Are You Ready for Change?

Group 3
 Culture

People Processes
 1
Address the Human Side
Systematically
 Address the Human Side
Systematically

• People issues
• Reactive and case-by-case approach

• Comprehensive Strategy – Based Transformation Approach

Capability Program Change

Strategy
Building Management Management
Consumer Services Company
 2
Start at the Top
 Start at the Top

• Leadership change

• “Walking the Talk”

• Executive committed to
the direction of change

• Understand culture &

behaviour.
 3
Real Change at the Bottom
Real Change at the Bottom

1
• Define Strategy

2
• Set Target

3
• Design

4
• Implement
 Multi Line Insurer

10 Officers
Strategy, Vision

60 -80 Senior
Executives & Managers
Design core of change
initiative

500 field leaders

Driving implementation
 4
Confront reality, faith & vision
 Confront reality, faith & vision

Demonstrate –
Confront Provide a road
Faith, future &
reality map
leadership
 Packaged Goods Company

• Shedding 30% of workforce

• Embrace new business strategy
• Compelling vision to lead the Company forward
 5
Create Ownership, not just buy - in
 Create Ownership, not just buy - in

• Not buy – in or passive agreement

Ownership

Identify Issues Craft Solutions

Reinforcement – Incentive &

Rewards

Tangible Psychological
 6
Practice Targeted Over - Communication
Practice Targeted Over - Communication

Ability of organisation to understand,

adopt & act on plans

Change programs reinforce core

messages

How? Regular, timely advice

Communication – inbound & outbound

Input, feedback, emotional response

 Internal Revenue Service

• 1990s – IRS
• Vision of treating Taxpayers as customers
• Turn Bureaucracy into world – class service organization
• Ambitious communication program
• Training sessions, videotapes and newsletters
 7
Explicitly Address Culture,
Attack Cultural Center
Explicitly Address Culture,
Attack Cultural Center
 Consumer Goods Company

Demand

Profitability Bottom – line Accountability

Culture

Marketing Deptt.

Whole Company
 8
Assess the Cultural Landscape Early
 Assess the Cultural Landscape Early

• Assess readiness to change

• Identify factors that support or inhibit change
• Target sources of leadership & resistance
• Identify core values, beliefs, behaviors & perceptions
• Design key change elements
 US Healthcare Company

• Competitive & financial pressures

• New operating model
• Leadership stood behind it
• CEO shift
 9
Prepare for the Unexpected
 Prepare for the Unexpected

People react in Areas of anticipated

unexpected ways resistance fall away External environment shifts

Reassess the impact of

change efforts

Next wave of transformation

 10
Speak to the Individual as well as the
Institution
Speak to the Individual as well as
the Institution

Be honest
& explicit

Individual
&
Institution

Highly
What is
visible
expected?
rewards
Thank You!