Talent & Organization Change Management Driving successful change and creating a more agile organization
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Organizations in both the private and public sectors face unprecedented challenges in today s uncertain and volatile marketplace fulfilling their strategic agendas while keeping costs under control. In a fast-moving marketplace, organizations need to manage change with precision and more predictable results, and at a pace that is faster and more effective than their peers. Two capabilities are equally important: managing specific change journeys with speed and agility, and building the ongoing ability across the organization to become continuously change capable. These capabilities require mastery of a broad set of management, leadership, culture and development components. However, enterprises struggle to be successful with change initiatives. According to a variety of studies, anywhere from 50 percent to 80 percent of change programs do not live up to expectations. Accenture delivers advanced and innovative change management services that help our clients prepare for and manage complex business, organizational and workforce change in a market that is evolving at an accelerating pace. We leverage our distinctive, data-driven assets to increase the pace and certainty of successful organizational change. Change Management services from Accenture: Managing transformational journeys and creating a continuous capacity for change To help companies and government agencies of all sizes manage change journeys while simultaneously creating a more change-capable organization, Accenture provides an integrated, holistic set of capabilities including: Change strategy and planning Leadership alignment and development Stakeholder engagement and communications Change measurement Organization readiness Cultural or behavioral change Our change management services can drive a variety of positive strategic outcomes, including improved adaptability and strategic agility, increased success rates for transformation initiatives, improved stakeholder buy-in and commitment, and faster speed of transition. The scope of our change management offerings covers the entire lifecycle of a change program, including: Journey Management, Change Enablement, and Organization Change Capability (see Figure 1). Ongoing capability to change Training and performance support 3
Figure 1. Accenture Change Management Offerings Strategic Planning & Visioning Journey Management Preparation, Mobilization, Deployment Change Enablement Managing organizational change Enabling system and process change Transitioning to new sourcing models Post-Deployment Organization Change Capability standard and comprehensive approaches, frameworks, methodologies and tools. Our services cover: Managing organizational change: We guide our clients through the management and execution of strategic organizational change programs such as mergers and acquisitions and globalization initiatives, as well as new operating models, alliances and outsourcing arrangements than can drive cost containment. Journey Management The discipline of journey management defines an organization s vision or future state; develops a roadmap to get from the current to the desired future state; establishes a plan to secure the business value desired from the change; and manages/measures progress along the way to achieve desired strategic outcomes with pace, certainty and agility. Journey management drives pace through the sequencing and prioritization of initiatives. It creates certainty through understanding the future state, measuring progress along the journey and aligning the organization around a common goal. And it fosters strategic agility by recognizing that in a multi-year journey, adjustments must be made to re-prioritize and refocus investments to meet new market opportunities and mitigate risks. The scope of Accenture s Journey Management offering includes defining, planning, mobilizing and delivering largescale business change by connecting all related components to the organization s strategic aspirations. We leverage a proven, structured and consistent approach that helps our clients speed their journey and realize more value from their business strategy. Change Enablement We help our clients to plan, manage, execute and sustain their organizational change efforts, including increasing understanding, adoption and commitment to change programs across all levels of the organization through the use of Enabling system and process change: We help our clients manage and execute medium- to large-scale change related to the implementation of new enterprise systems and/or process changes within organizations that span business units and geographies. Transitioning to new sourcing models: We help our clients smooth the transition of employees to a traditional outsourcing or shared services environment (both captive and multi-vendor) while minimizing disruptions to ongoing business performance. Accenture also works with organizations to focus on the retained workforce in an outsourcing environment so that their productivity and effectiveness remain high. As a business and technology innovator, Accenture also leverages new technologies such as social media tools and advanced analytics to help encourage understanding and adoption of change throughout the organization at all levels. 4
Using social media technologies to manage change Accenture works with leading-edge, innovative solutions and approaches to help organizations manage change effectively. For example, Accenture is helping clients leverage social media and collaboration technologies to help drive successful change by: Building a more collaborative culture. Establishing more effective two-way communications. Improving employee engagement and involvement in the change program. For example, we helped the United States Transportation Command, or USTRANSCOM, transform itself from a command-andcontrol culture to one that encouraged staff to interact directly with executives and supported the kinds of collaboration that can lead to innovation. Several social media initiatives were launched in support of those goals, including an executive blog and a question-and-answer blog hosted on the Command s intranet, as well as a public presence on Facebook and Twitter. The executive blog enables executives to hear from staff directly, without having messages filtered through intermediate management levels. These social media programs which quickly generated more than five million impressions have flattened the organizational hierarchy and driven positive culture shifts, as measured by an annual staff survey. The collaboration and networking platforms are empowering employees, customers and partners to be active participants in the global conversation of the Command. Organization Change Capability We help our clients to become more agile and change capable. This work involves putting in place the competencies, leadership, structures and metrics that enable our clients to create a strong, internal and ongoing change management capability. This capability is embedded in all aspects of how the organization functions, such that change management becomes part of the DNA of the organization. more effective at managing change. Methodologies, tools and technologies are also important because they help manage the portfolio of change programs and support more consistent delivery of results. The program is also supported by a network of experienced practitioners within the business and support functions to repeatedly deliver planned outcomes. One of the innovative assets developed by Accenture to help our clients develop an internal change management capability is the Accenture Change Academy a dedicated learning environment that brings together our deep change management expertise and broad client experience across all industries and geographies to help our clients develop the change management skills, tools and methods to become more change-receptive and change-adaptive organizations. With the Academy we deliver an engaging, competency-based curriculum targeted at the key roles necessary to drive a successful organizational change initiative: change sponsor, change manager, change practitioner and change agent. Creating this organization change capability starts at the top of the enterprise with leadership development programs aimed at making senior management 5
