See the recording and more: https://info.kainexus.com/continuous-improvement/learn-how-to-deliver-sustainable-change/webinar/signup Presented by D. Lynn Kelley, Ph.D. Co-Author of Change Questions: A Playbook for Effective and Lasting Organizational Change The book "Change Questions" unlocks the secrets of sustainable organizational change by asking key questions that deliver a customized approach for change that is just right for your specific initiative and organization. You will be given access to the free digital workbook, which is a fillable PDF that you can save, use, and reuse in your future change activities. After this webinar, you will be able to develop a customized implementation plan for a change initiative that integrates the topics listed below: a. Purpose b. Design, Do, and Improve the Work of the Change c. Capability Building and Employee Engagement d. Management System and Leadership e. Culture About the presenter: Following a career highlighted by leadership roles in engineering, supply chain, and continuous improvement in various industries, Kelley retired from Union Pacific Railroad in 2018. Now serving as a senior advisor to BBH Capital Partners, she assists in sourcing, investment evaluation, transaction execution, and providing post-investment oversight to the firm’s portfolio companies. At Union Pacific, she was senior vice president of supply chain and continuous improvement. She was also the executive co-owner of the company’s innovation program. Before joining Union Pacific, Kelley was vice president of operational excellence, an officer and a member of the executive leadership team at Textron. Kelley holds a PhD in evaluation and research and taught undergraduate and graduate statistics courses. Before becoming a professor, she held the positions of executive vice president and chief operating officer of Doctors Hospital in Detroit.

1. No More Flavor of
the Month! Learn
How To Deliver
Sustainable Change
Hosted by
Host: Mark Graban
Senior Advisor, KaiNexus
Mark@KaiNexus.com
Presenter: D. Lynn Kelley, Ph.D.
Author of Change Questions
dlynnkelleyphd@gmail.com

2. 4
KaiNexus.com

3. About D. Lynn Kelley, Ph.D.
• Co-author of Change Questions
• Retired from Union Pacific Railroad, 2018
• Former roles include:
• Senior VP of Supply Chain & C.I.
• VP of Operational Excellence (Textron)
• Corporate officer & executive leadership
team member (Textron)
• Senior Advisor to BBH Capital Partners
• Ph.D. in evaluation and research

4. No More Flavor of the
Month!
Learn How to Deliver
Sustainable Change
D. Lynn Kelley, PhD
KaiNexus Webinar
11-07-23
Changequestions.net

5. 8
Milkman, Katy. 2021. How to Change: The Science of Getting from Where You Are to Where You Want to Be. United States: Penguin
Chapter
1

6. 9
Chapter
1

7. Discussion
10
What percentage of organizational change fails?
When does the failure begin to take place?
Why does organizational change fail?
Nohria, Nitin, and Michael Beer. 2000. “Cracking the Code of Change,” Harvard Business Review (May-June)
Lepsinger, Richard. 2007. “Avoiding the Commitment Dip: Seven Ways to Keep Your Employees Focused on and Committed to Change.” Public Management 89, no. 6: 41-3
Chapter
1

8. 11
•Description
•How to use the
Change Questions
Chapter
1

9. Digital Workbook
Changequestions.net
12
Chapter
9

10. No two organizational change efforts are the same, so
why should your approach be?
The Change Questions deliver a customized approach
for every change.
13
Chapter
1

11. Union Pacific Railroad
2010 Revenue: $17 Billion
2010 Employees: 43,000
14
Lean Definition
Lean is a way of thinking about creating
needed value with fewer resources and less
waste through the practice of continuous
experimentation.
UP Way Definition
The UP Way engages all employees to
continuously improve safety, service, and
productivity by utilizing methods to
standardize work, eliminate variability, and
solve problems at their root cause, resulting in
greater employee and customer satisfaction.
Chapter
1

12. 15
Chapter
5
Chapter
2

13. Chapter
2

14. 17
PwC report. 2016. “Putting Purpose to Work: A Study of Purpose in the Workplace.” (June): 5
Chapter
2

15. Digital Workbook: Page 8
18
Chapter
2

16. Digital Workbook – Page 8
19
25
Min
Chapter
2

17. 20
Chapter
5
Chapter
3

18. 21
Chapter
3

19. 20-60-20 Curve
20%
60%
20%
0%
10%
20%
30%
40%
50%
60%
70%
Accepts Change Neutral Resists Change
22
Jaworski, Piotr, and Marcin Pitera. 2015. “The 20-60-20 Rule.” American Institute of Mathematical Sciences: Discrete and Continuous Dynamical Systems 21, no. 4:
1149-1166
Chapter
3

20. Target Change Agents
23
20%
60%
20%
0%
10%
20%
30%
40%
50%
60%
70%
Accepts Change Neutral Resists Change
“The tipping point is
that magic moment
when an idea, trend,
or social behavior
crosses a threshold,
tips, and spreads like
wildfire.”
Malcolm Gladwell, 2002
Gladwell, Malcolm. 2002. The Tipping Point. New York, NY: Back Bay Books
Chapter
3

21. 24
Chapter
5
Chapter
4

22. Recognition
25
“66% of employees are
likely to leave their jobs
because they don't feel
appreciated. This figure is
higher among millennials,
with eight out of 10
individuals looking for a
new job if they don't feel
appreciated by their peers
or leaders.”
Forbes, 2017
The Office Team study. 2017
Chapter
4

23. 26
How do you teach pigeons
to play ping pong?
https://www.youtube.com/watch?v=vGazyH6fQQ4
Chapter
4

24. 27
Chapter
5
Chapter
5

25. Visible Leadership Behaviors
28
Succeed Fail
Why?
33%
Management Behaviors
Do Not Support the
Change
Jacquemont, David, Dana Maor, and Angelika Reich. 2015. “How to Beat the Transformation Odds.” McKinsey & Company Global Survey. (April): 23
Chapter
5

26. 29
Chapter
5
Chapter
6

27. Iterative Implementation Plan
Strategic Speed vs. Operational Speed
30
Davis, Jocelyn R., and Tom Atkinson. 2010. “Need Speed? Slow Down.” Harvard Business Review. (May)
Chapters
7-8

28. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
96%
Results: Change Sustainment/Success
31
90%
30%
Average Across Multiple
Industries, Organizations and
Countries
Textron and Union Pacific results measured over hundreds of change initiatives across thousands of
employees. Sustainment/Success determined by at least 6 consecutive months at or above key
performance metric.
Chapter
5
Chapters
1&8

29. Questions?
32

30. Register or get notified of future webinars: www.KaiNexus.com/webinars
NEXT WEBINAR:
Engaging Senior Leaders to
Accelerate Your Continuous
Improvement Program
December 5— 1 pm ET
Stephanie Hill
Senior Lean Strategist
KaiNexus

31. blog.kainexus.com

32. The KaiNexus Podcast
• www.KaiNexus.com/podcasts
• Subscribe via:
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33. Q&A
• Web:
– www.kainexus.com
– blog.kainexus.com
– www.changequestions.net
– Webinars on Demand:
– www.kainexus.com/webinars
• Social Media:
– www.linkedin.com/company/kainexus
– www.facebook.com/kainexus
Host: Mark Graban
Senior Advisor, KaiNexus
Mark@KaiNexus.com
Presenter: D. Lynn Kelley, Ph.D.
Author of Change Questions
dlynnkelleyphd@gmail.com