The Effects of Expectations on Acceptance of Innovation & Change
Change acceptance - Catherine Hellebaut
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Transcript of Change acceptance - Catherine Hellebaut
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© 3M 2010. All Rights Reserved.
Change AcceptanceCatherine Hellebaut
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Speaker : Catherine Hellebaut
3M Europe n.v. Lead Lean Six Sigma Black Belt, IT EMEA
NSI Deployment Manager, Europe
23 years in IT EMEA Program Manager Demand Management
IT Manager 3M Belgium
Responsible for AD Methodology since 2006 (NSI)
LSS BB since February 2009
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3M’s Technology Platforms
AbAbrasives
BiBiotech
AcAcoustics
CeCeramics
AdAdhesives
DdDrug
Delivery
AmAdvancedMaterials
DiDisplay
AnAnalytical
DoDental &
Orthodontic Materials
AsApplicationSoftware
EcEnergy
Components
EmElectronicMaterials
FcFlexible
Converting & Packaging
FeFlexible
Electronics
FsFiltration,
Separation, Purification
FiFilms
ImImaging
FlFluoro-
materials
InInspection &
Measure-ment
IsIntegrated Systems Design
LmLight Mgmt
MdMedical
Data Mgmt
MeMetal Matrix Composites
MfMechanical Fasteners
MiMicrobial
Detection & Control
MoMolding
MrMicro-
replication
PePredictive
Engineering & Modeling
NtNano-
technology
NwNonwoven Materials
RpRadiation Processing
SeSensors
PoPorous
Materials & Membranes
PmPolymer
Melt Processing
WoWound Mgmt
VpVapor
Processing
SuSurface
Modification
SmSpecialty Materials
OpOpto-
electronics
PdParticle & Dispersion Processing
PrProcess
Design & Control
PpPrecision
Processing
TtTrack and
Trace
WeAccelerated Weathering
© 3M 2010. All Rights Reserved.
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Six Market-Leading Businesses
© 3M 2010. All Rights Reserved.
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Electro and Communications Business
Consumer andOffice Business
Display andGraphics Business
Health CareBusiness
Industrial and TransportationBusiness
Safety, Security and Protection Services Business
leading businessesSix market
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3M Core Technologies3M Core Technologies MarketsMarkets
AdhesivesAdhesives
AbrasivesAbrasives
CeramicsCeramicsElectronicElectronicPackagingPackaging
MicroreplicationMicroreplication
Light ManagementLight Management
Specialty MaterialsSpecialty MaterialsNonwovenNonwoven
MaterialsMaterials
Polymer MeltPolymer MeltProcessingProcessing
Architecture & ConstructionArchitecture & Construction
Automotive, Marine & AerospaceAutomotive, Marine & Aerospace
Electronics ManufacturingElectronics Manufacturing
Graphic ArtsGraphic Arts
Health CareHealth Care
Home & LeisureHome & Leisure
Manufacturing & IndustryManufacturing & Industry
OfficeOffice
Safety: Transportation & PersonalSafety: Transportation & Personal
Security Security
Utilities & TelecommunicationsUtilities & Telecommunications
Integrated Systems Design
Markets… serving a multitude of
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© 3M 2010. All Rights Reserved.
Net Sales (billions)
$Solid Top-Line Growth
$21.2$22.9
$24.5$25.3
$23.1
0.0
5.0
10.0
15.0
20.0
25.0
30.0
2005 2006 2007 2008 2009
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$3.1
$3.9$4.1
$3.5$3.2
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
2005 2006 2007 2008 2009
Net Income (billions)*
$A String of Record Profits
* Reported net income
© 3M 2010. All Rights Reserved.
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Solving Problems Everywhere
Operate companies in more than 65 countries 35 international companies with manufacturing operations,
35 with laboratories
In the United States, operations in 28 states
R&D and related expenditures total $6.861 billion for the last five years
More than 75,000 employees worldwide
We provide ‘borderless customer success’
© 3M 2010. All Rights Reserved.
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2010 Recognition
Fortune's World's Most Admired Companies -- No. 17
Bloomberg BusinessWeek's Best Companies for Leadership - No. 3
Barron's World's Most Respected Companies -- No. 15
© 3M 2010. All Rights Reserved.
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You can build the most wonderful solution in the world, but if people
don’t want to use it, your project has failed.
One could even call it Lean Waste…
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Symptoms of poor Change Acceptance
The application you built is not being used…
The application you built is being used after go-live, but pretty soon people are reverting back to their old way of working…
You successfully built a new application, but the deployment effort is taking much longer than expected…
…
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Change Acceptance Iceberg Goals
Technology
Structure
Policies and Procedures
Products
Financial Resources Perceptions
Attitudes
Feelings
Values
Informal interactions
Group norms
Losses/Gains to individuals
Change is the law of life. And those who look only to the past or present are certain to miss the future.
John F. Kennedy
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Dynamics of Change
People will:
feel awkward and self-conscious.
focus on what they think they will have to give up.
feel alone, even if others are going through similar change.
be at different levels of readiness for change.
handle only so much change.
be concerned resources will be inadequate.
revert to old behaviors without pressure.
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What is Change Acceptance ?
Q x A = E
Quality of solution (deliverables)
Acceptance of change (people transition occurs)
Effectiveness of project
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So, how to avoid issues with poor Change Acceptance ?
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1. Know what you're up against
You can never start too early
Know who is affected by the change
Understand how you are impacting them
Direct impact as well as down-stream impact Not just your core team !!
Assess the situation Supportive, Neutral, Against ?
Where do they stand now ?
Where do you need them to be for your project to be a success ?
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Stakeholder analysis
Don't make assumptions Objective data
Interview key stakeholders
Survey potential clients
Understand who the key influencers are And think about influencing tactics
Are your project sponsors on board ?
Internal clients vs. external clients Don't always know who your external clients will be ?
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2. Address the issue
Build and execute a communication and training plan
Adapt to the outcome of your stakeholder assessment
How big is your challenge ? Who do you need to talk to ?
What do you need to talk about ?
How frequently do you need to communicate ?
Think about the right communication and right medium for the right audience
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2. Address the issue
WIIFM vs. Compelling Business Case
Think about a Transition Map (from -> to)
Have an elevator speech ready
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2. Address the issue
Create a shared vision What does the future look like ?
How do we get people engaged ?
Awareness
"in their eyes"
Inform
Understanding
"in their mind"
Clarity
Acceptance
"in their hart"
Convince
Engagement
"in their work"
Engage
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3. Repeat and adapt
Repeat your Stakeholder Assessment throughout the different phases in your project
Adapt your communication and training plans to the results
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4. Get Help
In case you are facing a huge Change challenge Discuss this with the project sponsors and champions
Don't hesitate to get professional help HR Department
Consultancy
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Stuff to Google
GE CAP "Change Acceleration Process"
"IBM Better Change Method"
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