Imagine a world where exam results are delayed – students, parents, schools, and regulatory bodies are all in chaos, with the blame landing squarely on the awarding body.  All because of poorly managed changes.

The real-life stakes of poor change implementation can be severe, with financial penalties, fines from watchdog organisations, and reputational damage just some of the associated risks, all resulting in sleepless nights for business leaders.  Last year, for instance, NCFE were fined £300,000 for failing to develop valid question papers for its healthcare, healthcare science, and science T-level papers in summer 2022.

We see the impacts of poor change management in every industry, even politics.  In the transition from a Tory to Labour government in the UK, Chancellor Rachel Reeves has faced criticism for her handling of the economy, resulting in rising borrowing costs and a depreciating pound.  In the U.S., Donald Trump’s re-election has resulted in confusion regarding policy implementation; his endorsement of a “one powerful bill” approach to his domestic policy agenda has left Senate Republicans uncertain about the legislative path forward, leading to confusion and strategic disputes within the party.

How do people get change management so wrong?

Change management can go wrong due to a variety of factors, with poor communication a key culprit.  In the context of assessments, inadequate communication between awarding bodies and candidates about exam changes can lead to confusion, fear, and even resentment.

One significant barrier to effective communication is fear of backlash.  An awarding body might avoid directly engaging with members or candidates about significant changes for fear of negative reactions, resulting in changes being relayed poorly.  Ironically, this can lead to even greater negative reactions when the changes inevitably go wrong.

Beyond communication issues, operational missteps are another common reason change management can go awry. Logistical challenges like insufficient preparation, a lack of robust technical support, or unclear processes can severely impact the successful rollout of changes, such as switching to a new assessment platform or re-scheduling a physical exam date.

What can happen when changes are mismanaged in assessment?

Unsuccessful change management in the assessment space can result in exam chaos and frustrated candidates, unable to take their exams or get the qualifications they have been working hard for.

An example of poor change management in education is the 2024 case involving the State Bar of California.  The California Supreme Court rejected the Bar’s proposal to implement a new exam due to procedural errors during the approval process.  This decision delayed the rollout of the updated exam, which was designed to replace the multijurisdictional test and save $3.8 million (USD) annually.  This setback underscores the importance of following proper procedures when implementing significant changes.

Ultimately, bad change management leads to emotional and financial tolls on organisations, leaders and end users.  The resulting bad press can also impact public perception of an organisation and result in loss of business – proving that ‘bad press’ really does exist.

What can be done to ensure successful change management?

Transparency regarding any changes should be communicated early, with rationale provided to ensure all those involved understand exactly why and how the changes are happening.  Messaging should be tailored for different audiences and there should be forums or help desks to receive and respond to feedback and questions.

Robust support systems are necessary to help with these responses.  This includes 24/7 technical support to help people during the transitional period, as well as solid internal training programs to equip internal teams with the tools they need to manage queries and resolve issues quickly.

At VICTVS, we have these systems in place to ensure that we can help awarding bodies successfully carry out any changes to an assessment.  Our teams are trained to act quickly and communicate clearly with all involved to ensure that all changes are not only passed on, but understood.  Our 24/7 support team and VICTVS Global Network are also on-hand to help candidates with any problems.

Thinking outside the box

By looking to change management practices in the wider world, VICTVS has been able to gain a broader, more multidimensional perspective that sets us apart from our competitors.  Drawing inspiration from successful examples in other industries, we embrace innovative approaches to implementing change.

The transition to electric vehicles (EVs) is a great example of change implementation on a global scale.  Governments worldwide have used financial incentives to encourage the transition to electric cars, such as subsidies and grants – for instance, the U.S. has federal tax credits (up to $7,500) for EV buyers.  Reduced taxes and free charging have also motivated more people to switch to electric.  Simultaneously, measures such as emission taxes and carbon penalties make traditional vehicles less attractive.

The increase in EV adoption stems from clear communication regarding these policies, effective operational execution, and increasing public awareness of environmental issues.  Together, these elements have created a sustained and growing shift toward electric vehicles.

Though we might not be working in the same industry, there are lessons to be had here.  By aligning well-communicated strategies with operational expertise, we can also ensure that any changes which have to be rolled out with our clients are carried out successfully.

Navigating change management with confidence

Change management is an integral part of any business, but it carries unique challenges in the education sector.  Missteps in this space can disrupt exam schedules, erode trust, and impact candidates’ futures.  By learning from successful change strategies in other industries, we can adopt approaches that combine clear communication, operational excellence, and stakeholder engagement.

At VICTVS, we recognize the importance of managing changes with precision and care.  While we are ready to support awarding bodies in navigating transitions effectively, the broader goal remains creating a culture where change is embraced confidently as an opportunity for growth and improvement.  With the right strategies in place, even the most complex transitions can be managed smoothly.