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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...
Kotters Eight Steps of Change
Creating a Climate
for Change
•  1 Increase Urgency
•  2 Build the Guiding Team
•  3 Get the...
Increase Urgency
Build the
Guiding Team
Get the
Right Vision
Communicate
for Buy-In Empower Action
Create Short
Term Wins ...
Identify Lead Resources
ü  Need business leads and IT leads
who can be collaborative
ü  Pull your very best people
ü  D...
Research the Customer Experience
ü  Interview
ü  Survey Data
Map Existing Experience
ü  Highlight Inefficiencies
ü  Hi...
Partners want to go on the journey
Helps partners know where we are
on the project
Rewards and Recognition can be
built ar...
Encourage Creativity…
Increase Urgency
Build the
Guiding Team
Get the
Right Vision
Communicate
for Buy-In Empower Action
Create Short
Term Wins ...
Change Champions Responsibilities
ü  Identified up and coming leaders in each impacted department
ü  Invest in their tra...
Celebrate Key Milestones
Show progress against the
timeline in big, bold visuals
Highlight efficiency gains
Recognize your...
Document new procedures
Keep the score
Be transparent in communication
Understand the power of inclusion
Increase Urgency
...
Address rewards and compensation
Build new goals
Update job descriptions
Establish feedback mechanisms
Share Road Map
Incr...
Kotters Eight Steps of Change
Creating a Climate
for Change
•  1 Increase Urgency
•  2 Build the Guiding Team
•  3 Get the...
Cintas: Chris Duffy
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Cintas: Chris Duffy

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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.

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Cintas: Chris Duffy

  1. 1. Business Transformation Chris Duffy October 2015
  2. 2. About Cintas Direct Sale Strategic Markets
  3. 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. 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. 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. 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. 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. 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. 9. Encourage Creativity…
  10. 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. 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. 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. 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. 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. 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

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