Cisco Systems: Developing more precision and predictability in managing change One company leading the way when it comes to creating a change-capable organization is Cisco Systems. To maintain its market leadership position, Cisco is in the midst of updating its global organizational structure. Cisco s senior management understands the challenge of getting its 72,000-plus employees across all major geographies to think and act in new ways as the organization restructures itself and is taking a scientific approach to helping people collaborate more effectively and adapt to new ways of working. To support the entire organization, Cisco is working with Accenture to build internal, enterprise-wide change management capabilities so that the ability to adapt as individuals, as teams and as a company becomes just a normal part of the operations of the business, embedded in all programs and projects. The work to establish this internal change capability involved coordinated and integrated efforts along several different routes. First, a Change Leadership Center of Excellence was launched to serve as a hub for the change programs. The center builds the organization s change agility along several dimensions. One involves educating employees at all levels from top executives down to the newest hires about how to operate in a world of continuous change and about the kinds of responses necessary to help everyone adapt their behaviors to support a changing environment. Cisco has also worked with Accenture to develop a comprehensive methodology for leading change, implemented consistently across the company. At the beginning of the effort to create an internal change capability, the team inventoried the company s existing methods around the world for managing change and discovered more than a dozen approaches being used. Today, informed and guided by academic research, external advisers and its own experience, Cisco has standardized its approach to business change, helping leadership and all employees operate with common assumptions and mindsets. To spread this consistent methodology across the company, Cisco supports a number of change management Centers of Expertise in different parts of the organization that provide a wide range of information and guidance covering communications programs, sponsorship initiatives, assessments and training. 6
Why Accenture Innovative, industry-leading services and solutions to drive strategic advantage from distinctive talent and organization capabilities Accenture collaborates with clients from every industry on integrated talent, HR and organizational change services that help them respond to urgent marketplace needs, improve workforce productivity, create a more agile enterprise and deliver measurable, predictable business outcomes. The Accenture Talent & Organization practice is a leader in helping clients achieve high performance through an integrated and market-tested suite of services covering: Human capital and organization effectiveness Human resources and talent management Learning and collaboration Change management We also offer industry-leading capabilities in HR and Learning Business Process Outsourcing (BPO) services, as well as in HR technology solutions. This holistic and integrated approach supported by research-based methods, scientific analyses and broad, cross-industry experience helps all levels of the enterprise work together to create an innovative, talent-powered organization focused on the achievement of business outcomes. Our work with clients is distinguished in the marketplace for several reasons: Relentless focus on outcomes We continue to demonstrate to our clients the game-changing results that can be delivered by demanding more and getting more from their business solutions and services. This involves moving beyond reductions in learning or HR budgets and workforce costs, to helping our clients produce measurable improvements in performance through improved sales, faster product introduction, higher customer retention rates, better workforce productivity, and other comparable outcomes. Capabilities to move from insight to action We can help clients innovate and identify new business opportunities, and then put in place the structures to help the workforce and organization implement those ideas. As a leader in the development and application of analytics-based solutions, Accenture s proprietary tools and approaches can help our clients make better fact-based decisions and respond briskly to opportunities. Deep industry expertise Our services and solutions are tailored to the unique environments of particular industries. We serve more than two dozen industry segments and our Talent & Organization professionals are aligned with specific industries so they have a deep understanding of a client s timely challenges and opportunities, as well as industry evolution, business issues and applicable technologies. Global scale and reach Accenture serves clients in more than 120 countries. We have extensive relationships with the world s leading companies and governments and work with organizations of all sizes including 92 of the Fortune Global 100 and more than three quarters of the Fortune Global 500. Our Global Delivery Network and our Global Talent and Innovation Network stretch around the world, offering thousands of professionals in locations across Asia, Europe, Africa and the Americas to offer competitively priced capabilities across both traditional and emerging solutions. At the same time, our balance of onshore, offshore and nearshore delivery helps organizations increase efficiency while maintaining a local relevance and presence. 7
Contact us For more information about how Accenture can help your organization manage complex change programs while also developing an ongoing and continuous change capability, please contact: talent.organization@accenture.com Or visit us on the web at: www.accenture.com/talent-organization About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 257,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$27.9 billion for the fiscal year ended August 31, 2012. Its home page is www.accenture.com. About Talent & Organization Accenture Talent & Organization helps clients drive enhanced organizational performance and more effective execution of business strategy by improving the performance, productivity and collaborative power of their workforce talent. This group of skilled professionals has extensive experience across a range of talent, organization effectiveness, human resources, talent management, change management, analytics, learning and collaboration capabilities, backed by a comprehensive research program, global resources with deep knowledge and insights and unparalleled tools and assets. Copyright 2012 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.