Tag Archives: Transformation

Want successful change? Define failure!

‘No one is using the system’

‘This is not working’

‘Everyone is facing issues’

‘This is not working’

‘We need to go back to the drawing board’

I am sure all of you have heard these statements before – typically after the euphoria of a new technology, solution, process settles down and it all starts to move towards the dreaded BAU !! Around this stage, you suddenly start getting (premature) judgements on your months worth of work. More often than not, someone in an influential position declares that ‘this just has not worked’.  Ever wondered why this almost always happens? Here is the answer – ‘We do not spend anytime defining what Failure looks like’

Projects often spend considerable time defining ‘what good looks like’. Everyone (in the project team) is keen to declare success and is even more keen to know how will success look like. While there is nothing wrong in that, here is an unintended consequence –‘Everything that does not look like success is failure!’

This obsession with ‘what good looks like’ creates an illusion of everything else being bad. We enter into a binary world where projects are either success or failure but nothing in-between. I doubt if the world that we live in is so binary. I think there are different degrees of success ( currently termed as failure) as well as failure and it is important that we acknowledge that.  As far as I am concerned, most of the so called failures are not failures at all. Those are just undefined stages of success. This is not to say that there are no absolute failures but those tend to be much less common.

While defining ‘good’ or ‘success’ we usually miss 2 key aspects

  • Journey – Typically projects define ‘what good looks like’ at the destination and the destination could typically be months and in some cases years away. I must clarity that I am not talking about project planning or execution. I am talking about success after the go-live. I am talking about change, adoption and ultimately business benefits. These are typically defined in terms of the destination which is the ‘BAU’. Most of the projects, do not define what success will look like on the journey to BAU. How will things look like 3 months from Go-Live and then how will things look like 6 months from Go-Live and so on..  This makes destination our only reference point and it usually results in the feeling of defeat, despair and desperation!
  • Context – For me success or failure is usually is a function of context. Something that is viewed as a success in one environment might be a out right failure in another. The second issue with the practice of ‘what good looks like’ is that it is usually without the context or is meant only for a single context. For defining success, I would love to see a scenario analysis. We all know the risks and sure we all have plans to manage risk . What we don’t have is – if this risk materialises how does our definition of ‘good’ changes?  I am sure all of you will agree that if we have defined our success without context, we will always view it as a failure if the context changes. Context definitely impacts outputs so it should impact expectations too!

If you want successful change then here is how I suggest you define ‘what good looks like’

  • Have multiple definitions of ‘good’ for different checkpoints after go-live
  • Have multiple definitions of ‘good’ for different scenarios based on your risk register

Your ‘what good looks like’ definition should help you answer this one question – ‘Am I close to where I would be given the circumstances?’. If you are close, then it is not a failure. It is just taking you one step closer to success!

 

Random thoughts on Change Management

For long I am trying to summarise what I have learned about change management in past few years.. So here are few things to begin with

  • The thing about technology adoption is to take technology out of it to being with.
  • You get people to change and adopt by making the change work for them. People should not get the feeling that change is more important than them
  • During a conflict you should always be on the side of people and not the change.
  • During a change we cannot assume that people do not want to change. That creates an adversarial system i.e. us vs them.
  • The way to work with change is to provide people with a way to channel their objections. If objections to the change are not reaching you then you got no chance of addressing them.
  • Just as in customer experience, there isn’t a single journey that all change recipients take. Flexibility is key to successful change management
  • Change is never about technology. It is about behaviour, rituals and ultimately about culture.. If you fix culture then technology adoption should take care of itself..

Change is a relay..

image courtsey -  carwad.net

image courtsey – carwad.net

Change is a relay. It is.

If you ask me, change is not a sprint. It cannot be a sprint. Sustainable change can rarely be executed at breakneck speed and it rarely is a linear process.

Change can neither be a marathon. Change is not a linear process and it is not just about endurance. Not to forget that change is not a solitary game!

A sprint is a single person’s test for agility; A marathon is a single person’s test for endurance; A relay is however a team’s test for co-ordination, speed, endurance and above all consistency!

Change for me is a relay. Change is a non-liner process consisting a multiple virtuous cycles. With each cycle, you move closer to the goal. With each cycle, Leaders change, approach might be fine-tuned; you know that you are moving one step closer to the ultimate goal.

