1. “Managing Change in Volatile Times” Leadership Lessons Learned Geoff Smith and Stephen Quesnelle Sacred Cow Company May 27, 2009

2. Sacred Cow Company.com - When things have to change The Current Volatile Environment We are at the end of an 8 year bull run This recession has killed, and will continue to kill, companies who try to keep operating the same way. –(Nortel, Circuit City, Chrysler, Quebecor, Canadian Superior) Bad practices, broken processes and poor performers are more likely to be hidden in boom times of growth “When the tide goes out you can see who has been swimming naked”

3. Sacred Cow Company.com - When things have to change Mitel Revenues 1978 - 1999 Forming: Entrepreneurial Growth Norming: Processes, controls Reinventing: Workforce Engagement

4. Sacred Cow Company.com - When things have to change More Than The Economy Recessions ‘82, ‘90

5. Sacred Cow Company.com - When things have to change Engaging Employees: Changing Behaviours Change program begins

6. Sacred Cow Company.com - When things have to change Sacred Cows…A Definition

7. Sacred Cow Company.com - When things have to change What Changed? Focus: Quality and Time to Market Voice of Customer: Tucson Tapes CPL Change Intervention –Shed the past –Behaviour Change –Employee engagement Visible Scoreboards: CDI and the Clock Sacred Cow Hunts

8. Sacred Cow Company.com - When things have to change Where Sacred Cows Come From Slow evolving businesses or industries –Bifurcations bring out the cows Fax: Teletype and taxis E-mail: Canada post and US Presidents The ups and downs of business cycles –Ups breed & feed the cows (growth, focus, accountability) Down times merely expose (and can anoint) the cows Culture clash –Bad marriage mergers

9. Sacred Cow Company.com - When things have to change Reading Brands on Sacred Cows Innocent Cow –It’s not my fault / my job Naked Emperor Cow –Your data is wrong – everything is fine Fat Cow –It’s only company money Customer Focus Cow –The customer is wrong / I am an artist The Royalty Cow –Our department is important here The Dictator Cow –I am in charge here. Turn your brain off and do as I say

10. Sacred Cow Company.com - When things have to change Organizational Effectiveness Strategy Process Behaviour

11. Sacred Cow Company.com - When things have to change Balanced Business Model Strategy Behaviour Behaviour Success Success © Lost but making good time Never do today what you can put off until tomorrow Rearranging deck chairs on the Titanic Process Process Behaviour Behaviour Process Process Strategy Behaviour Behaviour Strategy Process Process Misguided Inefficient Ineffective

12. Sacred Cow Company.com - When things have to change Leading Change to Keep Competitive Begin with measurable business issues: data Call a cow a cow: Identify key behaviours Activate change from the line Make the case for change: The big picture Pick your battles – search for the 1 -3 big rocks Pick key behaviours – select the 1 – 3 levers Recognize, reinforce and support employees

13. Sacred Cow Company.com - When things have to change Geoff Smith gsmith@sacredcowcompany.com (613) 868-9145 Steve Quesnelle squesnelle@sacredcowcompany.com (780) 717-5681 Questions