cracking cultural change
TRANSCRIPT
Pink Elephant – Translating Knowledge into Results
Cracking Cultural Change
Presented by: Helen Windle, ITSM Consultant
Pink Elephant EMEA
Pink Elephant EMEA Ltd
Think Differently. Think Pink
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Introduction
ITSM Instructor
IT Service Transformation
Change Management
Experience within organisations small
to large
Helen Windle
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Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
A Background in Cultural Change
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Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Pain Points
1995 Kotter published research showing that only 30% of
change programs were successful
2008 McKinsey report indicates that success rate for change
projects is just 30%
2011 Standish Group report that the success rate still just is
34%
2013 The Economist reported that the success rate had risen
to 56%
So that is a 26% increase in success in around 20 years
4
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Growing up – The Greiner Curve
5
Growth through creativity
- Crisis of leadership
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Growing up
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Growth through direction
- Crisis of autonomy
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Growing up
7
Growth through delegation
- Crisis of control
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Growing up
8
Growth through co-ordination
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Growing up
9
Crisis of red tape
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Growing up
10
Growth through Collaboration
Internal Growth
- Crisis of identity
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Organizational Development Stages
1
Network
2
Directive
3
Delegation
4
Coordination
5
Collaboration
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Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
3 Prongs
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The Vision
The People
The Reinforcement
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The Vision
The Strategy
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
The Golden Circle
14
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Keep the Vision Aligned
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Business Objectives
The Why
Urgency
Make it a Project
Time
Budget
Resources
Metrics
Start
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The People
The Communication Plan
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Emotional Cycle Of Change
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1250
people
‘Resistance’ – The Top Ten
Saying ‘Yes’; meaning ‘No’
No management commitment
ITIL is the objective not what it should achieve
Never mind about following procedures just do
what we normally do
ITIL Never work here
Throwing (ITIL) Solutions over the wall and
HOPING people will follow them
IT thinks it doesn’t need to understand the
Business to make a Business case
Unable to specify VALUE for the business
No understanding of Business impact & priority
Plan, Do, Stop…No real CSI
1
2
3
4
5
6
7
8
9
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Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Time for Observation
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Attitude – how we respond (positively
or negatively) towards a certain idea,
object, person or situation
Behaviour – response of an individual
or group to an action, environment,
person or stimulus
Culture - encompasses all learned
and shared, explicit or tacit,
assumptions, beliefs, knowledge,
norms and values
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Identify ALL Stakeholders
Identify anyone outside IT affected by this change
Identify if people need new skills for this to succeed
HR will need to be involved for changes in ways of working,
identifying and confirming roles and responsibilities
Are more resources needed to do this?
Audience
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Offsite involving two sets of teams:
Management Role Models
Inter-team Role Models
These teams will need to reconvene to ensure
consistent message
Understanding and Competence
5+ communication plans
Staggered training
Team training
Ensure that there is an open forum for feedback
Universal access to information needed
Consistency
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Acknowledge that previous attempts may not have
succeeded
Training documentation should be accessible
Changes to documentation should be recorded
Clear and concise guidelines of processes and procedures
Clear outlines of roles and responsibilities widely available
Not everyone will win
Transparency
Pink Elephant – Translating Knowledge into Results
The Reinforcement
The Tools and Processes
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Baselines
Pan out your success
Include in communication plan
The Measurements
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Lay The Foundations
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SERVICE STRATEGY
Strategy Management For IT Services
Service Portfolio Management
Business Relationship Management
Financial Management For IT Services
Demand Management
SERVICE OPERATION
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Functions
Service Desk
Technical Management
IT Operations Management
Application Management
SERVICE DESIGN
Design Coordination
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management SERVICE TRANSITION
Transition Planning & Support
Change Management
Service Asset & Configuration
Management
Release & Deployment Management
Service Validation & Testing
Change Evaluation
Knowledge Management
CONTINUAL SERVICE
IMPROVEMENT
Seven Step Improvement
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Other Methods In ITSM
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IT o
rgan
isati
on
al
matu
rity Value chain
Business
Customer
Product / Service
Technology
Business influence
Where Is Your Organisation?
© Crown copyright 2007 Reproduced under license from OGC Figure 8.2 Service Design, page 212
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Where Are Your Processes
Optimising
1
2
3
4
5
In terms of:
-vision and steering
-people
-processes
-technology
-cultureInitial
Repeatable
Defined
Managed
Pro
cess M
atu
rity
© Crown copyright 2007 Reproduced under license from OGC Figure 8.3 Service Design, page 212
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
A good fable
Set the Stage
Decide What to Do
Make it Happen
Make it Stick
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J. P. Kotter’s ‘Eight Steps…’
Set the Stage
1. Create a sense of urgency
2. Pull together the guiding team
Decide What to Do
3. Develop the Change Vision and Strategy
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J. P. Kotter’s ‘Eight Steps…’
Make it Happen
4. Communicate for understanding and buy in
5. Empower others to act
6. Produce short term wins
7. Don’t let up!
Make it Stick
8. Create a new culture
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Things to Think About
Micromanaging is a no
Keep things simple – leave red tape at the door
Think about risks
PEOPLE PEOPLE PEOPLE
Change is expensive - do not underestimate this
Time
Cracking Cultural Change © Pink Elephant 2016 unless otherwise stated. All Rights Reserved.
Questions?
Contact Us:
+44 (0)118 324 0620
www.pinkelephant.co.uk
33
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Watch this webinar on the Pink Elephant UK BrightTALK channel
https://www.brighttalk.com/webcast/10001/198411
Other related links:
http://pinkelephant.co.uk/consultancy/organisational-change/
http://pinkelephant.co.uk/business-simulation/