G2G3 ‘ENGAGEMENT ’ How can you possibly expect to transform without it?

G2G3
‘ENGAGEMENT ’
How can you possibly expect to transform without it?
HENRY STROUTS, G2G3
12 September 2012
ENGAGE. TRANSFORM. SUCCEED
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60% OF TRANSFORMATIONS FAIL...
BUT YOU CAN’T ALWAYS BLAME THE PROJECT!
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AIM
TO GIVE YOU AN UNDERSTANDING OF
SOME OF THE CAUSES OF IT
TRANSFORMATION FAILURE AND HOW
YOU CAN ENGAGE YOUR PEOPLE TO
OVERCOME THEM
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AGENDA
‣ WHO IS G2G3?
‣ WHY DO TRANSFORMATIONS FAIL?
‣ WHAT DO WE MEAN BY ENGAGEMENT?
‣ WHAT ARE THE BARRIERS TO ENGAGEMENT?
‣ WHAT CAN WE DO TO ENGAGE OUR PEOPLE?
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WHO IS G2G3?
‣ G2G3 HAS BEEN PROVIDING
PRODUCTS AND SERVICES SINCE 2000
‣ MARKET LEADING PROVIDER OF EXPERIENTIAL LEARNING, SELLING
AND MARKETING TECHNOLOGIES TO THE GLOBAL ENTERPRISE IT
MARKET
‣ SPECIALIST IN ENTERPRISE IT SIMULATION TECHNOLOGIES LINKED TO
CIO CHALLENGES
‣ GARTNER COOL VENDOR
‣ LICENSE OUR TECHNOLOGY TO 7 OUT OF THE 10 TOP TECHNOLOGY
COMPANIES IN THE WORLD
‣ EUROPE BASED OPERATING GLOBALLY
‣ PROVIDER OF POWERFUL AND UNIQUE OCM CAPABILITY
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WHAT ARE WE HELPING CLIENTS WITH?
‣ENABLEMENT OF CHANGE AND TRANSFORMATION...
‣ NEW TOOLSET IMPLEMENTATIONS
‣ NEW PROCESS
‣ NEW CULTURE
‣INTEGRATION
‣GLOBAL CONSISTENCY
ENGAGEMENT!
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WHY DO TRANSFORMATIONS FAIL?
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TOP TEN REASONS WHY IT TRANSFORMATIONS
FAIL
1. RESISTANCE TO CHANGE
2. LACK OF A STRONG SPONSOR
3. WE DO IT OUR OWN WAY
4. LACK OF CLEAR STRUCTURE AND PLAN
5. LACK OF TALENT OR RESOURCES
6. LACK OF CONSEQUENCE MANAGEMENT
7. DISENGAGED STAFF
8. LACK OF PLANNING FOR AND MANAGEMENT OF RESISTANCE
9. FEAR OF FAILURE
10. LACK OF ROLE MODELS
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LEADERSHIP EXPECTATION
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REALITY
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THE FOCUS IS USUALLY GO LIVE
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ENTHUSIASTIC MINORITY CAN HAVE SUCCESS
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END TO END ENGAGEMENT IS KEY
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G2G3
WHAT DO WE MEAN BY ENGAGEMENT?
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G2G3
WHAT ARE THE BARRIERS TO
ENGAGEMENT?
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INFORMATION OVERLOAD
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G2G3
WHAT CAN WE DO TO ENGAGE OUR
PEOPLE?
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KEY ENGAGEMENT APPROACHES
IN TRANSFORMATION
‣COMMUNICATION
‣SIMULATION
‣CONTEXTUAL EDUCATION
‣GAMIFICATION
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COMMUNICATION
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BRANDING
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NEWSLETTERS
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INFOGRAPHICS
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VIDEO
‣ LEADERSHIP VISION
‣ BEHAVIOURAL CHANGE
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CONTEXTUAL EDUCATION
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LAZER FOCUS EDUCATION
TRADITIONAL
APPROACH
TECHNOLOGY
ITSM
PROCESSES
WORKING
PRACTICES
ENGAGE. TRANSFORM. SUCCEED
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CULTURE
TIME
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“High Impact Metaphors Drive
Engagement and Understanding”
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INTERACTIVE ONLINE SCENARIOS
INVESTMENT
BANK
Logging all Interactions
© 2008 G2G3
ENGAGE. TRANSFORM. SUCCEED
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November 21, 2011
Page 14
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SIMPLIFICATION...
