Industry Category: Global Services

Recognising and valuing staff concerns smooths the path for office move

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Recognising and valuing staff concerns smooths the path for office movecasestudy-image

Thank you for your deep expertise with shaping and making this change happen with us – a great partnership during our early program phase

– Design, Strategy and Group Property Team

Brief

Our client, one of the largest distributors of healthcare, medical and pharmaceutical products in Australasia, sought the help of Blue Seed’s team of experts to ensure its head office’s move to a more central location was a positive experience for staff. The relocation also involved redesigning the work space from individual offices to an open-plan space as part of the company’s initiative to upgrade its working environment and make its headquarters more accessible to staff, with improved access to public transport and other amenities.

Solution

The firm’s leaders were keen to recognise the risks of a new workplace environment and the resulting culture change, so our consultants conducted a diagnosis of the relocation and gathered staff views to help enable the change. A range of interviews and surveys were carried out, as well as investigating best practices around the globe, which brought home the message that the relocation would fundamentally change the way teams worked together by moving from a traditionally hierarchical office structure to an open layout.

Results

Although staff claimed they were willing to cooperate and support the move, there was resentment about a perceived loss of status from managers who would lose their parking space and office; staff also expressed concerns that an open-plan workplace would bring distractions and issues with privacy as well as productivity. The company’s executives were aware that these apprehensions needed to be actively listened to, as complacency was considered the greatest risk to a smooth and productive relocation. Our team’s recommendations covered the company culture and how to reinforce its vision through aligning to new work practices and behaviours, how to manage the personal impacts associated with the relocation, including talent retention, and how to maintain the business’s performance during a short period of upheaval, along with the logistics of the move itself. When our assignment concluded, the company was in the planning stages of the relocation and initial feedback on Blue Seed’s report and change strategy was that it was comprehensive, accurate and provided practical guidance to the transition project. Read more about how to reduce business disruption during change here.

Change discipline minimises BAU disruption during core system modernisation

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Change discipline minimises BAU disruption during core system modernisationcasestudy-image

Brief

A global services company undertook a complex infrastructure transformation program. A team of two Blue Seed consultants were assigned to assess and manage the impacts on people, engage leaders and communicate the change to the organisation.

The program encompassed the following projects:

  • Implementing Microsoft Office365
  • Migrating core applications to the Cloud
  • Enhancing security
  • Upgrading telecommunications hardware
  • Adopting ‘as-a-service’ solutions for a flexible workspace, including printing, hardware provisioning and support

Solution

As the program was fast moving with tight timeframes, our consultants quickly assessed the impacts on internal business groups to develop a holistic and detailed plan for engagement and communication.

Some of the IT projects were particularly complex and our consultants worked diligently alongside the organisation’s internal and outsourced IT project teams to understand the end-user impacts.

Teleconferences and workshops were conducted to engage leaders and ensure their understanding and endorsement of the program. Impacted groups benefited from tailored, easy to understand communications and training materials.

Communication and engagement initiatives included:

  • the development of a change agent network to assist with the global implementation of Office365
  • eye-catching templates for email communications
  • quick reference guides
  • support pages on the organisation’s intranet
  • posters

Results

Blue Seed played a crucial role in managing the people side of this large-scale transformation program, providing deep expertise in engagement, communication and training.

Key achievements:

  • Leaders were engaged and consulted throughout the program
  • A detailed engagement and communication plan was created to manage business expectations
  • Change communications were aligned with the program’s deployment schedule and delivered in a timely manner
  • A change agent network was created and was highly effective in ensuring business readiness across global locations

Well-planned change enables customer retention during re-pricing

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Well-planned change enables customer retention during re-pricingcasestudy-image

Price increases are always difficult and past attempts had created significant disruption. Our Blue Seed consultant was able to quickly identify all key stakeholders who needed to be prepared and engaged them. He then prepared them for the change, equipping them with the necessary information, tools and support required to protect our customer relationships and deliver the financial objectives of the project. As a result, the price increase process ran significantly more smoothly with minimal client dissatisfaction.

Executive General Manager, Marketing

Brief

Our client is the Australian operating company for a global enterprise in business and document management services. Offering a broad portfolio of document technology, services, software and supplies, the company provides essential document management solutions.

The project was to increase the price of services incurred by thousands of customers on complex agreements for which hardware, financing and services were bundled. As a result of the complex nature of these agreements, service pricing was rarely changed despite the increases being within the terms of the contracts. With increased pressure on margins, it was essential the business increase pricing for which many customers had never been changed. Previous price increases had resulted in customer complaints, operational disruption and required substantial management focus and resources to manage issues and rebuild relationships. Often reversing the increase or providing other discounts for customers eroded the business benefits of the change.

Solution

Blue Seed began by identifying all the stakeholders across all roles and divisions who interact with customers. Detailed plans were then created to ensure that everyone who dealt with customers was well informed and able to respond directly to their queries. This ensured a consistent, respectful and considered response to customers from everyone across the organisation. Furthermore, if staff encountered issues or questions beyond their remit they were redirected to a specialist team specifically equipped to manage and resolve enquiries. Blue Seed identified this specialist team’s learning needs, defined the training curriculum, developed this training and support materials and managed the delivery of the training program in partnership with the team’s direct management.

