STC UK…almost live, part 2…Managing change

Sarah O'Keefe / ConferencesLeave a Comment

Ant Davey, Rail Standards Safety Board (RSSB)

Another excellent session. Ant provided a discussion of change management with quite a lot of references to more detailed resources.

Knowledge is being lost.
Information has value.
Web is changing search methods and expectations.
Web is changing ability to contribute and review content.

Findable information requires chunking.
Chunks are potentially reusable.
Ultimately, you have single sourcing.
Not “how we have always done it.”

Chunking requires modular and collaborative writing.
Not “how we have always done it.”

Single sourcing @ RSSB
* Still finding our way
* Technology led (in part)
* Starting to introduce standard templates
* Paving the way by communicating
* Planning an XML pilot

Change management
* Linking people and processes toward a desired change
* change is not where you are now
* need to know where you are going and tell those who you want to come with you
* “you are almost certainly under-communicating by a factor of at least 10 and possibly 100”

Carrying people with you. People view change as an attack on their current competence. Need to begin by celebrating what they have been doing right. 5-25% of people can’t or won’t be able to work with the new processes (Emma Hamer)

The change equation:

C = (ABD) > X

C = change
A = dissatisfaction with status quo
B = desirability of the new end state
D = risk and disruption to get there
X = cost of changing (effort, discomfort, difficulty, risk)

Carrying people with you
* celebration with is working
* explain what isn’t and why
* describe how it will be with the new methods
* what’s in it for them
* what’s in it for the company
* what’s in it for the clients

WIIFM = What’s in it for me

* Active supporters
* Active dissenters
* Passive supporters
* Passive dissenters

Creating a change team
* You can’t do all this by yourself.
* Special skills, talents, and leadership
* Where you can’t carry, you may have to push or reallocate

First, Break All the Rules
Marcus Buckingham

Leadership is different from management. (That is SO true.)

Team members
* Champion or sponsor
* sustaining sponsor
* implementer
* change agent
* advocate

* group
* different styles, methods, and needs
* different personality types
* similar team gets quick results
* team with differences gets better result

Where change management goes wrong
* too much complacency
* lack of power in the guiding team
* not having real vision
* under-communicating (effectively)
* allowing obstacles to block the vision
* no short-term wins
* declaring victory too soon
* not embedding changes in practice

learning cycle
* concrete experience for activists
* reflective observation for reflectors
* theoretical concepts for theorist
* practical experimentation for pragmatists
(Experiential Learning, Kolb)

* needs leadership and vision
* needs good management
* needs metrics
* because ultimately it’s about money
* increase revenue
* decrease costs
* make people’s lives easier
* concentrate on the outcomes
* leave individuals to develop their own implementation plans

business process re-engineering
Customer led analysis method for business re-engineering
1. establish the scope
2. target the customer
3. model the process
4. analyze the structure
5. create the opportunity
6. redesign the process
7. refine the customer experience
8. ??

* customers dissatisfied
* position in value chain changes
* move from product to service or vice versa
* merger with another organization
* has to be customer-led
* good business case
* beware of targets (wrong targets lead to undesired behavior)

Influencing others
* getting results with authority
* you can’t change other people
* you can change what you do, which may change how others react to you
* need to be politically savvy

Effective influence
* open
* honesty
* integrity
* loyalty
* rapport

* adult to adult communication and relationships
* maximal listening
* dovetailing needs outcomes

* Logic
* Personal appeal
* Networking
* Bargaining
* Assertiveness
* Hierarchical appeal

Great presentation, and happy to see that my anecdotal experience has some amount of overlap with Ant’s much more research-backed approach.

About the Author

Sarah O'Keefe


Content strategy consultant and founder of Scriptorium Publishing. Bilingual English-German, voracious reader, water sports, knitting, and college basketball (go Blue Devils!). Aversions to raw tomatoes, eggplant, and checked baggage.

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