A FTSE 250 company we worked with, was passionate about developing a culture of continuous improvement. People from every level of the organization had ideas on how to improve their Customer’s experience and understood the issues which made processes ineffective and inefficient. Equally, there was a common belief that previous attempts at driving improvement have been very “hit and miss”. Review of the data confirmed that they were right – most of the improvements attempted had either not been successful or had not been sustained.
Building an environment for success
Digital transformation is a buzzword that has increasingly been doing the rounds in business circles. The reality is that almost every true business ‘transformation’ taking place at the moment involves a large amount of digitising a process or stored information. If you’ve still got stacks of paper in filing cabinets, it’s guaranteed you’re not far off from a digital transformation.
The need for culture change
Three misconceptions and one key tip.
No industry is immune to disruption. Are your competitors doing an "Uber"? Are the likes of Amazon, Apple or Google moving in on your territory in Finance, Telecoms, Transportation or Home accessories? And how about those AI's that are replacing accountants, lawyers and doctors?
Delivering a customer-centric operating model and building a culture of continuous improvement are key aims in today’s fast-evolving business world. Are your team ready to compete? PEX Europe investigates!
The PEX Europe editorial team spoke to TFL’s Head of Business Change, Project Management to find out how he has led his team to a culture of continuous improvement to effectively serve 31 million passenger journeys per day.
As change facilitators and leaders, most of us have seen that it’s helpful to have a change plan, and to follow some kind of framework or change model that reminds us of the essentials that will help us to guide the organisation through the change we’re helping to deliver.
And I know from my own experience, and from discussions with my colleagues, that the framework, no matter which one or how diligently followed, is not a guarantee of successful change.
In part 1 we covered what resistance to change is, what it’s really telling us, and where the most leverage is in terms of intervention.
In part 2 we will look at how an intervention based on the understanding of how the mind works can make a difference – we’ll explore the implications of really understanding what I’m pointing to here.
The practical implications of understanding
“Creating your own barometer for change”
It’s a well-worn phrase from Heraclitus:
“Everything changes and nothing stands still”
or otherwise translated: the only constant is change.
If that’s the case, change should be no surprise to anyone. It’s an everyday, ordinary thing – one could go so far as to say it’s the nature of life - so why do so many teams (and entire organisations) struggle to implement change smoothly?