Spark the Change : inspirer les entreprises françaises grâce à des retours sur expérience concrets

Some management consultants claim that you can’t change an organisation’s culture.
This is nonsense.

Numerous other management and change consultants claim they can change an organisation’s culture.
This too is nonsense.

You can change your organisation’s culture … from the inside.
Indeed, a leader’s responsibility includes Shaping their Organisation’s Culture.
I am going to share two successful stories of leaders driving change in their companies. On both occasions, I was engaged as an external consultant with the brief to co-design and facilitate the process and selected interventions.

Engineering Inc.

From a loss-making conflict-ridden environment where indifference and lack of trust reigned, to a profitable integrated company with engaged employees. The company is now a unit in a global corporation and a Centre of Competence for its product line.

The Situation: A new CEO had recently been appointed to a company which had changed owners 3 times and been making losses for 8 years. The environment was poisonous: chaotic production processes, cynical, continuous conflict with customers due to delivery and quality issues, abuse of the system by middle managers who themselves were not trusted by the production engineers and technicians. Closure was a possibility with 300 jobs at risk.

Changes and Process: Three new engineers were brought in to fill critical positions: Chief Engineer, Senior Project Manager, Site Manager. We conducted individual interviews with all managers, held focus groups at all levels, engaged the works council. Product demand fortunately was not an issue. Customer relations unfortunately were a serious problem. The CEO appealed for support. He laid out a clear strategy with a message of the environment and changes needed to continue operating. Changing the focus from inward (protectionist silos) to outward (the whole business with customer needs as focus) we used strength-based approaches to realign around real business Questions, whereby employees were invited to contribute. The production and logistics process was changed completely; skills deficits were alleviated; product design now involved production; the management team began to work as an integrated unit; employees wanted to contribute to improvements. Three middle managers who resisted the changes were forced to leave. Additional jobs were created in production as demand rose. Within two years, the site was making a profit.

Key Change Success Factors: The need: without change, the company was in serious danger of closing. Leadership: A driven leader who everybody trusted – he was visible, approachable and walked the talk. His messages were clear and he listened. Involvement: People learned not only that their contributions were desired, they experienced that the invitations they received were genuine.

Finance Inc.

From a small sleepy company in which employees had a lackadaisical approach to their work and customers, to a dynamic market leader whose customers praised service quality.

The Situation: A small specialist data processing company was acquired by a global corporation. A new CEO was installed together with two experts from the parent company. The environment was friendly and relaxed. There was little engagement, people worked with an eye on the clock, problems were referred to management, error rates were high, clients were irritated.

Changes and Process: The new CEO laid out clear guidelines, expectations and his vision of potential opportunities. All employees were invited to play an active role in working groups that defined and implemented new more efficient practices and new customer interface processes. Customer orientation was prioritised. The two new specialists were appointed to lead functional units, otherwise, the only hierarchy was towards the CEO. Processes were defined, personal and team responsibility was expected, engagement levels improved significantly, the environment was noticeably more dynamic, problems were solved at the level at which they occurred, customer satisfaction indices increased dramatically. Within two years, the number of employees increased three-fold as new clients came on board.

Key Change Success Factors: Leadership, Trust and Recognition: Clear consistent Leadership; clear guidelines; employees felt valued and freer. Involvement: employees were able to see the impact of their contributions.

Culture is the continuously evolving dynamic interaction of the mindsets and gutsets of all the actors in the system. It is the Soul of the Organisation that drives the behaviours we observe.

In many if not the majority of organisations, observed behaviours reflect not the values of the people within the organisation, but those hidden values of the organisation as a system, frequently driven by inappropriate leadership. By inviting and encouraging the people to engage with the system, leaders can lead a change from a negative to generative culture. Indeed, this is their responsibility.

And in the fast changing world of the early 21^st century, shaping an adaptable organisational culture is becoming a survival essential.

Yes … You Can … Change Your Organisation’s Culture!

By: Eric Lynn from CultureQs

Yes … You Can … Change Your Organisation Culture!

In March 2015 we received the bombshell from our U.S executives that our office in Oxford was to close as part of a long-term global consolidation of sites with some staff being offered relocation and the others made redundant. The products needed to continue, but how could we avoid the remaining time just being miserable?

Staff were asked to complete their current work and assist with knowledge transfer to the remaining development offices in the USA and India. The previous few years had seen good progress with agile and lean software development, customer satisfaction had steadily risen and staff turnover had been extremely low. So the closure announcement was a body blow. The chance of the announcement being taken badly was all too real with the risk of the situation disintegrating into a depressing mess.

The Oxford management team had the difficult task of trying to make the best of the situation and get the best outcomes for both staff and the company. One year on, the results so far have been remarkably positive. We can therefore make some recommendations for anyone else in this situation, some of which are also worth considering for companies during normal operations.

