Leading to Greatness by Jim Reid

Author:Jim Reid [Reid, Jim]
Language: eng
Format: epub
Publisher: Figure 1 Publishing
Published: 2022-02-27T00:00:00+00:00

How to Drive Successful Change

What took place at the call centers — the vision, the plan, the brand building, the empowerment of the frontlines, the feedback loop and the leaders’ follow-through on their promises — is a remarkable success story. The data Rogers has collected supports the progress made. For example, the company’s Likelihood to Recommend (a variation of Net Promoter Score) is up almost 70 percent since the transformation began; our First Time Resolution metrics have improved 50 per­cent; and our frontline team engagement is currently at 86 percent, the highest of all the divisions in the company. Eric and his team managed the change process the right way and, by doing so, created a textbook example of how to drive successful change, but this success could just as easily not have been.

Kotter’s research and analysis on change led him to conclude that a successful transformation has eight phases, and “critical mistakes in any of the phases can have a devastating impact, slowing momentum and negating hard-won gains.”5 Here are the eight reasons why transformations fail, according to Kotter:

Lack of urgency

Lack of support from the top

Lack of vision

Poor communication

Resistance (both human and structured)

Lack of short-term wins

Celebrating too soon

Failure to culturally anchor the change6

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