) was introduced into the system then employees

have to perform task under some procedures, so it was according to the culture because they

were already working according to some defined procedures.

Type and techniques of change

This was organizational development change. Unfreezing technique was restructuring and

burning plat form as organizations processes were designed to ensure a behavior change while

the Transition technique was whole system planning and education as every department was

involved to ensure and implement information security and as Refreezing technique was

institutionalizing and burning the bridge as the change was built into the formal systems and

structure.

How change was incorporated?

To achieve above described goals NetSol Technologies adopted Quality Management

Procedures that include well-defined management and software development processes and

mechanisms for continuous improvement of their products and services. They also focus not only

on the professional growth of their human resources but also on their working environment. This

helps them to attract and retain the best professionals and keep the company abreast of

innovations in technology.

Involvement of vision

The vision of NetSol technologies is to be recognized by its customers, employees, stakeholders,

vendors, partners and competitors as the number one Software house and IT enabled services

provider in Pakistan. It is focusing on security of data (change) to remain best choice for its


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customer.

Change plan

How was change planned? Complete planning process was done including SWOT analysis, framing reframing,

individual analysis, team session, development of action steps; collate action steps, and

brain storming. Change manager first of all after identifying problem of insecurity of customer data,

through using SWOT analysis, in a briefing session with teams from different

departments of company described all details regarding following issues: What actions does this issue require? What detail must be included? (e.g.; need of employees, technology requirements like

cameras and software,)

How this should be communicated? Who is responsible to do what? By when? How action will be monitored?

How was the change implemented?

It followed the complete cycle of change management i.e. freezing, transition and refreezing.

They hired international consultants for this purpose, which helped them starting from the GAP

analysis till the Stage B audit.

Individual teams from each department were formed and assigned a specific task to make change

effective within their department. Through above described communication strategies message is

delivered effectively. Their performances are checked through internal audit conducted on

quarterly basis and all issues causing hurdles in change implementations are reported to higher

authorities for timely actions.

Challenges faced during implementation


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Cost was a major factor during the entire change to purchase all infrastructures, hardware,

software and security devices.

How was change Reinforced?

They have replaced previous procedures with new processes, hence depletion of old techniques

and introduction of totally new ones does not allow people to return back to work in insecure

working conditions; permanent bonding with new process is developed. Monitory rewards are

also attached with working perfectly in changed environment.

Communication System

Management has clear insight in the communication system. Communication network ishierarchal so highly formal in nature. Information moves in both downward and upward

directions without bypassing any link in the network. Following strategies are being followed to

communicate a clear cut message throughout the organization:

Public address /written memos lower level employees.

Briefing sessions middle level managers.

One-to-one directors and higher authorities.

Employee development and training sessions for change understanding

NetSol Technologies internal audit and Process developing team conducts workshops and in-

house training sessions in all departments at different timings on regular interval basis. It also

ensures through employee trials that they have been trained enough and change has been actually

in practice.

Monitoring and Evaluation

NetSol Technologies has a very strong monitoring system, they have logical monitoring through

different soft wares, physical monitoring, CCTV cameras, and intrusion detection systems are

installed on all glass windows within the premises.


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NetSol Technologists internal audit and Process developing team conducts internal audit on

quarterly basis which never leaves anything hidden. Also annual audit is conducted by Kabani

Saeed Kamran Patel & Co on every first week of June.

Beneficiaries of change, How they are benefited

Customers are the major beneficiaries of this change as this change ensures data secrecy and

leads to more satisfied customers. Other beneficiary is companys management itself because

they need not to put more efforts on training newly hired employees to adjust them in companys

working environment.

Change perceived by employees

Employees are very cooperative, hard working, young, energetic and supportive to change and

through team work in all departments anticipated to make change successful. Management has

distributed the responsibilities among different departments, and different teams are made having

representations from all departments in change management process.

Major Pitfalls and Resistors, Strategies proposed to overcome registersIn NetSol Technologies, currently more than SIX hundred employees are working, majority ofthem are young employees. Employees are very passionate, energetic and hard working. They

didnt resist when the change was introduced. However a five or six senior employees showed

minor resistance in the early stages of change. Through motivation and involving them in change

planning process this problem was resolved.

Gains of the change

It has improved quality of services, data security. Management now can better plan the businesscontinuity, incidents are well managed, all kinds of risk and threats are well assessed and

managed, and lots of other benefits which are worthy to consider.

Impact of change


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Impact of this change has on the overall quality of services. Changed process has helped

management to better monitor either services are smooth and secure enough to make customers

satisfied or not. Impact of change on the cost and ROI (return on investment). As quality of

services has improved, the defect count has decreased, cost of quality has reduced and they have

now a very loyal customer. This trust of customer has increased ROI by almost 30%.

Future plans of the organization

They are planning to improve further by implementing Six Sigma and ITIL.

pbm ritika change mgmt

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