Business Transformation - don't let the bugs win!.pptx
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Identify the bugs and weaknesses within your organisation's operating model before your competitors do. Please check out my full article on LinkedIn: https://www.linkedin.com/pulse/operating-models-dont-let-bugs-win-jon-stephenson
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No part of this workbook may be reproduced, stored, or transmitted in any form or by any means – electronic, mechanical, photocopy, recording, or otherwise – without the permission of Anat Lechner, PhD.
CHANGE PLAN
INSTRUCTIONS:
• PAGE LIMIT IS 10 PAGES W/OR PREFERRED FORMAT
• INCLUDE SOURCES (REFERENCES, LINKS ETC) WHEN RELEVANT
• SUBMIT BY DECEMBER 19, 2016 @4PM (VIA E-MAIL TO [email protected])
CHANGE MANAGEMENT
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PROFESSOR ANAT LECHNER
A. Competency Analysis
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challenges need to be addressed?
Q2: Calibrate the direction for change proposed in your ‘WB 1 - Future View’ discussion, based on your competency analysis –
what seem to be a feasible AI-related change trajectory for the company?
Workbook 2 Prof Anat Lechner Change Plan
No part of this workbook may be reproduced, stored, or transmitted in any form or by any means – electronic, mechanical, photocopy, recording, or otherwise – without the permission of Anat Lechner, PhD.
B. Feasibility Analysis
Q1: To determine the likelihood of success implementing the ideas developed in Section A above, you’ll need to conduct a
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I hope you find it useful.
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I hope you find it useful.
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Presentations - ensure your slides go down well!.pptx
I was talking to a colleague recently about the "Bring Back Bovril" presentation I'd once delivered on a training course to illustrate the link between my favourite football team's decline and it's removal of Bovril as a hot drink option for spectators. I convinced my fellow delegates through graphs and anecdotal evidence that re-introducing the beef-extract beverage would help restore the team to it's former glories, and by the end of my presentation they were all chanting my BBB war cry!
They were worried about an upcoming presentation so they'd asked me for some tips. As my suggestions and stories seemed to go down well, I thought it would be another good topic for an article.
In my experience, successful presentations are built around two main pillars - preparation and delivery.
I've summarised my tips on a slide - I hope you found it useful.
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Job Hunting - hats the way to create a strategy!pptx
I've often used Edward de Bono's Six Thinking Hats® at work to provide a structured but creative and highly effective approach for formulating strategies to tackle difficult and challenging situations, on both a group and individual basis.
As I have recently left my employer, I thought I would apply the hats to develop a clear job hunting strategy for securing my next role.
The easiest and, in my opinion, most effective way to use the hats is to do so sequentially:
White Hat - what are the facts (not opinions) about the situation you want to address?
Red Hat - how do you feel about the facts/situation?
Black Hat - what are the causes of your negative feelings and what do you consider to be the downside of the situation?
Yellow Hat - what are reasons for your positive feelings and what do you consider to be the upsides?
Green Hat - what ideas/options can you identify to overcome your negative feelings, address the downsides and build upon your positive feelings and the upsides?
Blue Hat - taking everything into consideration, what clear actions are you going to implement to take control of the situation?
I found the experience to be very cathartic and I have produced a couple of slides to summarise the outputs.
If you have any questions about de Bono's hats and their practical application, I'd be happy to help.
Hopefully this will resonate and inspire you to create your own job hunting strategy.
Good luck!
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Absence Management - treating people fairly 241222.pptx
I've summarised my approach to managing absence on a slide - I hope you find it useful.
Adopting these principles is not easy because you need to take responsibility for your actions and be prepared to justify your decisions, as you can't hide behind a generic set of rules. It will, however, improve overall performance and increase people satisfaction with reduced absence, absenteeism, and attrition rates.
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Job Hunting - the key characteristics of a successful job hunter?!.pptx
What's got three pairs of arms, giant feet, eagle eyes, a pig's snout, a brass neck, and thick skin?
If you're looking for a new job, I hope you match that description because I reckon those are some of the key attributes that a job hunter needs to be successful!
I'm sure we'd all agree that finding a new job isn't easy and it's a real test of mental strength. Based upon my experiences so far, I've pulled together a list of characteristics that I think you'll need during your job hunt.
I've captured them on a slide alongside some supporting steps - I hope you find them interesting and useful.
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Customer Experience - don't forget the bigger picture!.pptx
I once ran an offsite exercise where I tasked four cross-functional groups of managers to make four separate items - a horse, a jockey, a stable and a fence.
Each group was given a card with the name of the product they needed to make and some basic design requirements - the colour of the horse, the clothes for the jockey, the number of doors and windows for the stable, and the type of panels for the fence. They were also given a mixture of materials and tools to help them complete their tasks - different ones in each group.
