“That’s Not How We Do It”
Early in my career, an organization’s CFO invited me to join a team he was forming to tackle a significant Corporate Operational initiative. There were people from every business unit, most of whom were much more senior than me. There were directors, program managers, and senior engineers, most of whom were ex- or retired military. Then there was I, a senior program control analyst reporting directly to a senior VP of a business unit and incredibly green in comparison. Okay, so I had been a part of teams before, but this was the first that launched me into the throws of significant organizational change, and boy, was I excited and scared. Did I mention scared?
Don’t worry about sounding professional. Sound like you. There are over 1.5 billion websites out there, but your story is what’s going to separate this one from the rest. If you read the words back and don’t hear your own voice in your head, that’s a good sign you still have more work to do.
After the first several meetings to assess our pain points and what changes we would need to make, I pitched the changes to some of our senior staff members in my business unit to gain buy-in. I was so excited to pitch our plan; it was great; it would streamline processes, improve efficiency, create more effective collaboration between departments, and improve the bottom line! There was nothing not to like, at least that’s what I thought! Then I arrived at the office of my first Director, bright-eyed and bushy-tailed, to explain our proposed changes and all the good they would do for the organization, and the unexpected happened. He communicated that under no circumstance was any of it going to work because “that’s not how we do it,” and his people wouldn’t like it.
Unfortunately, he was not the only senior staff member with that attitude. I was getting similar responses from just about everyone I spoke with. It was both disappointing and confusing. I learned a valuable lesson about operational change; it is crucial to improve an organization, but it will not be successful if people’s minds are stuck and incapable of grasping a new way of doing things. At the next meeting, the CFO brought in buttons with the words, “That’s not how we do it,” crossed out for us to wear around the office, and we continued to push forward with our plans.
As you can imagine, gaining the senior staff’s trust and earning their buy-in, involving employees, incorporating the changes, testing the results, making tweaks and additional changes (yes, that happens), and finally seeing positive results took months. However, the experience is something that I was able to grow and learn from throughout my career.
I also realized I have always enjoyed being a change agent. It is my passion. I am at my best when I am helping others be their best. I don’t mind the hard work it takes to reach the goal because the result is my pleasure point. It is where I find my happy place. Seeing it all come together to achieve a greater purpose. So, for the rest of this post, I want to help you understand how to recognize if your organization needs operational change, tips on factors that contribute to successful change, and some of the pitfalls that prevent lasting, effective change.
Signs You Need Improvements, Tips, and Pitfalls
During the day-to-day grind of successfully running a business or managing a business unit or department, it is sometimes hard to see the clear signs that you need to improve your operations for the overall good of the organization. Well, here are five signs that your organization needs to make some operational improvements:
Decreasing productivity: If your organization struggles to meet deadlines or complete tasks on time, it could be a sign that your operations need improvement. These can include inefficient processes, inadequate resources, or poor communication.
High employee turnover: If employees leave your organization frequently or have low morale, it may be a sign that operational issues need to be addressed. These could include poor management, inadequate career development opportunities, or a toxic work environment.
Customer complaints: If your customers are consistently dissatisfied with your products or services, it could be a sign that your operations are not meeting their needs. These could include poor quality control, slow response times, or inadequate inventory management.
Poor financial performance: If your organization is consistently operating at a loss or not meeting revenue targets, it may be a sign that operational changes are needed to enhance efficiency and profitability. These can include reducing costs, improving product or service offerings, or increasing revenue streams.
Lack of innovation: If your organization is not keeping up with industry trends or failing to introduce new products or services, it may be a sign that your operations need to be updated to stay competitive. These include investing in research and development, adopting new technologies, or exploring new markets or partnerships.
Then, of course, several factors can contribute to successful operational change. Here are five tips to get you on the right path:
Clear vision and goals: It is essential to have a clear vision of what the organization wants to achieve and set specific, measurable, achievable, relevant, and time-bound (SMART) goals. This helps to align everyone on the same page and ensure everyone is working towards a common goal.
Strong leadership: Strong leadership support is critical for successful operational change. Leaders must be committed to change and willing to provide the necessary resources, guidance, and support to make it happen.
Effective communication: Effective communication is essential to any successful operational change effort. Communication must be frequent, transparent, and honest, involving all stakeholders, including employees, customers, and suppliers.
Employee engagement: Employees are the cornerstone of any organization, and their engagement is crucial for successful operational change. Employees need to be involved in the change process, have a sense of ownership, and feel empowered to contribute their ideas and suggestions.
Continuous improvement: Successful operational change is an ongoing process that requires continuous improvement. Organizations need to be agile, flexible, and open to change, and they should continuously evaluate their processes and procedures to select areas for improvement.
On the other hand, making successful and lasting operational changes can be a daunting task for any organization. Several factors can stand in the way of achieving this goal, including. Here are five pitfalls to look out for:
Resistance to change: One of the biggest obstacles to successful operational change is resistance from employees or other stakeholders who are comfortable with the status quo. Without buy-in and support from these individuals, it can be challenging to implement new processes or procedures.
Lack of leadership support: Operational changes may not be given the necessary resources or attention to succeed without strong leadership support. Leaders need to be committed to change and willing to make the required investments in time, money, and personnel.
Inadequate communication: Effective communication is essential to any successful operational change effort. If employees don’t understand the reasons for the changes or how they will be affected, it can lead to confusion, mistrust, and resistance.
Lack of resources: Implementing operational changes requires significant resources, including money, time, and personnel. Organizations that fail to allocate sufficient resources to the effort may find that the changes are not sustainable or effective.
Incomplete planning: Operational changes not thoroughly planned and thought out can be doomed to fail from the outset. Organizations need to take the time to identify the root causes of the problems they are trying to address and develop comprehensive plans that systematically address these issues.
Operational change can be necessary and challenging, but it can be rewarding and profitable when you have buy-in and a positive mindset!