This presentation will explore what we mean by cultural change; the challenges that we face when trying to embed a change into our organisations. It proposes the adoption of a new and innovative framework which provides a portfolio approach to embedding change. This provides a balanced approach using a wide range of practices. It is the adoption of a diverse set of practices within a balanced portfolio that is required to achieve sufficient penetration and traction that will ensure successful organisational change. The framework can be used for strategic, tactical and operational changes of all sizes and complexity. It can be used for any type of change but we will look at its application for IT Service Management and some practical steps you can take back in the workplace to apply the framework and achieve successful change.

1. Balanced Diversity
A Portfolio Approach
to Organisational Change
Karen Ferris
Director, Macanta Consulting
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2. Outline
• Culture change
• The challenge
• The solution
– a portfolio approach
– a balanced and diverse set of practices
• Application and next steps
• Questions
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3. Culture Change
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4. Culture Change
Culture = Behaviour
The behaviours that represent the general
operating norms in your environment
“The way we do things around here”
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5. The Challenge
It is not just about making a cultural change
It’s about creating a culture FOR change
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7. Some people will embrace change - others will resist it
Every one will respond differently to every change
It depends on the nature of the change and how it will
impact them
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8. OK,
maybe
I’ll
do
a
It’s
going
different
job.
I’ll
listen.
to
be
ok
What’s
in
it
Can’t
it
wait
a
for
me?
while?
THE CHANGE CURVE
Why
me?
It’s
not
fair.
Why
not
you?
There’s
no
What’s
the
need
for
point?
Why
change
–
the
bother?
way
we
do
things
is
just
fine
© Macanta Consulting 2012 Balanced Diversity

9. Some people will embrace change - others will resist it
Every one will respond differently to every change
It depends on the nature of the change and how it will impact them
Every one will adapt to change at varying speeds
and everyone will adopt and embrace change at
a different pace
© Macanta Consulting 2012 Balanced Diversity

10. The Framework
http://nbs.net/knowledge/culture/systematic-review/
• 13,756 academic and practitioner articles and
reports
• Narrowed down to 197 for inclusion in the
systematic review
• 59 distinct practices grouped in categories
• Adopted for use in service management in
consultation with NBS and S. Bertels
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11. Intent
What you are trying to accomplish
Compliance
Should do FULFILMENT Operational excellence
Targeted reinforcement
Experimenting
Could do INNOVATION Listening
Trying new things
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12. Approach
How you are doing it
INFORMAL FORMAL
Discussion Codes of conduct
Experiences Procedures
Modelling desired behaviours Systems and training materials
Implementing programmes
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13. FULFILMENT
INFORMAL FORMAL
INNOVATION
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14. Build and reinforce the Integrate the change
importance of the into the core of the
change for the organisation’s strategies
organisation and to and processes
support and
encourage those who Equip and encourage
are making efforts to employees via training
embed the change and incentives
Measure, track and
report on the
organisation’s progress
Support a culture of
change innovation by
developing the new
ideas needed to bring
the organisation closer
to its long-term goals
Create structures or
supports that will form a
Inspire and reassure
foundation for future
employees so that they
changes in the
can experiment, try
organisation
new things, and build
on each other’s ideas
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16. Portfolio Approach
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17. Current Change Initiatives –
Gap Analysis
Heavily Used
Partially Used
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18. Future Change Initiatives –
Planning
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19. Applying the Framework
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20. Fostering Commitment
Ensure that the Emphasize the
Build and reinforce the importance of importance of the
change tasks
the change for the organisation and to are completed change
motivate, support and encourage those through
who are making efforts to embed the monitoring, Reinforce the
change reviewing and message
enquiring on the
status of key Embed in hearts and
tasks
minds
Regular checkpoints
and reviews
Keep on the agenda
Maintain momentum
Contribute to
the community
and encourage
and enable
employees to
do the same Practices that serve
to identify the
change as a priority
for the organisation
Organisation’s
actions send strong
messages
© Macanta Consulting 2012 Balanced Diversity

21. Clarifying Expectations
Integrate the change into the
Expand existing
core of the organisation’s roles or develop
strategies and processes new roles within
the organisation
Equip and encourage employees to capture
via training and incentives essential
responsibilities
Measure, track and report on relating to the
progress change
Allocate responsibility for the
change to new or existing
roles including roles at most Organisational
senior levels members examine
their own systems,
Demonstrating commitment processes,
to the change projects or
products for
Formal evaluations that reliability,
examine systems, processes, accuracy,
projects or products for adherence to
standards and
reliability, accuracy,
compliance
adherence to standards and
compliance
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22. Building Momentum for Change
Support a culture of Envision a
change innovation different future
by developing the and identify the
new ideas that will actions required
bring the organisation in order to
closer to its long-term reach it
goals
Inspire and reassure
employees so that
they can experiment,
try new things, and Initiate; create
build on each other’s events that help
ideas set things in
motion; disrupt
the status quo
Stepping back from everyday
operational issues and thinking
holistically and prospectively
Imagining an ideal future and
allowing vision to drive current
actions
Techniques used to encourage or
convince individuals of the
importance of the change and
the need to take transformative
action
© Macanta Consulting 2012 Balanced Diversity

23. Instilling Capacity for Change
Create structures and supports
that will form a foundation for
future changes in the
organisation
Make use of systems
or processes to
perceive and
recognise external
information
Create new products
or services that realise
the organisations
commitment to
change Creating processes and mechanisms
to gather knowledge or skills
Create or implement new mechanisms
to support future initiatives
© Macanta Consulting 2012 Balanced Diversity

24. Summary
• Use the framework for all types of changes
• Embed it into the PDCA cycle
• Ensure a balanced portfolio approach
• Choose a diversity of practices
• Revisit on a regular basis
It is not just about making a cultural change
It’s about creating a culture FOR change
© Macanta Consulting 2012 Balanced Diversity

25. Email: Karen.Ferris@macanta.com.au
Website: www.macanta.com.au
Twitter: @karen_ferris
Facebook: http://www.facebook.com/MacantaConsulting
Mobile: +61 (0)425 728 498
© Macanta Consulting 2012 Balanced Diversity