In a world of constant change, accelerated post COVID, we have to accept change is a way of life whether that is at home or work. So often we see companies follow the latest trend e.g digital transformation, diversity equity and inclusion training, wellbeing, the list goes on, and suddenly implement this new FAD, without deep thought if the people really are bought in to this change, will they really adopt it, is it of value to them, is it connected to their purpose.
Introducing a new CRM (customer relationship management) system is a classic, where the leadership decide this will help the business accelerate in rich customer data to better serve the customer and business. So a tech leader is placed in change of the project to build and rollout the solution. What I'm getting at is that we heavily focus on the solution, the adoption by the user is usually an after thought. In general the tech project leader is an expert in building the tech solution not necessary in how best to understand the voice of the customer from an adoption perspective and how to win the end users buy in and acceptance, for this task we need expertise that can co-create and engage right from the get go of any project ask that will impact the end user. Dont misunderstand the context, I'm not downplaying tech builders (the project leader could be of any function, this is just an example), they of course do the correct due diligence and engagement to build the thing in the first place by engaging with the end user, I'm talking about for really sticky change to happen we need to think differently.
We have seen so many initiatives fail after 6-12+ months of implementation or loose traction as the people the solution was built for were not fully brought into the change, they could not see the real value. The solution is built and then a team is out there trying to rollout the solution, due to the heavy investment the leadership is adamant this will have to work and is here to stay.
If we put on the breaks and stop to think how this solution could be affecting employee motivation, in their shoes this is a forced change, value perception is low, and ultimately the culture of the organisation is impacted. One small oversight can have many compounding effects that impact the employee experience and therefore ultimately customer experience.
CHANGE MANAGEMENT IS NOT AN AFTER THOUGHT, IT SHOULD HAPPEN FROM THE GET GO OF ANY INITIATIVE.
For any project / solution implementation in business (or at home) to be effective we can think about George Eckes formula, which is the backbone of LEAN SIX SIGMA change management principles. Generally, we are heavily focused on the quality of the solution, and don't put as much rigour in the adoption piece.
E = Q x A
This is where EFFECTIVENESS of the change or implementation of the solution is both impacted by the QUALITY of that solution (will it make a difference, is it built to serve the need, will it make doing business easier) and the ACCEPTANCE of that solution by the intended target audience (do they see the value, will they use it, will it make their lives easier).
If we use the CRM example above, say the current system has a quality of 5/10, its not super user friendly but it works. Now let's say the acceptance is about 3/10, so the users dont really use the system that works. The Effectiveness formula is E = Q5 x A3 =15.
Without changing the CRM system we could increase the level of acceptance by working and training the users, getting them to see the value, where the A moves to 7/10. Now we have Q5 x A7 = 35, so the overall effectiveness of the change was improved by focusing on acceptance. By focusing on both sides Q and A we can impact effectiveness.
IT IS KEY TO NOTE BOTH THE QUALITY OF THE SOLUTION AND ACCEPTANCE ARE IMPORTANT, YOU CANT HAVE ONE AND NOT THE OTHER.
A simple yet very impactful formula that can transform global to small initiatives that require change. Where will you be using Eckes formula. Maybe check in on a current project and see if the formula is one sided or if any focus is needed on the acceptance piece. Perhaps at home, think about before you are about to ask your spouse or kids to think about change, really think about how will you articulate the value and buy in before going ahead and making the change.
Look out for a future posts on more tips for leading change.
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