1. Setting people up for success by leading them through change. © 2011 wHolistic Change™

2. Leading a wHolistic Change ™ Courtesy Derek Sivers sivers.org 2 http://www.ted.com/talks/lang/eng/derek_sivers_how_t o_start_a_movement.html

3. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Ways to Approach Change Changes done to us vs. Change done with us 3

4. Setting people up for success by leading them through change. © 2011 wHolistic Change™ wHolistic Change™ Approach Employee engagement with strong executive sponsorship 4

5. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Making the Case for Change Incorporating the change into every aspect of your business. Corporate Communications Legal Marketing Manufacturing Call Center Customers 5

6. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Defining Success Define and measure success to recognize it once it’s achieved Examples: * Rework avoided: ($ to reprocess the service) x (number of services that need to be reprocessed) * Optimization: (Increased volume) x (value of product per unit of time) x (additional time product is available) * Time-to-market: (Value of increased market segment share) x (number of weeks accelerated to market) 6

7. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Gaining Sponsorship Expectations for an executive sponsor STOP If an executive sponsor is missing, stop! 7

8. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Creating Change Agents Recognition Empowerment Networking Incorporation 8

9. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Planning the Change Effort Analyze current state Determine future state Ensure alignment and buy-in across all stakeholders! Corporate Communications Legal Marketing ManufacturingCall CenterCustomers 9

10. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Planning the Change, Cont’d Assess the organization’s capacity for change Account for all impacts Don’t overload! 10

11. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Establishing a Change That Lasts Communities of Practice share information and knowledge, and provide continuous improvement feedback Practitioner community Middle manager community Stakeholder community Expert community 11

12. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Executing the Change Over-Communicate! – Brand the change – Identify the audiences – Message highlights – Format & frequency, by audience 12

13. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Communication Planning Top-down communication Lateral / Sideways communication Bottom-up communication 13

14. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Setting People up for Success What is needed to adopt the change? Continuous improvement feedback loop Templates and samples Job aids and process & procedures Alignment with other processes Governance: authority over operations 14

15. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Training & Development Training and certification Individual level competencies Organizational level competencies Incentives for adoption 15

16. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Reporting Progress Change objective Measurement of success Change roadmap Key milestones Success stories Critical issues and risks 16

17. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Overcoming Resistance Keep it simple and easy to adopt Ensure proper incentives Involve middle managers Resistance is normal! Maintain your sense of humor and balance Always remember that the goal is the change, not individual glory! 17

18. Setting people up for success by leading them through change. © 2011 wHolistic Change™ Changes to the Change Plans change with feedback and/or changing business climate Don’t be afraid to change your change! Communicate new changes and refocus all stakeholders 18

19. Setting people up for success by leading them through change. © 2011 wHolistic Change™ For More Information Follow our blog at wHolistic-Change.comwHolistic-Change.com Michelle Smeby mobile: 612-308-8358 michelle@wholistic- change.com michelle@wholistic- change.com Patty Stolpman mobile: 612-750-2204 patty@wholistic- change.com patty@wholistic- change.com 19