What I want to do using the relay analogy is to highlight 2 key (and often overlooked) aspects of change

  • Non-linear execution and the existing of virtuous cycles
  • Constantly evolving and interchanging leadership roles

One of the biggest mistakes in change management projects that they are managed using traditional project/ program management approach which assumes that there are series of sequential events that need to happen in order to reach a final goal at the end of the journey. In my experience change rarely takes place in this fashion. Successful change is usually executed in a treasure hunt/ puzzle manner where you only have visibility of next few steps and you have to continuously improvise, re-imagine and push on while doing everything.

The other hangover of traditional project execution is the belief that same/ similar project structure, leadership is good for entire change life cycle. It isn’t! Take any change management approach and you will find that each stage requires unique skill-sets and different style of leadership to harness those skill-sets. It is unfair to expect same set of people or leaders to have all those skill sets. Successful change execution requires fluid concept of team structure and emergent, interchanging leadership.

Most of the change management projects that I have come across are typically technology enabled or technology led. Teams managing these projects need to unlearn years of traditional project management techniques and embrace the flexibility needed to deliver successful change

Benefits not solutions !!

There seems to be a popular belief – ‘Aim of every project is to deliver solutions’. This is the reason project managers are generally over the moon if the ‘Go-live’ is smooth. There are usually big parties post go-live to celebrate the great work done by the project team. The go-live dates are what the project managers live and die by. The reason being that on go-live date ‘the solution’ gets delivered and world is then a happy place. Here is what usually happens after the euphoria of the go-live is over

  • Users slowly stop using the solution
  • A relook at the solution vindicates the project team as there are no issues with the solution
  • Still no one can figure out why the solution is not being adopted by users
  • No one is sure who is responsible for users not adopting the solution
  • Slowly the ROI equation starts looking wrong.
  • While everyone waits for the ROI, business moves on and the solution starts getting outdated
  • A new project is commissioned to implement a new solution

If you have ever been involved in any sort of transformation exercise, I am sure you have been through this cycle. Have you ever wondered why this keeps happening? Let me give you a clue – Our belief about what a project should deliver is misplaced.

Yes, a project is designed to deliver a solution but that is not why a project exists. A project always starts with a business case which invariably talks about benefits and ROI. That should be a big pointer towards why every project exists. The sole purpose of every project is to deliver benefits. You deliver solutions to eventually deliver benefits. A solution that is not going to be used is as good as useless. It is not good enough to deliver just solutions. The go-live parties are just premature celeration of success which might never be achieved. It is as good a sprinter celebrating at the starting line. We need to reach the finishing line or atleast close (if you are Usain Bolt) to start celebrating. That finish line is when we actually start delivering benefits.

Change Management is that bridge which takes a project from solutions to benefits and a bridge that most project manager forget to build. The popular belief that I laid out at the start of this post is the reason why. If you believe you are working towards delivering solutions, you are never going to bother much about delivering benefits. You will always see that as someone else’s problem. The funny thing is that ‘someone else’ just does not exist and it results in the post-delivery scenario that we just discussed

As I said earlier, it is not sufficient to deliver solutions, your solutions have to deliver benefits. Change Management will help your users actually utilise your solutions and get the benefits which you were looking to deliver. The choice is yours. You can choose to deliver solutions or move up the value chain and deliver benefits. I know what I would do !

NBA 3 point revolution and Change Management …

Before you can make sense of this article, you need to read the inspiration for this article – https://www.wsj.com/articles/the-first-shots-of-the-nbas-3-point-revolution-1523542076

PC - WSJ

The WSJ explores the reasons behind the recent emergence of move to a 3 point attempts and the reasons why the phenomenon did not happen earlier. That is where my change management angle comes into it.

 “It took decades for the NBA to realize it should be taking more of the shots that are literally worth one more point. But once NBA teams began to embrace 3-pointers, the game changed forever. They slowly migrated away from the basket and behind the 3-point line as the percentage of field-goal attempts that were 3-pointers increased almost every season. And then they stopped taking more 3-pointers.”