Actions taken

1.  Long notice period – We managed to agree 18 months’ notice of the final closure.   This was necessary to complete current work and have an effective handover so that the complex medical imaging software products could continue. However, it was a very long time to hope that people would stay so other measures were needed.
2.  Generous redundancy packages.   These were agreed at a level which impressed staff. With their tax-free nature, this gave people confidence that even if they didn’t find another job immediately, they would not have any financial worries for a few months.
3.  Relocation support – Real commitment was shown to staff to find them other places within Siemens. This included generous relocation packages, funded exploratory visits for staff and families, advice from locals and flexible move dates. This was not cheap, but the cost was much less than hiring and training somebody new.
4.  Voluntary end dates – Rather than imposing end dates, staff were asked to openly express whether they wanted to stay 6, 12 or 18 months.   It’s very hard to predict how people will react so it was better to try to align individual’s needs with business needs. Almost 100% of people got they end date they wanted, most opted for the longer duration and the company had adequate cover.
5.  Keeping a training budget – Staff were given encouragement to still do training and qualifications.  The company would still get some benefit from the training in the short-term, it would help staff with finding a new position, but mostly it helped reassure staff that they could stay and still develop themselves.
6.  A larger entertainment budget – It was important for people to socialise and support each other so there was an increase in company-funded drinks, lunches and a bigger-than- normal Christmas party.
7.  Help with job-hunting – Staff were allowed to take some time for interviews and encouraged to have an open discussion on opportunities with support given to try to accommodate people’s wishes where possible.   External consultants were available to advise on interview techniques, CV-writing and job hunting.
8.  Effective use of employee representatives – Rather than just fulfilling a legal requirement, a real effort was made to engage with the elected employee representatives, create a detailed FAQ for staff and share all information on the intranet.
9.  Continued staff recognition.   The office was required to operate properly for an extended period so it was only fair that staff should be treated normally and retain the opportunity to still achieve an above-target bonus and the opportunity for promotion.
10.  Management care – The managers have been very open, honest and helpful to the staff and shown genuine care and empathy for people and their circumstances.  This probably made the biggest difference and enabled so many of the positive results.  A site closure can be viewed by staff as a big breach of trust, so asking staff to believe promises about arrangements during the remaining period is a challenge and requires lots of reinforcement, consistency and ensuring that was is said is done.

Results

1.  Staff morale – This went through the inevitable rollercoaster of shock, anger, worry then acceptance.   People were annoyed or upset at the decision, but overall viewed the offers as fair and professional.   Staff who had been through a redundancy before thought that the way this was handled was much better. Although losing colleagues is unavoidably sad, people have been positive about making the best of the situation.
2.  Staff stayed until their agreed date – The long notice period and generous packages meant that most people were fairly relaxed about finding a new position and happy to leave serious job hunting until a few months before their agreed end date.  Whilst, it’s an imposed change for everyone, in some cases, staff have appreciated having the “luxury” of having an extended period with a financial cushion during which to calmly think about what alternative job they would really like to do in future. Staff have been open about their hunting and have discussed mutually agreeable end-dates before accepting offers.
3.  Results still achieved. Work on products continued at a good level.  Inevitably people weren’t going the extra mile in quite the same way as they used to but were professional and productive.   Staff have been helpful in ramping up new recruits in India and continue to take pride in their products.  There have been no surprise, early, resignations or disciplinary issues.
4.  A surprising number relocated. 25% of people relocated to the USA which was a lot higher than anyone originally expected since people liked being in Oxford.
5.  Additional social events – The activity in the office “community” if anything picked up since the news with whisky tasting, a pool tournament, team nights out, a group cycle ride around town etc.
6.  Peer-to- peer training – Staff have shown a great desire to support each other and proactively run open seminars for others in the office to share their knowledge with others (e.g. Sharepoint, Data Science, Android Programming, Arduino programming, Linux etc)
7.  More cakes – We’ve always provided cakes on a Friday but the number of spontaneous cakes being brought into the office on other days has gone up.

Overall it has been a much more positive experience it could have been. The office morale is still good and the staff have received outstanding praise for their continued professionalism and dedication.

The results has been good for the company as there is a smooth handover taking place while ensuring that people are taken care of.   The actions above have not been cheap for the company in the short-term, but are ultimately delivering better long-term value than the alternative of instant site closure followed by disorder and a long period of rebuilding a new team from scratch.

Suggestions relevant for companies not closing

Whilst some of the topics are only relevant to a site closure, some things could be beneficial anytime.

