1、To protect the confidential and proprietary information included in this material,it may not be disclosed or provided to any third parties without the approval of Hewitt Associates LLC.Creating Sustainable Change through Organizational Alignment and Managing an Increasingly Diverse WorkforceFebruary
2、 18,2008NASSCOM India Leadership Forum 20082Business Events have Huge Change Management ImplicationsPost Merger AlignmentCombines two legacy organizations to realize synergies Innovation&GrowthFocuses on generating new ideas and products Outsourcing Transitions services and transactions to external
3、providersGlobal ExpansionSources new markets or talent for top-line growth or for cost arbitrage Change in OwnershipAlters ownership,priorities of operations and deliverablesTechnology ImplementationRealigns application portfolios,automates transactionsCost OptimizationReduces costs and associated r
4、esourcesRestructuringRealign units for better performance&qualityTransactionsTransformation&ExpansionCommitment:Do we have leadership commitment and stakeholder support?Consequence:Are we measuring and rewarding desired behavior?Communication:How,what and when should we communicate?Capability:Do we
5、have the resources and capabilities to achieve this?Culture/Org.:What cultural nuances should we take into account?3Change Challenges Clients Typically Face during TransformationChange challenges/risks companies typically experienceRecommended best practices Define success as“get the technology up”,
6、instead of defining success as“end-users adopted desired behaviors”:Ensure project team and sponsors define success as behavior change Clearly define desired behaviors(e.g.“stop/start/continue”doing)Define and track metrics indicating adoption of desired behavior Develop“consequence management”plan
7、to encourage desired behaviors and discourage unwanted behaviors Stakeholders,especially managers,are resistant to the change(e.g.using work-arounds or continue to use old system),or have emotional reactions to the change Conduct a stakeholder analysis to understand which and how employees are impac
8、ted,their concerns,how to best address those concerns Develop“whats in it for me”messages tailored to managers and other key stakeholder groups Conduct workshop to support“personal transitions”Develop tailored and timely 2-way communications Insufficient engagement from sponsors and leaders:Develop
9、strategy for involving sponsors and leaders in leading the change and holding them accountable for the results Provide sponsors and leaders with on-boarding and skill-building sessions Hold regular check-ins with sponsors and leaders Insufficient Change Management capability and/or resources on clie
10、nt team Outline the role and required skills of Change Team members and select and fully staff based on the role profile(s)Provide Change Team with on-boarding and skill-building sessions Hold regular reviews of change management lessons learned4Managing ChangeChange is Events Situational Outcome-or
11、iented Relatively QuickTransition is Experiences Psychological Process-based Gradual&Slow5The Human Dynamic in ChangeOrganization MomentumTime“Change is exciting”“Our company is taking a bold step”Fear/uncertainty“What does this mean for me?”“What are my priorities now?”Paralysis“I cant act with all
12、 this uncertainty”“My highest priority is to stay on top of the integration news”Adaptation“Train is leaving,I better get on”“Its hard,but we can do it”Commitment“It is the right thing to do”“We will succeed”Departure“This is not something I want to be part of”“Ill do what is necessary to survive”Wi
13、thdrawalEarly euphoria67Engaging Employees Across Diverse GeographiesNational CultureOrganizational CultureValuesPracticesFamilyWorkSchool88Engaging Employees in Transition Sell the“Whats in it for me?”Motivate employees with the right messages Give employees a reason to care Brand the culture Re-de
14、fine expectations and commitments Educate and promote the value to employees Sustain employee behavior change Keep the brand alive Actively measure and manage Align programs,communications,and delivery Create a consistent experience Reward/reinforce the right behaviors9Definition of EngagementHow mu
15、ch I things here.How much I want to and improve our business results.EngagementSatisfactionHow much I to be here.CommitmentThree key behaviors thatindicate strong engagementEngagement is a state of emotional and intellectual engagement 10Integration of Internal&External BrandBest employer branding t
16、hen is a way to brand your entire annual investment in people in order to get employees moving in the same direction toward some greater outcome than the sum of the silos.The promise statement thatappears in your externalmarketing(To Customers)Brand promise that alignsand compliments the externalpro
17、mise(To Employees)“Value Proposition”The key thing helping employees see the connection between the promise for them and the promise forcustomers that they are charged with deliveringWhat do you want of me?Whats in it for me?11Southwest Airlines CaseSouthwest Airlines is known for its unique busines
18、s culture and outstanding performance for a length of time.Profit in 2001:US$511 million(profitable for 29 consecutive years)Fewest customer complaints(2000,2001)Employees:34,000 Highest load factor*in industry(70.5%,2000)High retention rate(93%in 2000,96%in 2001)Employer of choice by Fortune(97 01)*Percentage of paying customers over available seats12SWAs Employer Brand“FREEDOM”To EmployeesTo CustomersThe Glue13ToEmployeeToCustomerIconsused inHR practicesLogosSWAs Employer Brand:Consistent Visual Identity141516171819202122
