National foreword

This Published Document is the UK implementation of ISO/TS 10020:2022.

The UK participation in its preparation was entrusted to Technical Committee QS/1/3, Quality Management - Supporting Standards.

A list of organizations represented on this committee can be obtained on request to its committee manager.

Contractual and legal considerations

This publication has been prepared in good faith, however no representation, warranty, assurance or undertaking (express or implied) is or will be made, and no responsibility or liability is or will be accepted by BSI in relation to the adequacy, accuracy, completeness or reasonableness of this publication. All and any such responsibility and liability is expressly disclaimed to the full extent permitted by the law.

This publication is provided as is, and is to be used at the recipient’s own risk.

The recipient is advised to consider seeking professional guidance with respect to its use of this publication.

This publication is not intended to constitute a contract. Users are responsible for its correct application.

This publication is not to be regarded as a British Standard.

Compliance with a Published Document cannot confer immunity from legal obligations.

This Published Document was published under the authority of the Standards Policy and Strategy Committee on 31 October 2022.

Foreword

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The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

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This document was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance, Subcommittee SC 3, Supporting technologies.

Any feedback or questions on this document should be directed to the user’s national standards body. A complete listing of these bodies can be found at www.iso.org/members.html.

Introduction

The purpose of this document is to describe processes for organizational change management (OCM) that can be used by organizations when undertaking any form of OCM. It comprises process descriptions that elaborate the OCM processes.

Since OCM is a key approach to risk-mitigation in organizational development, this document follows a risk-based approach. Risk-based change management is a best-practice approach to strategizing and managing organizational change, as it allows changes to be prioritized and focused on the most important needs and opportunities.

Each process is described using the generic process template provided in ISO/IEC/IEEE 24774:2021, and covers the purpose, outcomes, activities, tasks and information items of each process.

Documentation items to be produced by the OCM processes are provided in Annexes A and B.

Annex C provides a high-level cross-reference between the clauses of this document and the clauses of ISO 9001.

This document aims to provide OCM practitioners with the information required to manage and perform OCM in organizations.

1 Scope

This document specifies processes that can be used to govern, manage and implement organizational change management (OCM) for organizations, projects or smaller activities. It comprises generic process descriptions that describe the OCM processes. Supporting diagrams describing the processes are also provided.

This document is applicable, but not limited, to change sponsors, change agents, change team members and project managers, particularly those responsible for governing, managing and implementing organizational change.

2 Normative references

3 Terms and definitions

4 Organizational change management concepts

4.1 General

4.2 Organizations and interested parties

4.3 Conditions under which organizational change is likely to take place

4.4 OCM process perspective

4.5 Process model

5 Governance process

5.1 General

5.2 Process

5.3 Purpose

5.4 Outcomes

5.5 Developing OCM policy and strategy

5.6 Documented information

6 Management processes

6.1 General

6.2 Change scenario process

6.3 Interested party identification process

6.4 Intervention definition process

7 Implementation processes

7.1 General

7.2 Issue identification process

7.3 Affected interested party identification process

7.4 Affected interested party intervention process

7.5 Change management reporting process

8 Measuring affected interested party intervention progress on the change matrix

8.1 The change matrix

8.2 Rating the change matrix position

8.3 Aggregation of affected interested parties change matrix positions to higher levels

Bibliography

PD ISO/TS 10020:2022

Quality management systems. Organizational change management. Processes

Current, Under Review

Published:

31 Oct 2022