I told them it was a team challenge and said my co-facilitators and I would be observing their behaviour during the task, and we'd judge their products at the end of the exercise.
At the end of the task, I asked them to come up and present their products. When all four groups had finished, I complimented them on the quality of their individual items but then reminded them that it had been a team exercise.
I said the objective of the team exercise had been to create a jockey, a horse, a stable and a fence so, as their customer, I wanted to judge how well they all went together. I could hear the pennies slowly dropping before the protests started as we discovered that the jockey was too big for the horse, the stable was too small for the horse and the fence was too high for the stable!
Individually, the items were fine, but the overall effect was disjointed - the whole was less than the sum of the parts. They hadn't considered the bigger picture or looked at it holistically from their customer's perspective. They hadn't involved me (their customer) in the contextual design of their products or sought my feedback during the task.
They'd chosen to internalise their measures of success and work as individual groups jockeying for position rather than one large team. They'd created their own silos and thrown the problems for the customer over the fence - even though they knew the purpose of the offsite was to encourage cross-departmental working!
It was a powerful message - departments in the best organisations work together, not against each other, to improve their overall performance and deliver an optimal customer experience.
I ran the exercise at four more offsites and each time it was the same outcome. I'd sworn the earlier participants to secrecy and the first thing they asked their colleagues, when they returned to the office, was "How big was your horse?"!
The offsites had the desired effect - a clear commitment from everyone to step outside silos, establish cross-departmental communication channels and work collaboratively as one business. Clients welcomed the joined-up approach and there was an increase in satisfaction levels, cross-sales and retention rates.
I hope you find this slide useful.
You can check out my full LInkedin article using the following link:
https://www.linkedin.com/pulse/teamwork-dont-forget-bigger-picture-jon-stephenson
Incident Management - learn fast but don't get furious!.pptx
I've managed quite a few incidents (and false alarms) throughout my career - loss of systems, power cuts, supply chain issues, adverse weather conditions (including golf-ball sized hailstones), small fires, staff shortages and even one where a colleague was stuck in a lift.
Proactive planning and preparation make incidents easier to manage, but I've still gained experience and learned valuable lessons from every one of them. For example, I now know that you don't tell someone who is stuck in a lift that the engineer will be here in 20 minutes because you might panic them, if they think that's a long time! You should avoid giving timescales - simply reassure them by saying help is on the way and you'll soon have them out of there.
I was thinking about the advice I'd give to someone managing an incident for the first time and I came up with the following list:
- Stay calm under pressure and reassure others
- Be assertive, not aggressive
- Ensure there are no egos in the room
- Listen to the experts
- Be decisive and inspire confidence
- Provide clear instructions
- Be prepared to react to a changing situation
- Learn fast and keep learning
- Stay in the present, don't look back
- Leave any retrospection for the Post Incident Review
- Make a record of all actions and decisions
- Communicate regularly to the wider team
- Revise your business continuity plans (after the incident) based upon the lessons you've learnt
I've summarised the above list on a slide. If you're new to incident management, I hope you find it useful. If you're an experienced Incident Manager, what would you add to the above list?
To read my full article, please go to:
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Team Feedback - you've been framed!.pptx
I was introduced to the A-Frame by an inspirational boss many years ago, and I've used it ever since with both new and established teams.
It takes its name from the main headings of a four-box grid - Applaud, Ask, Assert, Anticipate, and it focuses on what people want/don't want and get/don't get from a particular situation.
It can be used to structure discussions on lots of different subjects, but I like to use it to request feedback on my situational leadership:
Applaud - what would you like me to continue doing?
Ask - what would you like me to start doing?
Assert - what would you like me to stop doing?
Anticipate - what don't you want me to start doing?
Before committing to the exercise, it's essential that your team feel empowered to provide objective feedback, and that you're in the right frame of mind to receive it. Don't be defensive or try to rationalise it - take it as an opportunity to learn.
I've found that it works best if you ask your team to collectively agree the feedback, and then meet with them to review it. Each time it has prompted excellent discussions. I've used the feedback to produce a development plan for myself and, at the same time, to document the support I need from them to help me become a more effective leader.
It's important to track progress against the plan and request feedback on a regular basis as their needs may change over time. You'll find that your team will be more precise and get better at providing examples each time they complete the exercise.
I've summarised the above points on a slide - I hope you find it useful. I've also included the 'A' Frame on a separate slide.
So, why not give it a go? I'm sure your team will engage with the process, and they'll be delighted with the changes you make and the positive impact it has on their intrinsic motivation and overall performance. Embrace it and you'll start to hear great things, like what you see, and have a spring in your step!