“This was a 300 Page Major Incident Process Manual”
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“Job Aids Driving
Compliance of Processes
and Working Practices”
Service Desk
Logging a New Incident
Search for existing customer details
the mandatory customer information fields
2
Incident
Recovery
Closure
5
Closed
t The Status field will change
to ‘Assigned’
Save
4
1
3
Resolution and
Diagnosis
Save the record
t Click on
t The phase will change to Investigation and Diagnosis
Complete the Incident Request Information
t Summary
2
t Notes (optional)
t Impact and Urgency
Classify the incident
t Select the Classification tab
t Select the Service Type
t Select the Reported Source
t Enter the Product name, this will populate the Product Categorization
(the categorization can be entered manually if required)
t Enter a model/version (if known)
t Enter the Operational Categorization
Investigation and
Recording
t If you cannot find a requester’s name, try typing the first
couple of letters
t If there are multiple customers with the same last name,
you are prompted to select the appropriate customer
t Check if a script is available
To open a blank incident form, select the Incident Management Console
and choose General Functions > New Incident from the Navigation Pane
1 t Enter the requester’s Last Name followed by ‘enter’. This will populate 4
Identification and
3
Check the Knowledgebase
t Click on the Knowledgebase tab to view all relevant knowledge items
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SIMULATION
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THE BIG PICTURE
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“Simulations Drive Engagement Understanding
and Commitment to Change”
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“In Simulations, Kolb’s
Experiential Learning Cycle
Drives High Impact
Learning, Generating
Ownership and Buy-In”
…Continual Service Improvement
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THE IT TRANSFORMATION JOURNEY
“Up To 5 Cycles of Simulation that
Show the IT Maturity Journey
From Chaos to Optimized... From
Loss to Profit.”
“The Process Provides an
Excellent Opportunity for Leaders
to Envision and Plan Their
Transformation Journey for Real,
Identifying Weaknesses and
Potential Road Blocks, as well as
Gaining Buy-in and Commitment
From Employees”
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ITS NOT JUST ABOUT A TOOL
Simulation Shows The Importance
Of An Holistic Approach To ITSM
Transformation That Includes A
Focus On People, Process &
Technology
TECHNOLOGY
ITSM
PEOPLE
ENGAGE. TRANSFORM. SUCCEED.
PROCESS
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SIMULATIONS CAN REFLECT:
‣
The Complete IT Enterprise
‣
Realistic Business Scenarios -Your Business
‣
Realistic Technology
‣
Realistic Product Look & Feel
‣
Your Challenges & Sell Your Transformation Story
...That resonate, gain buy-in to change and
remove the fear of failure
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GAMIFICATION
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WHAT IS GAMIFICATION?
THE PROCESS OF APPLYING GAMETHINKING AND GAME MECHANICS TO
ENGAGE AUDIENCES AND SOLVE PROBLEMS.
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HOW DOES GAMIFICATION WORK?
THE PROCESS OF APPLYING GAME-THINKING
AND GAME MECHANICS TO ENGAGE
AUDIENCES AND SOLVE PROBLEMS...
ENGAGE. TRANSFORM. SUCCEED
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EFFECTIVELY SPLICE GAME DNA
INTO NON-GAME ACTIVITIES IN ORDER
TO MAKE THOSE ACTIVITIES MORE ENGAGING
THE PROCESS OF GAME-THINKING AND GAME MECHANICS TO ENGAGE AUDIENCES AND SOLVE PROBLEMS
GAME DNA
GAME THINKING
GAME MECHANICS
REWARD
POINTS
STATUS
LEVELS
ACHIEVEMENT
CHALLENGES
SELF-EXPRESSION
VIRTUAL GOODS & SPACES
COMPETITION
LEADERBOARDS
ALTRUISM
GIFTS & CHARITY
GAMIFICATION INCREASES ENGAGEMENT...
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GAMIFICATION DRIVES BEHAVIOUR...
‣ COLLABORATION
‣ PROBLEM SOLVING AND INNOVATION
‣ SPEED OF ACTION
‣ BREAKDOWN OF SILOS
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GAMIFICATION IN ACTION...
‣ GENERATE IDEAS ACROSS 120,000
‣ COLLABORATION PLATFORM WITH
GAME MECHANICS,
LEADERBOARDS AND ‘BUZZ INDEX’
‣ EMPLOYEES WENT WILD FOR IT
‣ IN 18 MONTHS GENERATED 1,400
IDEAS, 63 WERE IMPLEMENTED,
AMASSING $30M IN BENEFITS
GAMIFICATION FOR INNOVATION - IDEA GENERATION
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GAMIFICATION IN ACTION...
‣ PROVIDING IT ASSISTANCE DRIVEN BY
GAMING DYNAMICS
‣ MOTIVATES USERS TO ANSWER
QUESTIONS
‣ LEADERBOARD TO SHOWCASE EXPERTS
‣ USES BADGES AND AVATARS TO
RECOGNIZE EXPERTISE
‣ ‘HALL OF FAME’
GAMIFICATION FOR IT SUPPORT - EXPERTS EXCHANGE
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GAMIFICATION IN ACTION...
GAMIFICATION FOR SOFTWARE DEVELOPMENT PROGRAMMERS WIKI
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GAMIFICATION IN ACTION...
CONFIGURATION ITEM COLLECTION CMDB ‘GATHER TO GIVE’ CHARITY GAME
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GAMIFICATION IN ACTION...
