Digital transformation is often more about business and culture shift than technology. Christine will share the changes that Cintas needed to make in their business more than the tech platform itself – and how they pulled it off. Hear about the business side of their digital transformation and how they took a step back from jumping into an “IT Project” to set an overall vision, enable organizational change, and bring the entire team along on the journey.

1. Business Transformation
Chris Duffy
October 2015

2. About Cintas
Direct Sale Strategic Markets

3. Approach 1
“E-Commerce is an IT project”
Went over budget
Went over schedule
Went live with capabilities
only servicing 20% of
our customers.

4. 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

5. 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…

6. 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

7. 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

8. 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

9. Encourage Creativity…

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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