Please use this link to check out my full article on LinkedIn:
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Client Retention - a strategy to mind the gap!.pptx
Whilst I fully accept that it's everyone's collective responsibility to optimise the customer experience and reduce attrition rates, I believe it's essential for organisations to develop a clear and robust retention strategy.
I remember being asked to devise and implement a retention strategy for a professional services business. Renewal rates had been on a downward trend for several years, so I was keen to understand why this was happening. When I sat down with the account managers, I discovered that most of their time was dedicated to contacting clients in the last six months of their contract and attempting to secure their renewal.
Unfortunately, by the time they reached out to their clients, it was usually too late - most of them had already made the decision to either stay or move on, so their efforts had no meaningful impact on the renewal rates. Additionally, there was no attempt to win back lost business or address the root cause of customer dissatisfaction.
It was very clear that there were rudimentary gaps in their approach and a radical overhaul was required, so I created a five-stage strategy covering Attention, Detection, Prevention, Retention and Redemption.
It was a major programme of work but, crucially, it had the full backing of the SLT and within twelve months we'd reversed the trend and renewal rates started to climb dramatically.
I've summarised the five stages on a slide - I hope you find it useful. I've also included a mind map showing the five stages and their linked activities.
Please use the following link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/client-retention-strategy-mind-gap-jon-stephenson
Business Transformation - getting ready to scale and polish!.pptx
Scaling-up is about achieving an exponential increase in capacity and productivity without sacrificing quality. It's not a one-size-fits-all process, and you'll need to tailor your solutions to provide the polish, but the ten principles on this slide should form the basis of your strategy.
Please use this link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/business-transformation-getting-ready-scale-polish-jon-stephenson
Mentorship - the butcher, the baker, the candlestick maker!.pptx
If you get the opportunity to become a mentor, through a scheme or a direct approach, I’d highly recommend it, and I'm sure your future self will thank you.
I’ve always enjoyed helping colleagues and I’d like to think I’ve played my part in their subsequent development and achievements, and developed a few skills myself along the way.
So what skills do you need to be a mentor? When I joined my first scheme, I was told that I'd need to be a coach, a counsellor and a cheerleader but based upon my experience as both a mentor and mentee, I'd say the different hats you need to wear are more akin to the characters from an old nursery rhyme - butcher, baker and candlestick maker!
Please check out my full article on LinkedIn to find out why:
https://www.linkedin.com/pulse/mentoring-schemes-say-hello-butcher-baker-maker-jon-stephenson
Stakeholder Management - just what the Doctor ordered!.pptx
I've always believed that stakeholder management is key to business transformation. If you want to be given a clean bill of health and avoid major surgery after you introduce change within your organisation, it’s essential that you manage your stakeholders effectively throughout the programme.
My prescription for good stakeholder management covers four essential areas:
- Identifying stakeholders
- Managing expectations
- Engaging appropriately
- Communicating effectively
I've captured my tips for managing these four areas on a slide - I hope you find it useful.
Please use the following link to check out my full LinkedIn article:
https://www.linkedin.com/pulse/stakeholder-management-just-what-doctor-ordered-jon-stephenson
Performance Improvement - at least we're not going backwards!.pptx
I recall a business analyst saying to me "I don't know why you want me to look at that measure again, the rate hasn't changed since the last time I reviewed it."
I explained that the lack of improvement was precisely the reason I wanted him to look at it again. I was shocked by his blasé attitude towards performance management, but I was pleased that he'd given me an idea for another article!
Standing still will usually result in your organisation moving backwards because whilst you stagnate your competitors will all be attempting to move forward. Unless you're in a rowing boat or a tug-of-war team, forward momentum is key to success. If you become complacent about your performance, you'll soon start shipping customers, and then you'll get that sinking feeling!
Please check out my full article on LinkedIn using the following link:
https://www.linkedin.com/pulse/performance-improvement-least-were-going-backwards-jon-stephenson/
Trust and Integrity - key behavioural traits.pptx
Here's my personal checklist for Trust and Integrity - I hope you find it useful.
Please check out my full article on LinkedIn where I discuss some instances where trust an integrity wasn't foremost in people's thoughts:
https://www.linkedin.com/pulse/trust-integrity-dog-ate-my-excuses-jon-stephenson
Judgement & Decision-making - the joys of blissful ignorance!.pptx
I've found that sound judgement and decision-making requires an open mind and a proven process.
I've captured the main points of the process and the likely outputs in a slide.
I've also included a grid showing the four main decision types based upon their urgency and importance.
I hope you find them useful.