REAL-WORLD ENTERPRISE I/T
BUSINESS MISSIONS:
‣ ITIL
‣ INTEGRATED SERVICE
MANAGEMENT
‣ STORAGE
‣ CLOUD COMPUTING
GAMIFICATION FOR ITSM MASTERY IBM ACTIONABLE HEROES
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HOW DO WE MAKE TRANSFORMATION
SUCCESSFUL?
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YOU HAVE TO UNDERSTAND YOUR ORGANISATION
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ABLE
-
READINESS
IN G
DS
READINESS
W
IL L
ENGAGE. TRANSFORM. SUCCEED
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HE
A
DS
HAN
REA
DY
-
& PROCESSES
S
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&
DS
S
YOU HAVE TO UNDERSTAND WHAT
READINESS LOOKS LIKE...
- H E A R TS
I
&M
N
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THINK COMBAT READINESS...
‣ RIGHT SOPS
‣ RIGHT EQUIPMENT
‣ RIGHT TRAINING
‣ UNDERSTAND HIGHER LEVEL
SITUATION AND GROUND
‣ UNDERSTAND THE MISSION
‣ KNOW HOW TO EXECUTE
‣ RIGHT ATTITUDE TO SUCCEED
‣ TRUST & MUTUAL SUPPORT
DRIVEN BY THE RIGHT LEADERSHIP AND A
COMMON PURPOSE AND SHARED VALUES
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ility studies
Usab
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Proce
Assesments
Consulting
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YOU HAVE TO HAVE THE TOOLS FOR READINESS
E
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...APPLIED THE RIGHT WAY AT THE RIGHT TIME
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WITH A CLEAR PATHWAY FOR ENGAGEMENT
R
LET TE
NEWS
Cre
VIS U A LIZ E
ate
t
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S
e
n of Futur
E N GAG E
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Accele
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EDUCATE
C o n textu d u ca ti o n
al E
ENABLE
Pre & Post Go-Live
1 Program Branding
1 Contextual Simulations
1 Your Culture
1 Role-based job aides
2 Journey Visualization
2 Compelling stories - Why?
2 Your Roles &
2 Go-live support tools
3 Stakeholder
3 What’s in it for me?
communications
4 Impacted Users
communications
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4 Multi-channel comms: written,
video, audio, social media
Responsibilities
3 Your Processes
4 Your
Your SN
Tool
Usage
Tool
Usage
3 Post-learning reference
guides
4 On-boarding learning packs
G2G3.COM
...ALIGNED WITH THE VISION AND PLAN
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DELIVERED TO MULTI-LEVELS
Ne
w
The Who, What and How
M Tr
St ana aine
ats ge rs
Pr /Tra men
oc ns t
es fe
s R rs
ole
s
o
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t
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ct
Ma Tra
Pr nag iner
oc em s
es
s R ent
ole
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The Who and What
IT
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Th
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es ser
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t
Fo
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u
s
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A
The Why and When
ENGAGE. TRANSFORM. SUCCEED
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IN A MULTI-MODALITY
1
2
3
CONTENT
MODALITY
Face-To-Face Classroom
Role/Task Based Training
Recorded Delivery
Focus on People, Process & Tool
E-learning
Contextual
Live Meeting
Interactive Scenarios/Use Case
Train The Trainer
Hands-on
Desk Aids, Infographics & Posters
How-tos
1
2
3
MODALITY
Presentations
CONTENT
E-learning
Roles Awareness
Road Shows
Integration (End to end)
1
2
3
Simulation
Live Meeting
CONTENT
Processes
Tool
Roles
c
a
r
P
1
2
3
CONTENT
Role Awareness (overview)
Organizational Awareness
Training Model
Training Curriculum
IT U
se
rs
Th
MODALITY
er
n
o
titi
E-learning - Read & Understood
SOP & Wis
MODALITY
al
n
io
Articles/News/Emails
at
d
un
is W
ay
Videos
Live Meeting
Fo
Simulation
Integration
Posters
The ISM Vision
End-user Portal
(SRM & Incident Management)
s
es
n
re
a
Aw
Road Shows & Kiosks
Newsletters
The Why and When
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CONCLUSION
EVERYTHING COMES DOWN TO LEADERSHIP BUT
ENGAGEMENT OF YOUR PEOPLE IS CRUCIAL TO ENSURE THEY:
‣
ARE AWARE OF THE NEED FOR CHANGE
‣
POSSESS THE DESIRE TO CHANGE
‣
UNDERSTAND WHAT THEY MUST DO TO MAKE THE CHANGE
‣
POSSESS THE NECESSARY NEW SKILLS TO ENABLE THEM TO HANDLE
THE CHANGED WAY OF DOING THINGS
‣
REINFORCE THE CHANGE OVER TIME
...AND WITHOUT IT, HOW CAN YOU
POSSIBLY EXPECT TO TRANSFORM?
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FURTHER INFORMATION FROM:
Henry Strouts
The G2G3 Group
[email protected]
+44 7866 493255
ENGAGE. TRANSFORM. SUCCEED.
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