So Much Change

A large operations community was undergoing change as a result of the implementation of a completely new technology. All business processes were affected by the change, yet it was important that service levels stay stable during the conversion and implementation of new ways of doing business.

Jill worked with a small group to develop a job family descriptor that enfolded 85% of the job descriptions into a few categories. She then designed a change management program for all directors, managers and supervisors – a modular training curriculum that took them step-by-step through the real changes in their respective departments, and their accountabilities as leaders. Jill worked with the senior leader to develop a communication strategy and presentations to launch the job family to hundreds of staff members in face-to-face meetings. Employee survey results immediately after the changes showed staff were highly satisfied.