The very first time I had to think, read and speak about this topic of change was during the ‘dot com’ days. Everything was dynamic – technology, change and response to change. It is during those days that I was prompted to send a communication to my team to create awareness and get them to step up to meet the challenge of change. Here is an excerpt of what I sent:
Adapt to never-ending change
In this rapidly changing market and environment, companies that want to succeed have only one choice: adapt to never-ending change.
Radical redesign of our business model
The endeavor of our new operating model is to be a customer focused organization. The first step – “the fundamental rethinking and radical redesign of the business model to produce dramatic performance improvements for our customers and business partners.”
We believe this model will help create challenging and rewarding jobs and careers. We believe this is a critical component in creating breakthrough customer service resulting in higher levels of employee satisfaction and customer satisfaction
What this means to us?
This is an offensive plan. Most of our competitors are taking a defensive approach and basically playing the wait and watch game. This is an approach to take business away from competition. This model helps us go with a laser focus on customers and ensure we have them all covered and delighted with out service levels..
We will drive the customer focus a level higher in our organization thus enabling a top-down business development emphasis. The new structure helps us go “inch wide and mile deep” in our respective territories and regions. It also helps us leverage the entire organization and its various service delivery mechanisms.
Looking back, there certainly were multiple choices of approaching the situation. I certainly do believe the message had its impact and the team responded well to stem the rot.
I had the fortune of approaching the subject of CHANGE again this past weekend. Putting it in the context of what are the different kinds of changes?
I understood that in one of the approaches, CHANGE can be three kinds.
1. INCREMENTAL CHANGE or Organic Change: That can occur in any direction. Sometimes even taking a few steps back or to the side to go forward. Mostly applied to our every day situations.
2. TRANSITIONAL CHANGE: Like the ones we follow in the event of a merger or acquisition of firms. Clear defined process or path with desired outcomes.
3. TRANSFORMATIONAL: What is needed to bring about a complete transformation of the entity or situation. Almost warranting a micro universe of incremental change while morphing the entity from one to another. Sometimes with known defined process and outcomes and other times without.
To be continued…..