Annual Shared Services GBS & BPO - Edinburgh Conference - 23 July 2014
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Annual Shared Services GBS & BPO
Conference
19-20 November 2014
Edinburgh
Conference App download
http://doubledutch.me/download/deloitte-ssc-conference
Focus session: Change management – A top down, bottom up approach Jamie Davies Computacenter
22 years in finance, consulting, coaching & SSC
And still learning...
My ambition today: to give you 5 insights that will help you on your unique journey
At the beginning of a new journey..
Integrated
Benefits & Complexity
Multi – Function GBS
SSC
Regional /
Discrete Functional SSC
SSC
Delivery of Regional Consolidation of Single GBS
discrete back delivery centres multiple SSCs function
office typically more into multi- integrated end to
transactional than one functional end process
activity function strategy ownership
Time
#1 how exciting and scary it is... (Source: William Bridges, Managing Transitions)
The complex
challenges after
transition
Virtual structures
Millennial workforce
Flux of people & Process
Belonging & Place
Crisis of Service
Paradoxical goals
#2 Predictable response patterns
The burdened SSC leader “The role of the SSC leader can be the best job in the world, and at times the loneliest” “I am in charge, but not in control”
The muddled middles “I have to get involved in everyone’s problems otherwise nothing happens.” “My manager thinks I'm not doing enough and my team think that I don't care.” “I can’t really trust my peers”
“They make decision after
decision with no The victim
consistency”
employees
“They ask for our opinions
but don't do anything about
them!”
“I have no idea what they
spend all their time doing in
meetings but it makes no
difference to improving our
work”The Poor Suffering “They don’t deliver what I need and when I complain I Customers just get another action plan from a manager” “It’s the same issues again and again, we expect the poor service now and can find ways around it”
Our response:
TRYING TO
FACILITATE CHANGE
TOP DOWN AND
BOTTOM UPIntegrated approach Pilot Site CI
Launch
Voice of the Customer Bottom Up
Team Based
Front line Problem
Senior Solving
Manager
Leadership Manager Dialogue
Dialogue
Dialogue Dialogue
Top Down Strategic Vision & Goals
Team
Coaching#3 Top Down with team coaching
Task Focus
Clarifying Commissioning
Can the team make sense of the Do we have a clear and unique
commission and translate it into commission?
creating goals and objectives Do we have a shared purpose?
Do we have the right members and Do we have a coherent direction?
skills?
Internal Core
Learning External
Co-Creating
How effectively do we work together
Connecting
to allocate, share, communicate? Do we have a clear & compelling story?
What behaviours are helping or Are we building relationships and
hindering? engaging with stakeholders
Is there shared leadership? Are we engaging our employees?
People Focus Adapted from Peter Hawkins – Leadership Team CoachingPurpose issues Commissioning
Do we have a clear and unique
commission?
“Just get it in” culture Do we have a shared purpose?
Do we have a coherent direction?
Multiple stakeholders
Regional versus Divisional
No “one mind”
No overall SSC identityBehaviour issues Co-Creating
How effectively do we work together
to allocate, share, communicate?
Lack of trust in each other What behaviours are helping or
hindering? Is there shared
leadership?
Too similar skills
Competition across regions
Lack of identity
No aligned incentivesWhy CI?
CI STRATEGY OBJECTIVE
Continually scan business
Provide vision &
Top context, become shapers of
empowerment
strategy, provide the VOB
Coordinate effort, Use unique perspective
Middle share information & upward, downward and
lead sideways to
Use CI approach Participate in daily/weekly
Bottom to turn problems into projects dialogue and performance
huddles & improvement projects
Understand how things
Engage through VOC and
Customer work and get involved in
Build Partnerships
the solutions#4 The challenge of CI without vision
Top Bottom
Down Up
•Consistent methodology •Freedom to learn
•Benefits driven •Customer & engagement driven
Middle
•Project implementation •Natural, everyday event
•It will give us results •Fears of outcomes and intent
Do I really have
time for this?#5 THE REALITY OF
CHANGE STORIES
Rational Brain Consultant view Managers view
Feb ‘14
Another point in time
Tools & Techniques
a 5
Train & Deploy
Outcomes emerge
b 4
Diagnose
c 3
d 2 Skill
Vision
e 1
a point in time
Jul ‘13Process “Most approaches to change
View ignore the gap that we all
experience, the gap between
rhetoric of change and
Formal
outcomes achieved on the
Organisation
ground. They ignore the
hidden, messy and informal
Strategy dynamics of everyday
and organisational life.”
Plans
Chris Rodgers5 insights – testing relevance #1 Emotional impact of transitions #2 Exploring predictable patterns #3 The value of Team coaching #4 CI as culture not programme #5 Engaging with the messy reality
Questions & Feedback
Annual Shared Services GBS & BPO
Conference
19-20 November 2014
Edinburgh
Conference App download
http://doubledutch.me/download/deloitte-ssc-conferenceYou can also read
