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Giles Foster, M&M Direct - Business change; 2 out of 3 is very bad

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Giles Foster from M&M Direct spoke at the CIO Event, March 2013

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Giles Foster, M&M Direct - Business change; 2 out of 3 is very bad

  1. 1. Graham Benson
  2. 2. Theme : Successful change delivered through People (not Process &Systems)• In terms of perception AND reality• I will share some personal experiences having been through the pain of change a number of times• None of the opinions expressed purport to be expert judgements, factual statements or radical hypotheses – they are just intended as food for thought or the basis of debate• IMO, If you want to know how to do something well, see how others have done it badly and learn !
  3. 3. Who am I , why am I here ?• Change agent , qualified/experienced psychologist & technologist, Strategic Marketeer by training• 25 year career, mixed commercial and technical, eCommerce for 16 years• IT-wise, have been a supplier (outsourcing and GM of a software house) and Corporate end user – Norwich Union, Thomas Cook & Avis Europe• CIO/Director for 4 high-growth etailers (MandMDirect, Play.com, eBuyer.com and Screwfix.com)• Specialise in business transformation• Bear the scars from many change programmes
  4. 4. • Biggest Brands, Lowest prices - mandmdirect.com sells more than 230 brands of men’s, women’sand children’s apparel including Adidas, Bench, Converse, Calvin Klein, Diesel, Levis, Miss Sixty, Nike,Puma, Quiksilver, Reebok, Timberland and Vans )• mandmdirect.com was founded in Leominster in 1987 - currently employs > 700 staff• An active customer base of over 1.2M• Over 90% of all orders received via mandmdirect.com website• 15 million+ visitors each year , turnover in 10/11 over £110M• Acquired by TA Associates in late October 2007
  5. 5. Workshop format : This is NOT a lecture !• I will share a few ideas/opinions to get the juices flowing• You will (hopefully) consider (and note down) your opinions on what you hear• When I have finished rattling through my views , you will : Either Challenge me/your colleagues with a counter view/question then discussOr Support them with an example of your own• My hope is that we generate some stimulating debates ; or at least you are entertained !
  6. 6. Base Principle Your people are your only asset All other assets are delivered by your people If you want to drive change This is done through the people Sustainable change requires securing the heart Not the headNOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  7. 7. I would like to suggest the Magnificent 7 – A set of principles I think you should consider to winthe hearts of your people and thus deliver successful change NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  8. 8. 1. Avoid the mutiny Hand-pick your team NO COMPROMISES !!NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  9. 9. 2. Remember the three C’sCommunicate, Communicate, Communicate BUT don’t create a democracy NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  10. 10. 3. They need to buy it, so you need to sell it ! The key is to understand the WIFM’s then position the argument accordingly NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  11. 11. 4. PASSION – If you don’t believe in it ... How will they Gravitas is over-rated ! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  12. 12. 5. Don’t rubbish the past When changing the future Respect legacyNOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  13. 13. 6. Avoid the temptation to surround yourself with disciples - embrace the naysayers ; they are more powerful ! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  14. 14. 7. Back to the future - Use symbols, stories & Icons to embed the desired culture NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  15. 15. So those are my thoughts – what are yours ?

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