Date post: | 11-Nov-2014 |
Category: |
Documents |
Upload: | keith-sheardown |
View: | 686 times |
Download: | 0 times |
The Technology is the Easy Part How to help your people embrace change and make technology work
Keith Sheardown
APTA 2010 Annual Meeting 2010
San Antonio, TX
2
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
3
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Innovating Since 1942
4
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Bombardier Today
* As at January 31, 2010
Transportation
F10 revenues: $10 billion52% of total revenuesBacklog: $27.1 billionEmployees: 33,800
Aerospace
F10 revenues: $9.4 billion48% of total revenuesBacklog: $16.7 billionEmployees: 28,900
5
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
The Results are in – we suck at implementing technology!
Highlights from CHAOS Summary 2009 report, published by The Standish Group:
32% of all projects succeeded - delivered on time, on budget, with required features and functions
44% were challenged - late, over budget, and/or with less than the required features and functions
24% failed entirely – they were cancelled prior to completion or delivered and never used
“This year’s results represent the highest failure rate in over a decade.”
6
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
“24% failed entirely – they were cancelled prior to completion or delivered and never used”
7
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
And The Biggest Loser Is…..
Source: “SmartRailroad” LinkedIn Group Survey – August 2010
8
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Seven Ideas to Manage Change Better
1.Create a guiding coalition
2.Establish a sense of urgency
3.“Sketch” early and sketch often
4.“What’s in it for me?”
5.Know what you are trying to accomplish
6.Your new technology will not fix all that ails you !
7.Throw away your rear view mirror
9
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Creating the Guiding Coalition
1. Find the right people
– The price of admission – a Champion / Catalyst / Change Agent!
– Well regarded influencers from the lunch room to the Boardroom
– Get the talent that you need
– Build a diverse team – Technology is not owned by I.T.
2. Create trust
– Empathy and understanding are a must
– Attack misconceptions, rumors and barriers to trust
10
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Creating the Guiding Coalition
3. Develop a common goalA goal that has a strong positive desire attached to it – one that inspires people to do great things
11
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Are you inspired?
A.Our goal is to replace our legacy computer system with new technology to enhance business processes and reduce our staff size by 15%
B.Our Mission: To deploy technologies that will allow our people to do quality work with less effort
C.Our goal is simple – to improve On Time Performance through improved reliability management
D.We plan to save the earth - Our goal is to increase market share of transit in our community
12
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
“True urgency focuses on critical issues. It is driven by the deep determination to win, not anxiety about losing.”
John P. Kotter
Harvard Business School
Establishing a Sense of Urgency
13
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Urgency is not about people working late or
having lots of meetings.
They are simply doing stuff!
“But We Have a Sense of Urgency – Everyone is Working So Hard”
14
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Sketching the User Experience
Two very common myths about designing solutions
1: That we know what we want at the start of a project
2: That we know enough to start building it
Bill Buxton
15
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Sketching User Experiences: Getting the Design Right and the Right Design
Bill Buxton
Sketching is about asking questions
Prototyping is about offering suggestions
Sketching? But I’m Not an Artist!
16
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Ask More Questions – Offer Less Suggestions
What is the purpose of the technology investment? What is the goal?
Continuously ask questions – focus on the people that you are trying to help
Sketch early and sketch often – rapid, cheap and disposable
17
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Ask More Questions – Offer Less Suggestions
DO NOT DEFEND your opinion, ideas, or your solution!
It is all about creating an environment where they can share their experiences and their suggestions
Time and effort on the front end will prevent disasters on the back end
18
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Watch them in their “Current State”
“People lie – their actions
don’t”Richard Hilleman Chief Creative Director - Electronic Arts (EA Sports)ASTD TekExpo – January 2010
19
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
“Fail faster – succeed sooner”
David Kelley
IDEO
You Failed? “You’re Fired!”
20
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
“What’s In It For Me?”
ENGAGE YOUR PEOPLE!
Look for “pain points” - walk around, ask tons of questions, use video, props and simple simulations
Answer the question “what’s in it for me?” – the price of admission to creating a sense of urgency
Define the problems with the “current state” – show them the opportunities with the “future state”
Communicate as if your life depends on it - your job will!
21
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Clearly define your objectives – and make them SMART
Based on the goal and the stakeholder feedback, establish SMART objectives
Create actions for each objective
Hold people accountable
“Tell your story”
Retain strong Project Management capabilities – give them the ability to do their job
Keep score – in a very public way
Celebrate Success….often
22
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Your new technology does not have Super Powers!
“But that will be taken care of when the new software gets
installed”
23
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Your new technology does not have Super Powers!
"The first rule of any technology used in business is that automation applied to an efficient operation will magnify the efficiency.”
24
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Your new technology does not have Super Powers!
“The second rule is that automation applied to an inefficient operation will magnify the inefficiency."
Bill Gates
25
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Throw Away Your Rear View Mirror
Stay focused on your goals and not how you have done things for the past “X” years
Expand your network – attend a User Group, sign up for webinars, do your research
Hit the road - do site visits to see Best Practices in action
DO NOT USE 30 YEAR OLD IDEAS AND PROCESSES WITH YOUR 26 YEAR OLD STAFF
AND YOUR BRAND NEW TECHNOLOGY
26
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Top 5 Takeaways
1: Have a clear goal that is well understood – Communicate!
2: Create a true coalition and assemble a talented team
3: Create a sense of urgency by inspiring people to do great things
4: Technology is ALL about the User Experience - “Sketch” early and sketch often
5: Be able to articulate clearly when they ask “What’s in it for me?”
27
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Additional Resources
Leading Change – John P. Kotter
The Goal – Eli Goldratt Sketching User Experiences:
Getting the Design Right and the Right Design – Bill Buxton
My Iceberg is Melting – John P. Kotter
The Ten Faces of Innovation – Tom Kelley
www.smartrailroad.com
28
© B
omba
rdie
r In
c. o
r its
sub
sidi
arie
s. A
ll rig
hts
rese
rved
.
Thank You
Keith SheardownGeneral Manager – Technology Solutions
Bombardier Transportation
647.284.9300