Change Management in Field Service Operations


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this is the presentation I delivered at Service Management Europe conference. It covers some of my change management experience gained via implementing service re-design and implementation projects.

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Change Management in Field Service Operations

  1. 1. Effective change management in the Field Service Sector James Rock CULTIVAR Consulting Ltd
  2. 2. Background… 15 + years in Line Management 15 years in Consultancy Implementation Focused Working with people & processes Experience from many projects Delivering sustainable improvement
  3. 3. “ Effective” change management… Meets goals & objectives Lasting & sustainable Embraced across the organisation Provides a platform for further improvement Is satisfying for all key stakeholder groups i.e. Delivering what we set out to achieve ….
  4. 4. Change within the Service sector… Pervasive global competition in every industry Customer expectations constantly rising Focus on the service economy Technology rapidly developing & converging Management seeking financial benefits “ Change or Die” is rapidly becoming the norm….
  5. 5. Challenges in the Field Service environment… Remote Field Engineering force Independent working style New roles & responsibilities Consolidation/Centralisation of administration Acquisition of capacity - integration issues Technology developing too rapidly
  6. 6. Technical Work Stream Concept Development Design & Planning Analysis Implementing The Solution A simple approach to implementing new systems … <ul><li>Define objectives & benefits </li></ul><ul><li>Develop To-Be scenario </li></ul><ul><li>Identify resource requirements </li></ul><ul><li>Project planning </li></ul><ul><li>Project approval </li></ul><ul><li>Purchase solution </li></ul><ul><li>Implement </li></ul><ul><li>Train resources </li></ul>Work Stream Tasks <ul><li>Develop As-Is understanding </li></ul><ul><li>Define opportunities </li></ul>
  7. 7. Re-configure Organisation Architecture Re-orient HRM Architecture Re-shape Behaviour Re-build Information Architecture Re-invent Processes Clarify Strategic Vision IT projects often focus and drive from here Research consistently shows that over two-thirds of projects fail due to inadequate attention to these areas A business – wide approach to implementation is required …
  8. 8. Telling Vision set by leaders Selling Leaders need ‘buy in’ Testing How will others react? Consulting Leaders get creative input from others Co-creating Leaders and others collaborate and build a shared Vision together Shared vision strategies should be developmental …
  9. 9. Vision and Values, Attitudes and Behaviours, Skills and Competencies, Communication, etc. Strategy and Plans, KPIs, Processes, Systems, etc. Balanced Programme Sustainable Change Technical Elements Behavioural Elements Vision and Values, Skills and Competencies, Attitudes and Behaviours, Communication , etc. Strategy and Plans, KPIs, Processes, Systems, etc. Sustainable Change A better approach to sustainable change… Combining technical/hard skills with behavioural/soft skills ….
  10. 10. Developing the Vision Engaging The organisation Technical Work Stream Behavioural Work Stream Establishing The Need Cementing The Transformation Concept Development Design & Planning Analysis Implementing The Solution Simultaneously applying parallel work-streams …
  11. 11. Developing the Vision Engaging The organisation Behavioural Work Stream Establishing The Need Cementing The Transformation <ul><li>Establish need & urgency </li></ul><ul><li>Create a guiding co-alition </li></ul><ul><li>Develop a strategy </li></ul><ul><li>Communicate the vision </li></ul><ul><li>Empower broad-based action </li></ul><ul><li>Generate quick-wins </li></ul><ul><li>consolidate gains and produce more change </li></ul><ul><li>institutionalise the culture </li></ul>Work Stream Tasks A holistic approach to implementing new systems … Under-pinned with Change Management tools and techniques ….
  12. 12. Personal Well-being Time Shock Discounting Anger & Blame Preoccupation Internalisation Gradual Acceptance Inevitability Despair or Depression Disbelief Experiencing the emotional Transition Curve …
  13. 13. Experiencing a modified Transition Curve … Personal Well-being Time Euphoria Anger Total Commitment Frustration Concern Energetic
  14. 14. Culture is the self perpetuating collection of beliefs, values, knowledge, methods, procedures and rituals shared by any group of people. Culture is the agreed framework within which groups of people choose to function. Building an excelling culture… “ The way things will get done around here”
  15. 15. Summary Change is inevitable - everyone needs to embrace it The scale and pace of change is relentless for those seeking success There are special challenges within the Field Service environment Adopting tried & tested Change Management tools will increase the chances of successfully implementing sustainable change CULTIVAR Consulting can help to change your service business…
  16. 16. “… helping business owners and senior executives to solve their key business issues…” CULTIVAR Consulting Ltd