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Transcript of The Human Side of Strategy Presented by: Sally Gonzalez Tom Baldwin DirectorChief Knowledge Officer...
The Human Side of Strategy
Presented by:
Sally Gonzalez Tom BaldwinDirector Chief Knowledge Officer
Navigant Consulting, Inc. Sheppard Mullin Richter & Hampton
Felicity BadcockOnline Services Manager
Mallesons Stephen Jaques
The Challenge
You have a great idea…
You have the perfect technology…
Now how do you get the lawyers to use it?
Barriers to change in a law firm
Lawyer personalityCompetition for attention / lawyer mindshareBillable hourResistance to trainingResistance to change
Roadmap for leading change
1. Create urgency
8. Anchor new approaches in culture
7. Consolidate gains; produce more change
6. Generate short term wins
5. Empower broad based action
3. Form vision and strategy
4. Communicate the vision
2. Broad-based coalition
Low
Number of
Leaders
Needed
Organizational
Reach
High
Low
High
Source: Leading Change; John Kotter
Tips for success
Understanding what motivates professionalsPulling rather than pushingPlaying to generational differencesStructuring a communication campaignLawyers training lawyers
Case Study – Extranets at Sheppard Mullins
Sheppard Mullin’s extranetWent live in 2005586 matters, 233 clients, 3,105 usersUsed by almost every PG and all offices
ChallengesInitially NO buy-in from managementChanging work habitsMindshare
Case Study – Extranets at Sheppard Mullins
Methods for SuccessFind your Al GoreBecome good at ghost writingPromote anytime, anywhere
Firm retreats, PG retreats, monthly office meetings, road shows
NewslettersMake your users the star
Present a business case
Case Study - Decisiv Email at MallesonsAbout Mallesons
Background - Mallesonsfull service law firmfocus on Australia and Asia> 2,100 people9 offices across Australia, Asia and the UK
Case Study - Decisiv Email at Mallesons The project
Aimimprove client service through behavioral changedeliver productivity improvements
New email filing solution / shared electronic fileDecisiv Email
New policiesNew work practices
Case Study - Decisiv Email at Mallesons The project
Roll outOct 04 pilot of 20 usersApr 05 expanded pilot of 200 users – FS and M&A teamsNov 05 “went live” with gradual roll out – initially 40 users a weekMar 06 700+ usersMar 06 pilots in DR, Property and Tax teams and London officeAug 07 1,500+ users
Now22,200 projects/matters271,600 folders8.5 million unique items (emails, documents etc) 5 million unique emails293,000 email addresses27,600 domains
Case Study - Decisiv Email at Mallesons Challenges
Not a technology projectpolicy change
the electronic file = the official record for electronically generated items
work practice changefrom paper files to electronic files – mandatory electronic filing of emails
cultural shiftsharing emails and documents with colleagues
Usage and compliance not optionalHigh user impact – every user, every day
risk of a backlash if implementation not well managed
Case Study - Decisiv Email at Mallesons What worked for us?
What we didform an implementation team of experts from all areasexpress a vision and need for change use the influence of leaderssolve a problemcommunicatetrain and support
What we didn’t doburden the user with extra work and effortstick to the plan no matter what
Case Study - Decisiv Email at Mallesons Vision
Articulate a clear visionenabler for service delivery (not a “technology” project)
exceptional client service
clear marketleadership
new tools andprocesses to enable behavioural change
What? Why? How?
What if we do nothing?lose leadership position in the market create a sense of urgency
Case Study - Decisiv Email at Mallesons Leadership – getting buy-in
Leadership key to overcoming resistance to changeLeadership at all levelsLeadership at all stages of the project
analysis
business case
Before implementation
test technologytest new work practices
pilotpractice group champions
During
engage, guideand support teams
partners, attorneys, secretaries influenced decisions performed leadership roles throughoutproject sponsor (CEP) active and public support throughout Board approval at each stage of the project
what’s not workingand why?
ongoing training
user group
After implementation
monitor uptake and change issuesresolve issuessupport users
Case Study - Decisiv Email at Mallesons Solve a problem – what’s in it for me?
email management a burden200,000 emails sent and received dailyAttorneys
compliance with filing policies near impossiblewhere’s that email?
Secretaries15% of time spent filinglow value, low return activityeach email filed on average 12 times on hard copy filemostly filed in the wrong place
Case Study - Decisiv Email at Mallesons Make life easier not harder – the time-poor attorney
New tools must work and be easy to usetest the acceptance threshold – higher for attorneys take the time to get it rightstaged development and deployment
New processes must be straight forward to put in placemanage and support
do not burden attorneys with additional work
Case Study - Decisiv Email at Mallesons Be flexible and honest
Only 16% of software projects finish on time and on budgetChange projects are unpredictableBe prepared to make adjustmentsManage expectationsA compromised timetable is better than a failed project
Case Study - Decisiv Email at Mallesons Communication
Have a planDifferent messages for different audiencesDifferent communication tools
road show (office by office), email, print, video, information sessions, 1:1 discussions
Keep communications short and simpleCommunicate early successesUse champions and pilot groups to communicate key messages
testimonials video
Case Study - Decisiv Email at Mallesons Training
New policies and work practicesemail communications video as part of compulsory trainingpractice team meetings – hand holding
New technology“how to” training courses < 1 hrtip sheets – take awayintranet FAQsquick guides (1 page topic based guides)
Case Study - Decisiv Email at Mallesons Ongoing support
Small project team maintainedOngoing training sessions
short topic-based half hour sessions - optional
Feedbacksurveys - incentive to participate (iPod give away)monitor user acceptance
User grouprepresentatives from all practice groups and officespartners, attorneys and secretariesfeedback on work practices and technology enhancements
continuous improvement
Case Study - Decisiv Email at Mallesons How did we fare?
User uptake and acceptanceclose to 100% uptake – as good as email and BlackBerrypartners the most active filers (7 of top 10 filers are partners)over 90% of users agree that Decisiv is easy to use and helps them to do their job
Productivity improvementssecretarial workload reduced by 14%improved organization and retrieval of emailsimproved communication and information sharing amongst teams
Client service improvements - faster client response timesPolicy compliance - improved compliance with filing policy
higher email capture rate
Training program96% of users came away from the course with a clear understanding of the technology and work practices96% of users rated the course as meeting expectations or better> 10% rated the course as exceptional
Reading List
Leading Change; John P. Kotter; 1996The Heart of Change: Real-Life Stories of How People Change Their Organizations; John P. Kotter and Dan S. Cohen; Harvard Business School Publishing; 2002 The Tipping Point: How Little Things Can Make a Big Difference; Malcolm Gladwell; Little, Brown & Company; March 2006