Suggestions to use in the define phase to win the resistant block to your Lean Six Sigma improvement project.

1. The resistant curve
1
Supporters
10%
Neutral
Resistants
70% 20%
To win you have:
• Understand the resistant lobby’s force
• Define a straightforward communication strategy
• Focus on the neutral side
• Never spend time and resources on the resistant side

2. Communication strategy
2
Step 1: Based on your company organizational chart, for each defined position you hav
associate the following labels:
• User (person/functional user): U
• Evaluator (person/functional evaluator): E
• Decision Maker (person/functional decision): D
• Approver (person/functional approver): A
A
CEO
D
Engineering Finance
A
MKT
Sales Product Mgr.
E U
E U
R&D
Production Mgr.
E
Purchase
IT Mgr.

3. 3
Step 2: Based on your company organizational chart, for each defined position, add th
The following labels:
• Innovators: I - Pragmatist: P - Laggards: L
• Visionaries: V - Conservatist: C
A P
CEO
D C
Engineering Finance
V A
MKT
Sales Product Mgr.
E U I
E U V
R&D
Production Mgr.
E L
Purchase
IT Mgr.
Innovators
Visionaries
Pragmatist
Conservatives
Laggards
Communication strategy

4. 4DEFINE MEASURE ANALYSE IMPROVE CONTROL
Step 3: Add to your company organizational chart the following informations:
• No Contact:
• In - depth
A P
CEO
D C
Engineering Finance
V A
MKT
Sales Product Mgr.
E U I
E U V
R&D
Production Mgr.
E L
Purchase
IT Mgr.
- Brief Contact - Multiple Contacts
Communication strategy

5. 5
Step 4: Add to your company organizational chart the following informations:
• Hostile: X - Non supporter: -- - Neutral: = - Supporter: +
• Sponsor:
A P
CEO
D C
Engineering Finance
V A
MKT
Sales Product Mgr.
E U I
E U V
R&D
Production Mgr.
E L
Purchase
IT Mgr.
Communication strategy

6. 6
Step 5: On your company map define the influential regions, like:
• Inner circle
• Political structure
A P
CEO
D C
Engineering Finance
V A
MKT
Sales Product Mgr.
E U I
E U V
R&D
Production Mgr.
E L
Purchase
IT Mgr.
Inner Circle
Communication strategy
Influential link

7. 7DEFINE MEASURE ANALYSE IMPROVE CONTROL
Step 6: Design a correct communication strategy, remembering your force and the
Force of your counterpart.
FRONTAL ATTACK
3 : 1
FRAGMENT
SPLIT the PROJECT
FLANKING
POSITION
STRATEGY
ATTACK
STRATEGY
DEVELOP
DEFEND
Communication strategy

8. 8
1. Ignoring the external/internal
trends
2. Ignoring the new processes
3. LSS project’s objectives
misunderstanding
4. Taking action through personal
motivations
5. Being critic on methods and
tools
6. Being passive, delaying the
project
1. In early project’s stage involve
few people.
2. Be always objective with data
and money loss
3. Develop a fast communication
lane: newsletter, benchmarking
analysis
4. Continuous updating
5. Comunicate the need to change
RESISTANT POINTS APPROACH
Communication strategy