| CCAP
takes into account the following 3 areas:
 
players and their skills:
analyzing possible barriers to change,
seeking buy-in to processes.
Products and services provided to the customer,
Information technologies: NTIC.
CCAP distinguishes between actions at 3 levels:
Programs including:
process classification and architecture,
organization and support plan
communication and training plan,
change management from a business transformation point of
view.
Projects developed within the program: coaching and deployment
plan,
Operational systems: progress measurement and performance
indicators.
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