presentation tanner bechtel & dave king, xplane
TRANSCRIPT
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Successfully Designing Organizational Culture Change
Tanner Bechtel, VP Account Services Dave King, GM Europe
Design At Business – Berlin 2 November 2016
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It is 100% possible to design & implement
organizational culture change.
Start-Up Enterprise
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Culture & Empathy
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what is culture?
The ideas, customs, and social behavior of a group of people.
“Culture is your company’s operating system.”
- Dave Gray
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Strategy is our journey. It is a conscious choice in direction. It is what we aspire and conspire to complete. Culture is the landscape. It is the ground over which we travel. Pavement is much easier to travel over than sand.
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what is empathy?
The ability to understand and share the feelings of another person.
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Very little of who we are appears above
the waterline.
People are icebergs
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is a design consultancy focused on the inside of organizations. Strategy Activation Organizational Performance
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How to design (and implement)
organizational culture
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Culture Map Diagnose & Envision
Download the Culture Map atx.xplane.com/culture-map
Empathy Map Understand
Download the Empathy Map atx.xplane.com/empathymap
Activation Curve Plan, Run & Measure
Download the Activation Curve at x.xplane.com/activationcurve
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step one: diagnose & envision
(the culture map)
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Planned & Cared-For It will grow how you
guide it to grow
Unplanned & Ignored It will grow on its own
however it wants…
Organizational Culture is like a Garden
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Protectionist & Secretive
Lack of Teamwork
Fighting for Accounts
Poor Service & Lost Sales
Hidden Best Practices
Lower Capacity & Growth
Team Sales Targets
Team Rewards
Shared Best Practices Increased
Sales More Capacity
& Growth
Individual Sales Targets Individual
Rewards
Team-Based Selling
Sharing Accounts
Open & Supportive
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step two: understand
(the empathy map)
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mapping empathyDr. Evil Dr. Phil
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Download the Empathy Map at x.xplane.com/empathymap
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Who is Bart Simpson? ü Disobedientü Rebelü Tricksterü Risk-takerü Bratü Obnoxiousü Troublemakerü Uncontrollableü Bad Influenceü Smartass
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THINK
SEE
SAY
HEAR
FEEL
“It doesn’t matter”
“I just want to have fun!” “It’s not fair!!”
“Dad’s a loser” “…Maybe I’m a loser.”
Violent cartoons Lazy Father Smart Sister Father is a poor employee Underappreciated mother Potential to get in trouble
“Don’t have a cow!!” “Cool your jets, man!” “I didn’t do it!!!” “Awwwwww, Mannnnnnn!!” “I’m sooooo bored.”
Mockery Bullying
Reprimands Consequences
Lisa + Maggie being loved Disappointment
Judgment Argument
Despair Lack of Attention
Alone Hopeless
Unloved
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step three: plan, run & measure (the activation curve)
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STEPS
1. Segment the Organization.
2. Map each Segment onto the Curve.
Where are they today in relation to the culture change?
Where do they need to be in the future?
3. Identify the communications andengagements needed to moveeach segment up the curve.
4. Design a Comms & Engagementprogram based on those needs.
Reaching Enterprise Scale
Sales
HR
Customers
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Communications & Engagement Plan
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CKO
What evidence do we see of behavior change? • % of people exhibiting new behaviors• Customer Net Promoter Score increase• Customer Satisfaction increase• Efficiency or employee productivity increase• Cost savings• Sales growth (% or $)
What evidence do we see of agreement? • % of people who can explain how this relates to their job• % of people who support the initiative• % of people who disagree with the initiative• Rate of peer-to-peer teaching• Employee satisfaction scores
What evidence do we see of awareness? • % of people who can recall key messages• % of people who can put story in their own words• Access rates (e.g. attendance, downloads, views)• Prevalence as a topic in key forums and meetings
Measuring Results: Sample Success Metrics
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Empathy Map Understand
Culture Map Diagnose & Envision
Download the Culture Map atx.xplane.com/culture-map
Download the Empathy Map atx.xplane.com/empathymap
Activation Curve Plan, Run & Measure
Download the Activation Curve atx.xplane.com/activationcurve
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Thank You | Q&A
Dave King Consultant, GM Europe [email protected]
Tanner Bechtel Consultant, VP Account Services [email protected]