The Change Management Imperative for   Shared Services and Outsourcing
Why is change management imperative for shared services and outsourcing?•   Manage resistance from perceived ‘loss of cont...
Introducing Deborah and Sourcing Change                 • Was tall and blond, now short                    and dark       ...
Houston, (do) we have a problem?             • How many of you are struggling                 with change?             •  ...
Real purpose of sourcing changeRapid control of and compliance to new           ways of working
Which means revolution…         • Moves fast—makeover through             takeover         •   Not democratic--limited inp...
Where almost everything changes             • Enablers - the what, when,               how             • Outcomes - benefi...
Add loyalty, vision, attitude, performance
Add loyalty, vision, attitude, performance          GOVERNANCE
Complexity       GOVERNANCE                    SPEEDORGANIZATION     WORK GENERATION
Grey matters: Revolution ensues …             • Loss of productivity and morale             • Business line               ...
… and compliance becomes critical              • Credibility—is the sponsor                  credible; is the change credi...
But we avoid dealing with grey …•   Tell, not engage, stakeholders•   Do not equip with skills to change/behaviours•   Do ...
…which results in risk…•   During solution - suboptimal deployment strategy,    inappropriate pace, unrefined organization...
…which results in risk…•   During solution - suboptimal deployment strategy,    inappropriate pace, unrefined organization...
…which results in risk …•   During transition -insufficient knowledge transfer,    loss of productivity, low morale, delay...
…which results in risk …•   During transition -insufficient knowledge transfer,    loss of productivity, low morale, delay...
Typical approach to change management
… which is not “better than before”
For compliance, manage the grey•   What changes for whom? Use what changes to    stage and pace•   What is the context in ...
Stage and pace change
Work with culture
Change by the numbers     6 months to adopt/12 months to embrace/18     Months to expand. No 2 organizations change the sa...
Parting words•   Change management is control of and compliance    to a new business model•    Result is revolution, not e...
Questions? Comments?Resources for Outsourcing and Shared Services Change Management        deborah.kops@sourcingchange.com
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Black, White or Gray - The Change Management Imperative for Shared Services and Outsourcing

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Presentation at Deloittes 2010 conference in Dublin suggesting that outsourcing and shared services implementation is revolutionary

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Black, White or Gray - The Change Management Imperative for Shared Services and Outsourcing

  1. 1. The Change Management Imperative for Shared Services and Outsourcing
  2. 2. Why is change management imperative for shared services and outsourcing?• Manage resistance from perceived ‘loss of control’• Motivate outgoing employees to retain them through the transition period• Ensure effective knowledge transfer• Ensure the right culture and values are created• Embed new ways of working post go-live
  3. 3. Introducing Deborah and Sourcing Change • Was tall and blond, now short and dark • Admits failure • Deep experience as buyer/provider • On mission to help industry succeed through www.sourcingchange.com, the first resource dedicated to outsourcing and shared services change management
  4. 4. Houston, (do) we have a problem? • How many of you are struggling with change? • What is your definition of change management? • Where are you finding the greatest challenges when implementing shared services and outsourcing?
  5. 5. Real purpose of sourcing changeRapid control of and compliance to new ways of working
  6. 6. Which means revolution… • Moves fast—makeover through takeover • Not democratic--limited input from stakeholders • Initial degradation—majority experience or perceive loss • Collateral damage—loss of position/jobs, new “rulers” • Not optional—requires mandatory modification of behavior “Revolution is an attempt to impose by any means rapid and comprehensive changes in the way people behave and think”
  7. 7. Where almost everything changes • Enablers - the what, when, how • Outcomes - benefits from the change • Rules - ordained ways of working • Culture - faith in dogmas
  8. 8. Add loyalty, vision, attitude, performance
  9. 9. Add loyalty, vision, attitude, performance GOVERNANCE
  10. 10. Complexity GOVERNANCE SPEEDORGANIZATION WORK GENERATION
  11. 11. Grey matters: Revolution ensues … • Loss of productivity and morale • Business line rejection/workarounds • Passive resistance—”wait out another program failure” • Unnecessary noise • Open warfare “when rapid advances occur, people think they are merely numbers”
  12. 12. … and compliance becomes critical • Credibility—is the sponsor credible; is the change credible? • Validation—can you get others I trust to do it as well? • Reciprocation—what’s in it for me? • Penalty—if I don’t change, what will you do to me?
  13. 13. But we avoid dealing with grey …• Tell, not engage, stakeholders• Do not equip with skills to change/behaviours• Do not position new “rulers” optimally• Do not harness “self interest”• Ignore the underpinnings of culture• Do not acknowledge “taking” and use it effectively• Do not deal with the psychology of change
  14. 14. …which results in risk…• During solution - suboptimal deployment strategy, inappropriate pace, unrefined organization structure, scope diminution, inadequate response models, insufficient championship, low commitment levels, no defined incentives
  15. 15. …which results in risk…• During solution - suboptimal deployment strategy, inappropriate pace, unrefined organization structure, scope diminution, inadequate response models, insufficient championship, low commitment levels, no defined incentives• At announcement - grief, insurrection, departures, lack of trust, inattention, loss of productivity, high noise levels
  16. 16. …which results in risk …• During transition -insufficient knowledge transfer, loss of productivity, low morale, delays, rework, insufficient training, inadequate response models, wrong pace, improper staff reassignment/exits
  17. 17. …which results in risk …• During transition -insufficient knowledge transfer, loss of productivity, low morale, delays, rework, insufficient training, inadequate response models, wrong pace, improper staff reassignment/exits• At steady state - passive resistance, solution corruption, inability to expand scope, inadequate communication, lost sponsorship, suboptimal performance, duplicate organizations, rejection of sourcing programs
  18. 18. Typical approach to change management
  19. 19. … which is not “better than before”
  20. 20. For compliance, manage the grey• What changes for whom? Use what changes to stage and pace• What is the context in which the change occurs ? Work with the culture• How best to encourage compliance? Apply the psychology of change
  21. 21. Stage and pace change
  22. 22. Work with culture
  23. 23. Change by the numbers 6 months to adopt/12 months to embrace/18 Months to expand. No 2 organizations change the same way. Organization to speak with 1 voice. 3 stages to sourcing change. Infinity = number of opinions. 10+ potential stakeholder groups. Reinforcement of behavior 3 times more powerful than 1 announcement. Maximum attributes to change at once is 5. change programs in effect 24/7. 3 components of initial messaging in 4 phases. 2 most important messengersare sponsors and managers. Majority of change efforts spend only 5 percent on employee concerns. Communication is a 2 waystreet. Effective change results from communicating 7 times and in 7 ways. 1 chance to get it right.
  24. 24. Parting words• Change management is control of and compliance to a new business model• Result is revolution, not evolution, where almost everything changes• Compliance means focus on the grey• The grey can be effectively managed!
  25. 25. Questions? Comments?Resources for Outsourcing and Shared Services Change Management deborah.kops@sourcingchange.com

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