People Matter More Than Process in Change and Transformation

by Michael Nord:

In large organizations, change and transformation projects are a constant. Whether it’s a digital transformation, restructuring, or new ways of working, organizations too often focus heavily on the process – defining frameworks, implementing new systems, and ensuring compliance. However, true success in change comes not from the process itself, but from the people who make it happen. In its recent #StateoftheSector report #Gallagher focuses on how employees are often subjected to communication from multiple stakeholders, each insistent that their change was important for all employees.

The Human Factor in Change Management

Too often, change initiatives fail because they overlook the critical role of employee engagement. No matter how well-designed a new process is, if the workforce is not engaged, informed, and motivated, the transformation effort is unlikely to succeed. Here’s why prioritizing people over process is essential:

1. Communication is the Cornerstone of Successful Change

Effective communication and engagement ensures that employees understand the why behind the change. When leadership articulates a compelling vision and provides consistent updates, it reduces uncertainty and resistance. Transparent, two-way communication allows employees to voice concerns, ask questions, and feel heard – thereby building trust and alignment.

2. Engagement Drives Adoption

I do not believe people resist change per se – they resist being changed without being involved. Engaging employees early in the process helps them feel a sense of ownership. Whether through workshops, listening and feedback sessions, or pilot programs, giving employees a voice in the transformation increases buy-in and ensures smoother adoption.

3. Culture Eats Strategy for Breakfast

As Drucker’s famous quote suggests, organizational culture is the true driver of transformation success. If the culture does not support change, even the best strategies will fail. Leaders should foster a culture of adaptability, continuous learning, and resilience to make transformation sustainable.

4. Leadership Sets the Tone

Leaders play a crucial role in modeling the behaviors they want to see in their teams. When leaders demonstrate openness to change, communicate consistently, and show empathy towards employees navigating the transition, they set the stage for a more positive change experience.

5. Training and Support Make Change Stick

Again and again I have seen how providing the necessary training and support ensures that employees have the tools and confidence to navigate change. Whether through skill-building programs, mentorship, or on-the-job learning, investing in people’s development strengthens the foundation for transformation success.

The Future of Change is People-Centric

I truly believe that organizations that prioritize their people over rigid processes will see greater success in transformation initiatives. Change is not just about new tools, workflows, or strategies—it’s about the mindset and engagement of those who implement and live through it.

By focusing on communication, engagement, leadership, and cultural alignment, organizations can build a workforce that embraces change rather than fears it. After all, change and transformation is not something done to people—it’s something achieved with them.

What’s Next? How does your organization ensure people remain at the centre of change? Let’s discuss in the comments! Or, feel free to reach out to me.

Image by Copilot

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Michael Nord, SCMP is a change communication specialist based in Amsterdam.

Written by: Editor