1. Four pillars for change
Metrics to emphasize new cultural priorities
Processes to integrate the new culture into the organisation
Programmes to build support for cultural change
Structures to create a framework for the new culture
Source: Charan

2. The four ‘C’s of a confident organisation
Collaborative – doing things together
Creative – doing things first and better
Controlling – doing things right and the right way
Competent – doing things fast and efficiently

3. Excellence depends upon...
Caring more than others think is wise
Risking more than others think is safe
Dreaming more than others think is practical
Expecting more than others think is possible
K Sriram

4. Four parts to the iceberg of ignorance
4% Problems known to leadership
9% Problems known to senior managers
74% Problems known to team managers
100% Problems known to employees
From: Jerry Wellman

5. Five reasons for resistance to change
I don’t understand why we need to change
I don’t understand why this change
I don’t like this change
I don’t like change
I don’t like you
Source: Mike Clayton

6. Five lessons from effective organisations
Hire happy people
Train your people thoroughly
Treat your people exceedingly well
Seek customer feedback and act upon it
Ensure senior leadership hear directly from the front lines
Source: D Frances

7. Six ways to counter resistance to change
Education and communication
Facilitation and support
Manipulation and co-optation
Participation and involvement
Negotiation and agreement
Explicit and implicit coercion
Source: John Kotter

8. Eight steps to the Kotter change model
Establish a sense of urgency
Create a guiding coalition
Develop a clear shared vision
Communicate the vision
Empower people to act on the vision
Create short term wins
Consolidate and build on the gains
Institutionalise and embed the change