cintas: chris duffy
TRANSCRIPT
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