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Managing Change at a Global Business Solutions Organization

The Need

Following a restructure of their global business, the Business Solutions Group wanted to realign the service delivery business across Europe, moving it to an integrated end-to-end delivery model. This required the service delivery function to operate across boundaries, use common tools and processes, and support profitable revenue growth.

The Piñon Group Approach

Working as a partner with the vice president of technology and customer support, we created two change teams. The first team, an Alignment and Steering Team, was comprised of senior managers across the business. Their role was to run interference for the change agent team. The second team was a group of motivated and influential individuals from across the business, identified as the Change Team. Their role was to collect data about the current issues, solicit input from people tasked with aligning processes and tools, and identify potential barriers to the change process. Initially, we used a System Mapping® process to map out the key issues and identify potential barriers. The process allowed the Change Team to identify the actions required – and the best person to bring about the changes. This visual process focused the team upon perceptions and facts, while avoiding polarizing positions. After investing a few hours in data collection and attending a mapping session, the Change Team was able to integrate information rapidly, identify the key issues, and address them effectively.

What the Client Said . . .

“We were faced with many challenges about the way Service Delivery worked, the tools we used and process we had in place. This created quite a challenge and had major impacts upon the level of customer satisfaction. The Pinon Group challenged my thought process about the best way to mobilize my people across different cultures, how to get their buy-in to the change process and accelerate the process. I would have tried to roll it down the structural hierarchy. But the Pinon Group showed us a more effective way to get results faster. The initial data collection and mapping activity was incredibly illuminating.”

Vice President, Technology & Customer Support
Business Services EMEA