In almost all change situations, it usually takes time for the stakeholders to feel the need for change. Even after the need is felt, things have a tendency to go back to status quo.

“The idea that 3 points is 1.5 more times than 2 sounds simple, but it took a lot of time,” said Golden State president of basketball operations Bob Myers. “Change is not always rapid. It’s sometimes slow.”

Most of the times, on the face of it the rational for change is simple and straightforward. Most of the times, it is not that simple and straightforward to the change recipients.

“Back then,” said Rockets forward Ryan Anderson, who also played for those Magic teams, “it felt like we were taking more threes than we are now because it was abnormal.”

When you are going through the change, it feels strange and unnatural. It feels like more efforts because the change is alien to your environment

“There are analytical reasons to do it, but then I’m not sure many thought it was possible or prudent,” Myers said. NBA teams also had to fight biases that persisted in a league that frequently dismissed 3-pointers with a four-letter word: soft”

There have to logical reasons for going through the change but change recipients have to believe that the change is feasible. You don’t just need early adopters, you need successful early adopters. In absence of that, you will neither be able to get rid of the bias and nor get the behaviour change. 

Executive sponsorship vs grass-root leadership …

Which one you think matters most in context of change initiatives? This is where I am – Executive sponsorship is hygiene! it is essential but not sufficient.. Without grass-root leadership, you can not execute successful change..

I am aware that I am questioning many established beliefs in change/ project management models but I am convinced that grass-root leadership matters more than executive sponsorship. Here are my reasons

  • A typical executive sponsor, oversees multiple initiatives while managing the BAU activities
  • As an executive sponsor, change recipients expect you to say the right things and do the right things. This means that many a times what you are saying/ doing is viewed with a certain amount of scepticism. In short, your words/actions are discounted before they really reach the audience
  • You can only do the talk and may be little bit of the walk. You are away and most of the times distant from the real recipients of change. If you are typical of an executive sponsor, you are not aware of all the minor details that can actually dictate the success or failure of an initiative
  • With all the right intentions in your mind, you can’t still be a total advocate for the change recipients on the ground. You have other pressures which might distract you from advocacy of change recipients.
  • Many a times as an executive sponsor, you are more interested in seeing the change work and you push people towards success of the change. It should be the other way round. Change should work for people and not the other way round.
  • Finally you have vested interested; unless you are one of those authentic leaders you will always be part of ‘them’ and never part of ‘us’

Lets look at the grass-root leadership

  • Unless it is explicitly driven by project, grass-root leadership has better chance of coming across as authentic as there are usually no vested interests
  • Grass-root leaders are usually change recipients so they do feel the pain and are in the best position to show empathy
  • For very self-fish reasons, grass-root leaders tend to be the best at fighting the battles for the change recipients
  • Grass-root leaders usually have a focus on the specific things that are being changed and are aware of the small things that can make big impact
  • Grass-root leaders can lead by example without having the burden of scepticism

I am not saying that we do away with executive sponsorship, I still think it matters. It is symbolic and tells the recipients that these are the things that matter. I am saying that it is not enough. That will not take you to the end goal. The end goal I assume is the change in behaviours and culture leading to business benefits. To achieve that, you need authentic grass-root leadership that can drive the recipients from within. In my mind, the role of executive sponsors is to cultivate this leadership while continuing the symbolic things. I think the role of an executive sponsor need to be re-examined in the context of what matters and what will make the most impact on the final goal !! – change in behaviours and culture resulting in business benefits

Surendra

 

Every change is a culture change !

 

 

 

 

 

Culture in the simplest terms is – ‘How we do things here’

Ask yourself a simple question – ‘Am I doing anything that will change the way things are done here’. If your answer is Yes, then be rest assured that you are undertaking a culture change.

Do this for any and every change you are trying to introduce in an organisational environment and you will be surprised how many times the answer is Yes. You might suddenly realise that you are actually impacting the organisational culture with most of your change initiatives. The question is why does it matter and what can you do differently?

It matters because it can help explain user behaviour in most of the cases. In many of the change initiatives, even a simple logical change fails to land and users just refuse to adopt the change. Change managers are left scratching their heads to no avail. From my perspective the explanation is mostly straightforward -Your change is not in sync with ‘how we do things here’. What makes it worse that we have never realised this and done nothing to be in-sync with ‘How we do things here’ aka Culture. We might have looked at the change as a business process change, technology change, Organisational restructure or many other things but not as a ‘culture change’.

