Expanding the Role of Change Management in Your Implementation Strategy


Penny Tootle, Consultant, Utilligent, LLC


For utility professionals, effectively leading organizational change is not a one-size-fits-all or a one-and-done proposition. To achieve success, organizations are hard-pressed to facilitate change through multi-level engagement. Tactical engagement requires strategy and clarity to manage expectations, readiness and capacity to change. This course establishes a solid foundation for understanding organizational behavior, design, development and change before introducing key concepts for effectively facilitating initiatives at all levels. Participants will be introduced to a range of organizational change approaches and leading research on the value of incorporating a change strategy in concert with major projects. They will be challenged to develop and defend a convincing business case. Participants preparing for major initiatives can expect to take away strategies and ideas to support the vital work ahead. 

Learning Objectives:

  • Appreciate where human capital and organizational behavior converge;
  • Learn fundamental theories and practices of organizational change;
  • Follow important steps that lead to organizational change, addressing challenges and defending organizational change initiatives along the way;
  • Build a convincing business case for change; and
  • Learn to develop effective implementation strategies for your unique organizational structure/culture.

Who Should Attend?

This course is suitable for middle level management, key operational decision makers and those leading major project initiatives that engage the customer and rely on a front-line workforce to execute. Supervisors and Managers are ideal participants in this course, as well as IT project leads focused on the Customer and User Experience.

What others say about this course:

"Great course! It gave me lots of things to think about."  

“Facilitator was amazing, articulate, and efficient. She's extremely knowledgeable and I wish I could attend more of her courses.”

“Penny is very engaging and provided real life examples to apply learning to situations encountered at work. Very good course.”

"Good class. Learned a lot of techniques that will help me succeed in my job success."


About the Presenter

Penny Tootle
Penny Tootle is a Professional Consultant with Utilligent, after retiring from a successful career in Management with the largest water purveyor in Southern Nevada, The Las Vegas Valley Water District.  She was instrumental in helping The District achieve award winning results in system implementations, stabilization following significant reorganization and spearheaded the incorporation of a full meter to cash approach to customer service. As a consultant her career remains focused on helping utilities achieve success in their quest to fully leverage technology and integrate business solutions and processes for optimal service and bottom line results.  Penny earned her Bachelor of Science in Business Administration and Master of Arts in Human Service Counseling from Liberty University, and her Master of Arts in Leadership Studies from Luther Rice Seminary. She is also a Prosci® certified change practitioner and board member for Quality Assurance and Training Connection.

Penny is known for her endearing and personally impactful communication style.  As an accomplished public speaker and trainer, she has graced the agendas of conferences nationwide; most notably, CS Week, Conferences Connect, Electric Utility Consultants, Inc, International Customer Management Institute, Gartner 1 to 1 Media, Neptune Intelligence Computer Engineering, Quality Assurance & Training Connection, and Utility Analytics.

 Penny is the author of Anointed to Cook, has been married for three decades, is a mother, grandmother and advocate for homeless teens in Las Vegas, Nevada.