1. Management openness is always a good thing. It’s easy to forget the importance of explaining plans and listening to feedback. Make sure there’s time for group meetings, 1 to 1 sessions and occasional surveys.
2. Peer-to- peer training is always very cost-effective so time and support should be given for this. Staff have a lot of varied knowledge and it’s motivating for both the trainer and attendees.
3. Creative entertainment. It can be an easy area to cut, but pays back a lot. If people have a good social relationship with colleagues, they are much more committed to them and hence also the company. The entertainment does not necessarily have to be lavish e.g. a pool table and     tournament, an indoor mini-golf area made out of office accessories and text books, a pancake- tossing event on Shrove Tuesday etc. Something a bit different every few months keeps things fresh. Cakes, are always good.
4. Look for the best outcome for both staff and the company given the circumstances. Arrangements with staff have to be fair to get the best results in the long-term.

By: Stephen Wells, Siemens Molecular Imaging, Oxford

Equipped with my graphic board, pens, sunglasses and shorts I set sail for the Scrum Gathering in Orlando. Having attended two awesome gatherings in the past, the bar was set high – however, I was far from disappointed.

From the offset, co-chairs Anu Smalley and Kate Megaw knocked it out of the park by entering the stage to the sound of ‘Starman’ by David Bowie, whilst wearing convincing spacesuits complete with helmets. This was their genius way of setting the Gathering’s theme ‘Infinity and Beyond: Transforming the World of Work’. With three tracks on offer, ranging from beginner (‘Mission Control’), intermediate (‘Orbiting the Earth’), to advanced levels (‘Agile Galaxy’), there were more than enough sessions to choose from for all 1100 attendees. Let’s not forget that this was the largest Scrum Gathering so far.

Although each session had a unique offering, there was an obvious key topic that resonated from all talks. During the CST/CEC retreat ‘Agile Leadership’ was introduced as a pressing subject, with one attendee keen to highlight the distinction between ‘Leaders’ and ‘Managers’. Brian Rabon reminded everyone that ‘Agile starts with Leadership’ during his opening keynote. A panellist on the PWC keynote pinpointed that any organisation would struggle without ‘Agile Leadership’, and Steve Denning went on to inform the audience during his ‘Agile Leadership’ talk that the key driver for ‘Agile Leadership’ is having a different mindset.

Leon Sabarsky identified during his ‘Extreme Scrum Hiring’ talk that an obvious flaw when interviewing individuals for team roles is to interview them on their own. His key takeaway was to move away from ‘One-on-One’ interviews by considering ‘Scrum Team group interviews’. This approach enables individuals to be assessed based on their engagement within the group, and demonstrate the qualities required for being an effective team player. It all comes down to good collaboration and communication, folks.

Leon noted that:

“the number one criterion that Scrum team members ought to be measured against is their Collaboration skill. It’s relatively easy to teach people a domain area, Agile methods and a specific technology. However, I can’t teach someone to collaborate well. They either have it or they don’t. If they don’t, they will reduce team effectiveness and cohesion over time.”

Another talk with an interesting twist was ‘Scrum Team CRM: Aviation Crew Resource Management Techniques for Scrum Teams’ by Thomas Friend. Using the narrative of flying aircraft, Thomas made strong comparisons between ‘Aviation’ and ‘Scrum’. Once again, the underlying message here was good communication.

During the Gathering another inspiring movement was unfolding. A group of passionate Agile Educators met face-to-face to carve out a manifesto for Agile that is authentic to Education. With a variety of case studies demonstrating how Agile values and principles have been adopted within an educational setting showing proven success, this group of innovative leaders were making a difference. They set out to define a vision and values for what resulted in the ‘Agile in Education Compass’, an inspiring model for how education can respond to the modern world with agility.

Once again, I had the opportunity to take to the pen and draw key insights from beginning to end. The canvasses enticed the crowds, and people soon took to Twitter to share the learning and store the visuals as a reminder of the Gathering.

Alongside this, on the final day, I couldn’t resist suggesting an Open Space topic around the use of ‘Graphic Templates’ which can assist coaches and facilitators in communicating with pictures. The session was a great success and those that attended were satisfied with their newly gained visual skills.

“Visuals speak volumes, this workshop encouraged me to draw and take these skills back to my team.” – Lynda Menge (workshop attendee)

Whether you wish to enhance your facilitation skills, make collaborative design thinking a key enabler within your team, or simply gain the confidence you need to draw live in front of an audience, join me for a one-day ‘Innovation through Visualisation’ workshop in London on the 1st of June or Atlanta on the 24th of July.

My final point on what drives so many people to attend the gatherings: passion and the desire to collaborate and share ideas. People attend these fantastic events for the discussions and seeds of information that are shared over breakfast, and last well into the evening over a cold beer, the networks that grow, and the desire to continue to collaborate way beyond the event.

I look forward to sharing some ideas with you at the next Scrum Gathering.

By: Stuart Young from Radtac

http://www2.radtac.co.uk/blog/scrum-gathering-orlando-through-the-eyes-of-a-live-illustrator/