Small Commercial Loans Initiative

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Q4-15 Q1-16 Q3-16 Q4-16Q2-16

NOV DEC JAN FEB MAR APR AUG SEP OCTMAY JUN JULAUG SEP OCT

Define the Change Prepare for Change Make the Change Happen Make the Change Stick

UNDERSTANDING

ADOPTION

REINFORCEMENT

The AWARENESS phase focuses on informing impacted stakeholders that: • Initiative is happening• What change is about• Benefits• When to expect

changes

The UNDERSTANDING phase builds on the Awareness Phase to provide more direct and targeted information (What’s In It For Me) regarding the specific changes to occur

The ADOPTION phase focuses on showing: • Set expectations• Timeline updates• Necessary info to

know prior to training and during roll-out

The REINFORCEMENT phase provides:• Day 1 scenarios• Support for leaders

to reinforce changes• Information and

motivation to:• Sustain adoption• Drive proficiency

The SUSTAINMENT phase provides messaging support acknowledging • Post go-live updates

Business benefits are being achieved

• Tracking adoption outcomes

Validation

Information(General)

Structure

Involvement(Change Agents)

AlignmentSUSTAINMENT

Communication(Targeted)

AWARENESS Go Live

SCL Communication Phases