change management in field service operations

CULTIVAR Consulting Ltd c

Effective change management Effective change management in thein the

Field Service SectorField Service Sector

James RockJames Rock

CULTIVAR Consulting Ltd


Background…Background…

15 + years in Line Management

15 years in Consultancy

Implementation Focused

Working with people & processes

Experience from many projects

Delivering sustainable improvement


“ “Effective” change management…Effective” change management…

Meets goals & objectives

Lasting & sustainable

Embraced across the organisation

Provides a platform for further improvement

Is satisfying for all key stakeholder groups

i.e. Delivering what we set out to achieve ….i.e. Delivering what we set out to achieve ….


Change within the Service sector…Change within the Service sector…

Pervasive global competition in every industry

Customer expectations constantly rising

Focus on the service economy

Technology rapidly developing & converging

Management seeking financial benefits

“Change or Die” is rapidly becoming the norm….“Change or Die” is rapidly becoming the norm….


Challenges in the Field Service Challenges in the Field Service environment…environment…

Remote Field Engineering force

Independent working style

New roles & responsibilities

Consolidation/Centralisation of administration

Acquisition of capacity - integration issues

Technology developing too rapidly


Technical Work Stream

ConceptDevelopment

Design &PlanningAnalysis

ImplementingThe

Solution

A simple approach to implementing new A simple approach to implementing new systemssystems……

•Define objectives & benefits

•Develop To-Be scenario

• Identify resource requirements

• Project planning

• Project approval

• Purchase solution

• Implement

• Train resources

Work Stream Tasks

• Develop As-Is understanding

• Define opportunities


Re-configure Organisation Architecture

Re-orientHRM

Architecture

Re-shape Behaviour

Re-buildInformationArchitecture

Re-invent Processes

Clarify StrategicVision

IT projects often focus and drive from here

Research consistently shows that over two-thirds of projects fail due to

inadequate attention to these areas

A business – wide approach to A business – wide approach to implementation is requiredimplementation is required……


TellingVision set by leaders

SellingLeaders need ‘buy in’

TestingHow will others react?

ConsultingLeaders get creative

input from others

Co-creatingLeaders and others

collaborate and build a shared Vision together

Shared vision strategies should be Shared vision strategies should be developmentaldevelopmental……


Vision and Values, Attitudes and Behaviours, Skills and Competencies, Communication, etc.

Strategy and Plans, KPIs, Processes,

Systems, etc.

Balanced Programme

Sustainable Change

Technical Elements

Beh

avio

ura

l Ele

men

ts Vision and Values, Skills and Competencies, Attitudes and Behaviours, Communication,

etc.

Strategy and Plans, KPIs, Processes,

Systems, etc.

Sustainable Change

A better approach to sustainable change…A better approach to sustainable change…

Combining technical/hard skills with behavioural/soft skills ….

Combining technical/hard skills with behavioural/soft skills ….


Developingthe Vision

EngagingThe

organisation

Technical Work Stream

BehaviouralWork Stream

Establishing The Need

CementingThe

Transformation

ConceptDevelopment

Design &PlanningAnalysis

ImplementingThe

Solution

Simultaneously applying parallel Simultaneously applying parallel work-streamswork-streams … …


Developingthe Vision

EngagingThe

organisation

BehaviouralWork Stream

Establishing The Need

CementingThe

Transformation

• Establish need & urgency

• Create a guiding co-alition

• Develop a strategy

• Communicate the vision

• Empower broad-based action

• Generate quick-wins

• consolidate gains and produce more change

• institutionalise the culture

Work StreamTasks

A holistic approach to implementing new A holistic approach to implementing new systemssystems……

Under-pinned with Change Management tools and techniques ….

Under-pinned with Change Management tools and techniques ….


PersonalWell-being

Time

ShockDiscounting

Anger & Blame

Preoccupation

Internalisation

Gradual Acceptance

Inevitability

Despair or Depression

Disbelief

Experiencing the emotional Transition Experiencing the emotional Transition CurveCurve……


Experiencing a modified Transition Experiencing a modified Transition CurveCurve……

PersonalWell-being

Time

Euphoria

AngerTotal Commitment

Frustration

Concern

Energetic


Culture is the self perpetuating collection of

beliefs, values, knowledge, methods,

procedures and rituals shared by

any group of people.

Culture is the agreed framework

within which groups of people

choose to function.

Building an excelling culture…Building an excelling culture…

“The way things will get done around here”“The way things will get done around here”


SummarySummaryChange is inevitable - everyone needs to embrace it

The scale and pace of change is relentless for those seeking success

There are special challenges within the Field Service environment

Adopting tried & tested Change Management tools will increase the chances of successfully implementing sustainable changeCULTIVAR Consulting can help to change your service

business…CULTIVAR Consulting can help to change your service

business…


“…“…helping business owners helping business owners and senior executives to and senior executives to solve their key business solve their key business

issues…”issues…”

CULTIVAR Consulting Ltd

change management in field service operations

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