Please use this link to check out my full LinkedIn article that was inspired by the comments of a former colleague about my approach to decision-making:
https://www.linkedin.com/pulse/judgement-decision-making-joys-blissful-ignorance-jon-stephenson
People Retention - maximising intrinsic motivation.pptx
People retention is a key issue in many sectors - so what can you do to reduce attrition rates?
In my opinion, it's about winning hearts & minds rather than just using carrots & sticks.
I firmly believe that many organisations fall into the trap of trying to make a boring, tough or stressful job more tolerable through extrinsic motivation. Yes, we know it's not a great job but look at the rewards & benefits package, the team spirit, the social events and the prizes (carrots) you can win! But if you're not very good at it, the carrots turn into sticks. When people leave these organisations, they often talk about missing their colleagues but very rarely their jobs.
So why don't you make it less boring instead?
Instead of just compensating for the nature of the role, you should also look at ways to make the job more interesting and enjoyable - enabling people to derive intrinsic motivation from it.
Creating a role that offers intrinsic motivation is more likely to reduce attrition. It will stop most people looking in the first place and make the others think twice before moving on. If people enjoy their roles, they are less likely to wonder if the grass is greener on the other side. When people do leave, they usually talk about missing their colleagues and loving their jobs. They also tend to retain a sense of pride, loyalty and emotional attachment to the organisation.
So how do you create the right environment for intrinsic motivation?
Alfie Kohn, in his excellent book Punished by Rewards, breaks it down into collaboration, content and choice. I have distilled this further into practical tips and summarised it on a slide I hope you find it useful.
Please use this link to check out my full article on LinkedIn:
https://www.linkedin.com/post/edit/intrinsic-motivation-key-people-retention-jon-stephenson
Managing Upwards - show them who's boss!.pptx
I've had the pleasure of working for lots of great bosses and I've learnt from all of them. They've had different approaches and leadership styles, but I've discovered over time that, when it comes to managing upwards, they generally all have the same needs. These tend to fall under three main requirements - they want their teams to support, impress and respect them.
With this in mind, I thought it would be useful to summarise in a slide some of the key principles that I try to follow. I hope you find it helpful.
Please use the following link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/managing-upwards-show-them-whos-boss-jon-stephenson
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Business Transformation - what a refreshing change! .pptx
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Job Hunting - pick over this fishbone for telephone interviews!.pptx
Resource Management - you don't need a DeLorean!.pptx
Resource Management - you don't need a DeLorean!.pptx
Continuous Improvement - implementing a clear strategy.pptx
Continuous Improvement - implementing a clear strategy.pptx
Presentations - ensure your slides go down well!.pptx
Presentations - ensure your slides go down well!.pptx
Job Hunting - hats the way to create a strategy!pptx
Job Hunting - hats the way to create a strategy!pptx
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Job Hunting - the key characteristics of a successful job hunter?!.pptx
Job Hunting - the key characteristics of a successful job hunter?!.pptx
Customer Experience - don't forget the bigger picture!.pptx
Customer Experience - don't forget the bigger picture!.pptx
Incident Management - learn fast but don't get furious!.pptx
Incident Management - learn fast but don't get furious!.pptx
Client Retention - a strategy to mind the gap!.pptx
Client Retention - a strategy to mind the gap!.pptx
Business Transformation - getting ready to scale and polish!.pptx
Business Transformation - getting ready to scale and polish!.pptx
Mentorship - the butcher, the baker, the candlestick maker!.pptx
Mentorship - the butcher, the baker, the candlestick maker!.pptx
Stakeholder Management - just what the Doctor ordered!.pptx
Stakeholder Management - just what the Doctor ordered!.pptx
Performance Improvement - at least we're not going backwards!.pptx
Performance Improvement - at least we're not going backwards!.pptx
Judgement & Decision-making - the joys of blissful ignorance!.pptx
Judgement & Decision-making - the joys of blissful ignorance!.pptx
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"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
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Enterprise Excellence is Inclusive Excellence.pdf
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
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Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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- 1. Jon Stephenson https://uk.linkedin.com/in/stephensonjon Business Transformation – don’t let the bugs win! Implement a target operating model that’s fit for purpose – don't waste your energies by constantly repairing your existing weaknesses Stay on TOP by aligning it with your business strategy: Technology (information, servicing, and management systems) Organisation (people, suppliers, location, and facilities) Processes (policies, procedures, workflows, and services) Add governance, controls, measures, reporting – keep your finger on the pulse & guard against complacency Walk the flows, review touch points, and analyse data – use leading measures to provide you with early warning signals Ensure any workarounds are just a short-term fix – they will expose your inefficiencies as the organisation grows Don't be distracted by noise in your systems – avoid knee-jerk reactions and make informed decisions Get rid of bugs quickly and completely – don't allow them to get bigger or multiply