Results

The project was able to apply the increase without any operational disruption, retained customers and achieved their financial objectives. In addition to managing the change with customers, a repeatable and sustainable process was left in place to apply these price changes on an ongoing basis.

Strategically-aligned learning framework enables service workforce of the future

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Strategically-aligned learning framework enables service workforce of the futurecasestudy-image

Brief

Service delivery issues, performance issues, site-specific failures and profit loss were attributed to fundamental gaps in the delivery of training to staff. The brief was to deep dive into the current state to confirm the best starting point and approach to improve training effectiveness for 2,000 team members. Based on this analysis, Blue Seed was engaged to develop a comprehensive training framework where there were limited existing structures or on the ground learning capability. The target audience was diverse and disparate with underlying language and literacy barriers.

Solution

A 4-week engagement that:

  • created an overarching capability framework developed around a set of client specific principles that built learning progressively over time, rather than as a one-off event immediately following Induction
  • built a competency assessment toolkit to track and monitor staff skills
  • created a heat map of skill gaps and a mechanism to tie strategic priorities with tactical training delivery on specific skills
  • prepared in-class and on-the-job materials in partnership with the training team that could be delivered in a pilot
  • developed a detailed procedure that structured the steps for training delivery and provided mechanisms to use training metrics to drive change
  • provided a 6 month implementation roadmap to integrate and embed the changes into operations, with Leaders playing a key ongoing role.

Results

The frameworks, materials and procedures that were developed filled a significant gap in the training structure, providing a best practise model that was easy to implement for a series of client quick wins.

Our consultants have been ideally placed for this assignment by exhibiting:

  • strong project management, stakeholder management and design expertise
  • ability to build fit-for-purpose training management frameworks and toolkits in a short, focused engagement window
  • delivering quick wins to provide immediate value and momentum for the training team.

All signs are positive that the solution developed will have a direct impact on the strategic performance indicators that shaped the initial brief.

Well-executed re-organisation positions services workforce for growth

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Well-executed re-organisation positions services workforce for growthcasestudy-image

Brief

Our client, a global services provider, announced a high level restructure in October 2015.  The outcomes of these changes included establishing a leaner operating organisation with lower costs and improved sales growth.  As a result of the realignment, one particular division was to be expanded to include a centralised Transformation Office for delivery of project management, change management and continuous improvement.  Blue Seed’s role was to support this division with its redesign and develop strategies to promote its value to the broader organisation as an internal service provider.

Solution

Blue Seed assisted the Executive General Manager and senior leadership team with reconsidering the division’s purpose, vision, service offering, strategic goals and redesigning the operating model to meet the internal customer needs.

Work was undertaken to analyse the current capability of the group and individual competencies and experiences, with an assessment of the needs and maturity of the organisation.  Additionally, a suite of priority initiatives were identified culminating in a Transformation Map and a detailed 90 Day Transition Plan was developed for delivery by the new Leadership team.

Results

Transition activity is underway and Phase 2 Implementation support is to proceed early next year.

Change diagnostic and strategy brings clarity and certainty to Salesforce implementation

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Change diagnostic and strategy brings clarity and certainty to Salesforce implementationcasestudy-image

Brief

The Australian subsidiary of a global services provider is on a journey of transformation that includes revitalising the Australian leadership team, organisation restructures and a very large program to modernise the IT platforms and tools essential to day-to-day business. Salesforce is being introduced as part of the IT transformation program.

In early 2015, Blue Seed was engaged to develop the approach for implementing a customised version of Salesforce across the Australian business. The gathering of information for development and delivery of high level change, training and communications approaches was a significant part of this Evaluation phase.

Developing the best training approach was important due to 800+ internal and external users targeted for training across Australia and by international and local training facilitators.

Solution

An early diagnostic and engagement approach led to the development of an Evaluation Phase Change Approach which incorporated the high level change, training and communications approaches. This included:

  • Global CRM implementation best practice particularly relevant to the Australian business situation
  • Key insights and recommendations in change and training management gathered from recent Salesforce implementations in other Asia-Pacific offices of the business
  • Change, communications and training management lessons learned in the Australian business during recent IT implementations
  • Heat mapping of the consolidated impacts of key IT projects and strategic BAU initiatives across the business to enable the business and project to be better informed
  • Identification of potential risks
  • Tailored and carefully selected recommended approaches to change, training and communications based on all of the above.

Results

  • A consolidated, early phase Change Approach with the essentials of engagement, communication, training and measurement approaches – endorsed and delivered ready for the next stage of the project
  • Additionally, Blue Seed developed a new Change Heat Mapping mechanism for use across the portfolio of initiatives to assist ongoing with project and business management planning.

