Applying Change Management Tactics to Drive Strategy Implementation

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Applying Change Management Tactics to Drive Strategy Implementation

A three-page excerpt from our 18-page Best Practice Guidebook:


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Applying Change Management Tactics to Drive Strategy Implementation

Best Practice Guidebook

Note: Change Management refers to the application of processes, tools, and techniques for managing the people-side of initiatives to generate organizational buy-in and attain the initiative’s objectives.

• Prioritize actions based on what the organization needs to deliver.

•Overestimate the time and communications requirements at the outset.

Walgreens is faced with increasing competition in a commoditized market and seeks to differentiate itself through a revamped value proposition. However, it lacks the capabilities and organization structure to support its new differentiator.

Walgreens

INDUSTRYRetail Healthcare

REVENUE (2013)$72.22 billion USD

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Walgreens engages in key change management activities that ensure the organization is aware of, and prepared to support and execute, its front-line transformation.

Walgreens Key Lessons Learned

SolutionChallenge

CorporateStrategy

Corporate Development

Marketing

CompetitiveIntelligence

MarketResearch

SalesLeadership

R&D/Innovation

Investors/Finance

CEO

CorporateStrategy

Applicability to Executive Functions

Engage Stakeholders »

Solution Components

Nominate Change Champions »

Prepare Management for Change »

Communicate the Change »

Identify and Overcome

Roadblocks »

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Source: Walgreens; Growth Team Membership™ research.

Overview Page . . . . . . . . 3

Walgreens New Strategic Direction . . . . . . . . . . . 4

Engage Stakeholders . . . . . 5

Nominate Change Champions . . . . . . . . . . 6

Prepare Management for Change . . . . . . . . . . 8

Communicate the Change . . . . . . . . . . . 10

Identify and Overcome Roadblocks . . . . . . . . . 11

Business Results . . . . . . 13

Key Lessons Learned . . . . 14

Supporting Tools & Resources . . . . . . . . 15

Five Key Objectives Outlined 15

Key Behaviors Defined 16

Store Walk Report—Illustrative Example 17

Target Behaviors by Adoption Stage 18

Contents

•Dedicated team: senior-level, cross-functional committee to manage the implementation

• Training: change management practices and tools for management staff

•Monitoring tool: customized tool to assess and track completion of key implementation activities by individual, role, or region

• Six-fold improvement in low-performer turnover

• 7 percent increase in customer satisfaction

• 20 percent increase in employee engagement

Business Results Resources Required

HEADQUARTERS Deerfield,Illinois,UnitedStatesGEOGRAPHIC FOOTPRINT United States, District of Columbia, and Puerto Rico

OWNERSHIP PublicEMPLOYEES (2012) 240,000

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Source: Walgreens; Growth Team Membership™ research.

Walgreens builds several change management practices into its strategy implementation and monitoring processesApplying Change Management to Strategy Implementation

Nominate Change ChampionsEngage Stakeholders Prepare Management

for ChangeCommunicate the

ChangeIdentify and Overcome

Roadblocks

ObjectiveBuild the capability to quickly identify and overcome roadblocks to strategy adoption

ObjectiveSpeed up the adoption of new practices throughout company

ObjectiveProvide managers the knowledge and tools to support employees throughout the implementation

ObjectiveIdentify individuals who can promote and champion the new strategy among peers

ObjectiveGenerate buy-in and encourage collaboration throughout the company

Activities•Create a Behavior

Assessment Map (BAM) to monitor the adoption of new behaviors and norms

•Use BAM Dashboards to identify patterns in adoption

•Create action plans to overcome region‑specificroadblocks to adoption

•Adjust the implementation plan for large-scale adoption roadblocks

Activities•Train management

on techniques for conductingdifficultconversations

•Communicate realistic expectations of the new strategy’s effects on each employee

Activities•Train management on

the change journey

•Provide management with tools and techniques to overcome resistant behaviors

Activities•Embed the strategy

using a cross-functional implementation team

•Nominate change champions to drive implementation

Activities•Engage senior

management through regular meetings

•Employ surveys to capture baseline information on processes and roles

•Conduct focus groups and workshops to co-develop new practices and processes

Implementation MonitoringStrategy Implementation

Final Two Stages in the Strategic Planning Cycle

Change Management Practices


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