Even when we realise that every change is a culture change, many a times another question still goes unanswered – ‘So what?’. It is all good to know something but what is the point if it does not help our cause?

The moment you realise that every change is cultural change, you can start looking at it from the Cultural lens. You questions and the answers you are seeking change. You start unearthing deep rooted fears and apprehensions that are stopping people from adopting change. Instead of focusing on just the symptoms aka ‘adoption stats’, you will start diagnosing the problem.

Let’s look at a simple example

Bottom-up sales reporting through a system vs reporting through excel – On the face of it , this seems like a technology challenge or at best behaviour challenge. Think again! The real challenge is around transparency and fear of being exposed/ judged. ‘The way things are done’ are going to be changed and people are not ready. Yes a bad system might be causing the issues and the IT support might not be good enough but if users cannot get over their deep rooted fears around being exposed..

As I said at the start, if we look carefully every change is a culture change. Just that in most cases we take time to realise it..

Football, Cricket and Change – Why Narrative matters!

 

 

 

 

 

 

I cannot seem to get over one particular article I read recently- ‘The Virat Kohli Paradox. It has nothing to do with business or change or technology but somehow it stayed with me. The article essentially looks at why Virat Kohli (the current Indian cricket team captain) does not appeal to the Indian cricket fans in the same way as ‘Sachin Tendulkar’ did. Explanation the article provides – ‘The Narrative and how it does or does not appeal to the audience’.

Why is it that we can relate to few things, people and stories more than others? Why do we allow some individuals to lead us and not others? Why do we get behind some movements but could not be bothered about others? Why do we rally behind few change initiatives but just resist others? I think the answer to these questions lies in the narrative.

For everyone out there who is not a cricket fan and doesn’t really care about Virat Kohli, let’s look at a different example, may be in football. Why do fans love to see an academy product or a ‘local lad’ playing in the league for the club? Why does a Harry Cane or a Steven Gerrard get the most love from Fans while the big money buys struggle to build connections? The answer again lies in the ‘Narrative’.

Now I did not grow up watching football but I am sure many football fans played football growing up and had that one dream – ‘ One day I want to play for my local league team’. Based on my own worship of Sachin Tendulkar, I can guess that as fans they see a Harry Cane or a Steven Gerrard or a John Terry as the one who gets to live their dream and that is the Narrative. They can relate to these players in a way that they can’t with others. They cannot relate to an equally remarkable narrative of a foreign player who immigrated to a foreign country and is trying to survive in an alien environment. Some of the foreign players do develop that special bond with fans but it takes special efforts and time. Without those efforts and time there would not be a Henry or a Zola…

In my own case, I can relate to Sachin Tendulkar because his narrative appeals to me. He was born in a family not so much different than my own. He believed in hard work, dedication and conquered the world just based on that. Now I will definitely never do that but Tendulkar gave me the belief that it can be done.

I guess I am yet to tell you why I am not able to get this particular article out of my head. I work in Change Management and my primary responsibility is to help people change. There are times when I am puzzled when people do not get behind a particular change. Everything seems to be logically correct but the change just does not appeal to the recipients. This particular article made me think that this had something to do with the ‘Narrative’.

An organisation introduces a number of changes in its environment but as a narrative only few appeal to the audiences. There only few changes that make the connection which makes individuals get behind the change. Every change has a narrative but may be organisations do not make enough effort to relate the narrative with the audiences. More often than not organisations do not answer the questions – ‘Why should I bother?’, ‘What is in it for me’, ‘What does this mean for me’.

Just like footballers, few changes come with the right narrative. These changes are things that people always wanted and rooted for. For others, those need special efforts and time. If time and efforts are on offer, those changes can also form a narrative that appeals to the recipients. Finally it all comes down to the narrative!

Stop asking me to wear that shirt (or use that technology)

Once upon a time, my mother bought me a shirt. More often than not, I hate clothes bought for me and this shirt was not different. For no particular reason I resisted wearing that shirt. May be it was old-fashioned or may be I did not like the colour; something about that Shirt did not sit right with me.

