cintas: chris duffy

Business Transformation

Chris Duffy October 2015

About Cintas Direct Sale Strategic Markets

Approach 1

“E-Commerce is an IT project”

Went over budget

Went over schedule

Went live with capabilities only servicing 20% of our customers.

Kotters Eight Steps of Change

Creating a Climate for Change • 1 Increase Urgency • 2 Build the Guiding Team • 3 Get the Right Vision

Engaging and Enabling the Whole Organization • 4 Communicate For Buy-In • 5 Empower Action • 6 Create Short Term Wins

Implementing and Sustaining Change • 7 Don’t Let Up • 8 Make it Stick

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Customers are more empowered today, interacting with you – where, and how, they want…

Identify Lead Resources

ü  Need business leads and IT leads who can be collaborative

ü  Pull your very best people

ü  Dedicate them FULL TIME to the initiative

ü  Invest in Change Management training

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Research the Customer Experience ü  Interview

ü  Survey Data

Map Existing Experience ü  Highlight Inefficiencies

ü  Highlight Customer Pain Points

Map Future State ü  Go Live vs. Road Map

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Partners want to go on the journey

Helps partners know where we are on the project

Rewards and Recognition can be built around the theme

Partners feel part of the bigger picture

Change initiatives are easily identifiable from other business communication

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In

Empower Action Create Short Term Wins Don’t Let Up Make it Stick

Encourage Creativity…

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Change Champions Responsibilities ü  Identified up and coming leaders in each impacted department

ü  Invest in their training and development as part of the project

ü  Address department specific requirements

ü  Build excitement within your teams

ü  Measure the success within your area through departmental KPIs

ü  Lead the transformation initiatives within your teams

ü  Communicate, communicate, communicate

Celebrate Key Milestones

Show progress against the timeline in big, bold visuals

Highlight efficiency gains

Recognize your key players

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Document new procedures

Keep the score

Be transparent in communication

Understand the power of inclusion

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Address rewards and compensation

Build new goals

Update job descriptions

Establish feedback mechanisms

Share Road Map

Increase Urgency Build the Guiding Team

Get the Right Vision

Communicate for Buy-In Empower Action Create Short

Term Wins Don’t Let Up Make it Stick

Kotters Eight Steps of Change

Creating a Climate for Change • 1 Increase Urgency • 2 Build the Guiding Team • 3 Get the Right Vision

Engaging and Enabling the Whole Organization • 4 Communicate For Buy-In • 5 Empower Action • 6 Create Short Term Wins

Implementing and Sustaining Change • 7 Don’t Let Up • 8 Make it Stick