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Graham Benson
Giles Foster, M&M Direct - Business change; 2 out of 3 is very bad
Theme : Successful change delivered through People (not Process &
Systems)

• In terms of perception AND reality

• I will share some personal experiences having been through the pain of change a number of times

• None of the opinions expressed purport to be expert judgements, factual statements or
  radical hypotheses – they are just intended as food for thought or the basis of debate

• IMO, If you want to know how to do something well, see how others have done it badly and learn !
Who am I , why am I here ?

• Change agent , qualified/experienced psychologist & technologist, Strategic Marketeer by training

• 25 year career, mixed commercial and technical, eCommerce for 16 years

• IT-wise, have been a supplier (outsourcing and GM of a software house) and Corporate end user
  – Norwich Union, Thomas Cook & Avis Europe


• CIO/Director for 4 high-growth etailers (MandMDirect, Play.com, eBuyer.com and Screwfix.com)


• Specialise in business transformation


• Bear the scars from many change programmes
• Biggest Brands, Lowest prices - mandmdirect.com sells more than 230 brands of men’s, women’s
and children’s apparel including Adidas, Bench, Converse, Calvin Klein, Diesel, Levis, Miss Sixty, Nike,
Puma, Quiksilver, Reebok, Timberland and Vans )

• mandmdirect.com was founded in Leominster in 1987 - currently employs > 700 staff

• An active customer base of over 1.2M

• Over 90% of all orders received via mandmdirect.com website

• 15 million+ visitors each year , turnover in 10/11 over £110M

• Acquired by TA Associates in late October 2007
Workshop format : This is NOT a lecture !
• I will share a few ideas/opinions to get the juices flowing

• You will (hopefully) consider (and note down) your opinions on what you hear

• When I have finished rattling through my views , you will :

     Either
                Challenge me/your colleagues with a counter view/question then discuss
Or
                Support them with an example of your own

• My hope is that we generate some stimulating debates ; or at least you are entertained !
Base Principle

                   Your people are your only asset

      All other assets are delivered by your people

                       If you want to drive change

                  This is done through the people

    Sustainable change requires securing the heart

                                     Not the head
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
I would like to suggest the Magnificent 7 –

   A set of principles I think you should consider to win

the hearts of your people and thus deliver successful change




      NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
1. Avoid the mutiny

                   Hand-pick your team

                 NO COMPROMISES !!



NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
2. Remember the three C’s

Communicate, Communicate, Communicate

         BUT don’t create a democracy




   NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
3. They need to buy it, so you need to sell it !

    The key is to understand the WIFM’s

      then position the argument accordingly




     NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
4. PASSION – If you don’t believe in it ...

                                  How will they

                    Gravitas is over-rated !



   NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
5. Don’t rubbish the past

             When changing the future

                            Respect legacy




NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
6. Avoid the temptation to surround yourself
  with disciples - embrace the naysayers ;
           they are more powerful !



    NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
7. Back to the future - Use symbols, stories & Icons
            to embed the desired culture




        NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
So those are my thoughts – what are yours ?

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Giles Foster, M&M Direct - Business change; 2 out of 3 is very bad

  • 3. Theme : Successful change delivered through People (not Process & Systems) • In terms of perception AND reality • I will share some personal experiences having been through the pain of change a number of times • None of the opinions expressed purport to be expert judgements, factual statements or radical hypotheses – they are just intended as food for thought or the basis of debate • IMO, If you want to know how to do something well, see how others have done it badly and learn !
  • 4. Who am I , why am I here ? • Change agent , qualified/experienced psychologist & technologist, Strategic Marketeer by training • 25 year career, mixed commercial and technical, eCommerce for 16 years • IT-wise, have been a supplier (outsourcing and GM of a software house) and Corporate end user – Norwich Union, Thomas Cook & Avis Europe • CIO/Director for 4 high-growth etailers (MandMDirect, Play.com, eBuyer.com and Screwfix.com) • Specialise in business transformation • Bear the scars from many change programmes
  • 5. • Biggest Brands, Lowest prices - mandmdirect.com sells more than 230 brands of men’s, women’s and children’s apparel including Adidas, Bench, Converse, Calvin Klein, Diesel, Levis, Miss Sixty, Nike, Puma, Quiksilver, Reebok, Timberland and Vans ) • mandmdirect.com was founded in Leominster in 1987 - currently employs > 700 staff • An active customer base of over 1.2M • Over 90% of all orders received via mandmdirect.com website • 15 million+ visitors each year , turnover in 10/11 over £110M • Acquired by TA Associates in late October 2007
  • 6. Workshop format : This is NOT a lecture ! • I will share a few ideas/opinions to get the juices flowing • You will (hopefully) consider (and note down) your opinions on what you hear • When I have finished rattling through my views , you will : Either Challenge me/your colleagues with a counter view/question then discuss Or Support them with an example of your own • My hope is that we generate some stimulating debates ; or at least you are entertained !
  • 7. Base Principle Your people are your only asset All other assets are delivered by your people If you want to drive change This is done through the people Sustainable change requires securing the heart Not the head NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 8. I would like to suggest the Magnificent 7 – A set of principles I think you should consider to win the hearts of your people and thus deliver successful change NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 9. 1. Avoid the mutiny Hand-pick your team NO COMPROMISES !! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 10. 2. Remember the three C’s Communicate, Communicate, Communicate BUT don’t create a democracy NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 11. 3. They need to buy it, so you need to sell it ! The key is to understand the WIFM’s then position the argument accordingly NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 12. 4. PASSION – If you don’t believe in it ... How will they Gravitas is over-rated ! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 13. 5. Don’t rubbish the past When changing the future Respect legacy NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 14. 6. Avoid the temptation to surround yourself with disciples - embrace the naysayers ; they are more powerful ! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 15. 7. Back to the future - Use symbols, stories & Icons to embed the desired culture NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission
  • 16. So those are my thoughts – what are yours ?