For years my mother kept asking me to wear that shirt. With every reminder, I hated that shirt more. My mother is a persistent woman but finally she gave up and stopped asking about the shirt. Here is what happened after that

One fine day, I ended up in a situation where I could not find any clean/ ironed shirt to wear (yes that happens to me) and as fate would have it, the only shirt available to me was the one my mother gave me. I gathered the courage, put on the shirt and went on with my day.

‘Hey, nice shirt!’

‘Why don’t you wear such shirts more, they look good on you’

‘This definitely does not look like your shopping. Looks good’

Some of the things I got to hear that day. Not sure all of them were compliments but I will live with that.

I came back home and tried my level best to figure out why I hated that shirt. The best I could come up with was this –

‘I was a young rebellious kid who did not like the fact that his mom bought him something without asking him first’

Now replace the shirt with technology and my mother with any change/ transformation managers in your organisation. You will get the same situation

  • You will mostly hate the technology procured by the organisation
  • You will hate it more as a result of the ‘adoption stats’ and constant reminders to ‘use the technology’
  • You will one day be forced to use the technology and if everything is right, you will actually find it beneficial.
  • You (and the change manager) will be wondering why you hated the technology so much to begin with.

I think we as change managers need to ditch the traditional adoption measures and focus on creating situations where there is a reason or at least an excuse to adopt the technology. We also need to find ways to ensure that end-users feel that they bought the technology along with the organisation. It is a difficult thing to achieve but I think it is mission critical.

As humans, we have tendency to hate new things when those are forced on us. Asking ‘why you are not using it’ just adds oil to the fire. I am sure none of us want that. My mother knew that shirt will look good on me, she just could not find a way for me to try it on. In my case luck helped and I ended up wearing that shirt, I am not sure if organisations can depend on luck when it comes to technology adoption!

How I learned to drive and what it means for technology adoption !

20150710_162435My wife has been following up with me for past 8 years to learn driving. I never took her seriously till 2016 and by end of 2016 I have become a fairly confident driver. You must be wondering what changed in 2016?

  • My wife gave me the final ultimatum in 2016?
  • I watched F1 and was inspired?
  • I got fed up of the delays on Southern Railways 🙂 and decided to drive to work?

Nope. None of the above. Here is the real reason – I moved into a new home

There isn’t a single grocery store within walking distance of my new home and that meant for the first time in my life I felt ‘the need to drive’. To begin with, I had to learn to drive and it took me a while. I think it took me the longest among my friends to learn driving. I failed the driving test once and bumped my car into my own driveway during the initial few days.

What happened next was interesting – I actually started enjoying driving! Granted that it did not happen overnight but as my confidence grew I finally decided to go on a ‘long drive’. I dreaded it but it was a nice experience. There were moments when I felt that driving is not all bad and then when I was cruising on one of the beautiful roads, I said to myself – ‘I can enjoy this’ . For 34 years of my life, I hated travelling by road. I properly hated driving and always looked upon it as additional work which someone else can do for me. If I can somehow like driving then for me anything is possible.

Here is what I learned from my driving experience and I think it is applicable to any and every technology adoption program

Users have to feel the need to use the technology. In my case it was my new home but every user has to have a solid reason to use the technology you are offering. Only few will use the technology offered by an organisation because they like to. Others will wait till they have to!

Not everyone will adopt at the same pace. There needs to be time, money and resources to support different needs of different users. I needed more time to learn driving and it was Ok. The important thing is that we all finally make it.

Even with the need established, it will not be easy. I bumped my car and your users will make similar mistakes. That should be acceptable as long as they are making progress. Creating environment where users are allowed to make mistakes is crucial.

There will be moments when every user will think ‘this stuff works’. Those moments need to be nurtured, harnessed and celebrated. These are the moments which become stories and will be told across the organisation.

Enjoying technology is the epitome of adoption. It is the most difficult trick in corporate technology adoption. I thought I will learn how to drive, will actually drive but never thought I will ever enjoy driving; I actually did. The key for me was to have an experience that I felt good about. You need to aim for those experiences for your users. If they get it, they will enjoy the technology and not just use it!