Giving leaders the skills to build efficient, high-performing construction teams

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Giving leaders the skills to build efficient, high-performing construction teamscasestudy-image

Brief

Our client is a global provider of operations, maintenance and construction services. Blue Seed Consulting was engaged to conduct an initial change diagnostic within their Cleaning Workforce and offer insights and recommendations about the direction and opportunities for improvement to meet the following business objectives:

  • Higher degree of employee engagement
  • Improved culture around safety

Solution

Our Blue Seed consultant worked onsite to meet stakeholders, understand the nature of the problem, assess change impacts and risks, and make recommendations (e.g. opportunities for improvements, inhibitors to change, areas of focus, activities, recommended interventions etc).

A work plan was co-designed to prioritise the findings and recommendations from the discovery phase.

Results

As a result of the change diagnostic the Contract Manager decided to focus on the cultural and employee engagement aspect of the original brief. Blue Seed Consulting was further retained by the client to co-design and deliver High Performance Team training to all their supervisors, as well as assist the client to develop a communications strategy to improve employee relations.

The development of the training adopted the leader led principal and all sessions were delivered by their own managers and Blue Seed was instrumental in ensuring that the managers were equipped and confident to deliver the agreed material.

Cost-effective, strategic alignment of sales, marketing and delivery for a products business

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Cost-effective, strategic alignment of sales, marketing and delivery for a products businesscasestudy-image

I’m very happy with the advice and pragmatic support provided within a very tight timeframe. Our Blue Seed consultant was able to pick up very quickly our issues and address them in a way that enlisted our trust and respect
Executive General Manager Global Services for Major Industry Service

Brief

This market leading industry services organization needed its global services sales, marketing and delivery capability to be consolidated into one group, consistent with Asia Pacific and international structures. They required change management support to ensure that the restructure was conducted smoothly and the newly formed leadership group was fully aligned to a clearly articulated vision. The organisation-restructure directly impacted 400 services based staff vital for the future of the overall organisation that traditionally is a product sales and maintenance business.

Solution

Blue Seed Consulting was engaged to provision the following two aims:

  • Be a trusted advisor and support the leadership through the formation period and ensure alignment towards a clearly articulated vision
  • Develop and assist in the delivery of effective communications interventions to ensure a smooth transition from group workshops to leader-led messaging.

The approach was context specific, fit-for-purpose and included:

  • Change management analysis, plans and recommendations based on an issues-based consulting approach and standard change management practices using tools such as stakeholder analysis, impact assessments, communication and training needs analysis
  • Development of a communications campaign, including company-wide messaging, videos, telecasts, and road trips that included round table sessions
  • Designed and facilitated workshops to enable the newly formed Senior Leadership Team to develop a clear strategy and vision for the new business area that was capable of both aligning upwards to international parents direction and cascading down to sales, finance and operational teams.

Results

  • The reorganisation was delivered smoothly with a multi-channel and layered communication approach ensuring all stakeholders were well informed in a timely fashion and also had opportunities to clarify their concerns;
  • Key stakeholders at all levels from other parts of the organisation not directly involved but nonetheless indirectly impacted were also consulted and their concerns dealt with;
  • The Senior Leadership Team articulated their vision, purpose, mission, values, key strategies and priorities for the first eighteen months. A one page model assisted communication of these statements and demonstrated the alignment with that of the parent organisation; and
  • Leadership alignment was demonstrated, along with the overall restructure, tested by a tailored Pulse Survey.

Turnaround of an ERP implementation for a major global services company

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Turnaround of an ERP implementation for a major global services companycasestudy-image

The Blue Seed consultant’s work has been terrific and we believe she will add great value to our other projects.
Head of OD

Brief

This company was heading at full speed towards the largest system implementation in its company’s history. This new platform was going to be a cornerstone for subsequent system releases and an enabler for significant and much needed process re-engineering. When Blue Seed Consulting was approached about this project, considerably work was being done in all streams except the people stream and the experience with change management so far had not been positive. The project was rapidly moving towards launch but leaders and staff were not well engaged or being mobilised ready for the change.

Solution

Our consultant quickly established a baseline regarding the impending people impacts from which they developed comprehensive plans regarding engagement, communications and education. After getting the plans endorsed, the consultant worked closely partnering with leaders to ready themselves and their teams for launch. A range of communication initiatives including short videos, a poster campaign, share back packs and town halls were twinned with education and support tools (a super user network, competency assessments, and quick reference guides) to ready the business teams for implementation all at lightning speed.

Results

By working with and coaching leaders to drive the change – managers were clear on what was expected from them and had the opportunity to more effectively lead their staff through this challenging time; The use of fit for purpose materials meant staff knew what the new system and processes were going to be, when they’d need to do things differently and how their manager was going to support them, as they adjusted to a new way of doing things.

Despite being brought into the project so close to delivery, Blue Seed were able to positively influence the changes felt by the business. Our consultant was able to draw upon her extensive experience with systems implementations to quickly design, build and deliver tangible change interventions that were highly tactical in nature and fit for purpose. The client was impressed with the value we were able to bring in a short time frame, resulting in Blue Seed partnering with the company in subsequent projects and being made a preferred supplier for the provision of change management services across the company.