The Technology is the Easy Part How to help your people embrace change and make technology work

Keith Sheardown

APTA 2010 Annual Meeting 2010

San Antonio, TX

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Innovating Since 1942

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Bombardier Today

* As at January 31, 2010

Transportation

F10 revenues: $10 billion52% of total revenuesBacklog: $27.1 billionEmployees: 33,800

Aerospace

F10 revenues: $9.4 billion48% of total revenuesBacklog: $16.7 billionEmployees: 28,900

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The Results are in – we suck at implementing technology!

Highlights from CHAOS Summary 2009 report, published by The Standish Group:

32% of all projects succeeded - delivered on time, on budget, with required features and functions

44% were challenged - late, over budget, and/or with less than the required features and functions

24% failed entirely – they were cancelled prior to completion or delivered and never used

“This year’s results represent the highest failure rate in over a decade.”

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“24% failed entirely – they were cancelled prior to completion or delivered and never used”

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And The Biggest Loser Is…..

Source: “SmartRailroad” LinkedIn Group Survey – August 2010

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Seven Ideas to Manage Change Better

1.Create a guiding coalition

2.Establish a sense of urgency

3.“Sketch” early and sketch often

4.“What’s in it for me?”

5.Know what you are trying to accomplish

6.Your new technology will not fix all that ails you !

7.Throw away your rear view mirror

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Creating the Guiding Coalition

1. Find the right people

– The price of admission – a Champion / Catalyst / Change Agent!

– Well regarded influencers from the lunch room to the Boardroom

– Get the talent that you need

– Build a diverse team – Technology is not owned by I.T.

2. Create trust

– Empathy and understanding are a must

– Attack misconceptions, rumors and barriers to trust

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Creating the Guiding Coalition

3. Develop a common goalA goal that has a strong positive desire attached to it – one that inspires people to do great things

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Are you inspired?

A.Our goal is to replace our legacy computer system with new technology to enhance business processes and reduce our staff size by 15%

B.Our Mission: To deploy technologies that will allow our people to do quality work with less effort

C.Our goal is simple – to improve On Time Performance through improved reliability management

D.We plan to save the earth - Our goal is to increase market share of transit in our community

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“True urgency focuses on critical issues. It is driven by the deep determination to win, not anxiety about losing.”

John P. Kotter

Harvard Business School

Establishing a Sense of Urgency

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Urgency is not about people working late or

having lots of meetings.

They are simply doing stuff!

“But We Have a Sense of Urgency – Everyone is Working So Hard”

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Sketching the User Experience

Two very common myths about designing solutions

1: That we know what we want at the start of a project

2: That we know enough to start building it

Bill Buxton

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Sketching User Experiences: Getting the Design Right and the Right Design

Bill Buxton

Sketching is about asking questions

Prototyping is about offering suggestions

Sketching? But I’m Not an Artist!

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Ask More Questions – Offer Less Suggestions

What is the purpose of the technology investment? What is the goal?

Continuously ask questions – focus on the people that you are trying to help

Sketch early and sketch often – rapid, cheap and disposable

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Ask More Questions – Offer Less Suggestions

DO NOT DEFEND your opinion, ideas, or your solution!

It is all about creating an environment where they can share their experiences and their suggestions

Time and effort on the front end will prevent disasters on the back end

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Watch them in their “Current State”

“People lie – their actions

don’t”Richard Hilleman Chief Creative Director - Electronic Arts (EA Sports)ASTD TekExpo – January 2010

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“Fail faster – succeed sooner”

David Kelley

IDEO

You Failed? “You’re Fired!”

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“What’s In It For Me?”

ENGAGE YOUR PEOPLE!

Look for “pain points” - walk around, ask tons of questions, use video, props and simple simulations

Answer the question “what’s in it for me?” – the price of admission to creating a sense of urgency

Define the problems with the “current state” – show them the opportunities with the “future state”

Communicate as if your life depends on it - your job will!

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Clearly define your objectives – and make them SMART

Based on the goal and the stakeholder feedback, establish SMART objectives

Create actions for each objective

Hold people accountable

“Tell your story”

Retain strong Project Management capabilities – give them the ability to do their job

Keep score – in a very public way

Celebrate Success….often

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Your new technology does not have Super Powers!

“But that will be taken care of when the new software gets

installed”

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Your new technology does not have Super Powers!

"The first rule of any technology used in business is that automation applied to an efficient operation will magnify the efficiency.”

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Your new technology does not have Super Powers!

“The second rule is that automation applied to an inefficient operation will magnify the inefficiency."

Bill Gates

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Throw Away Your Rear View Mirror

Stay focused on your goals and not how you have done things for the past “X” years

Expand your network – attend a User Group, sign up for webinars, do your research

Hit the road - do site visits to see Best Practices in action

DO NOT USE 30 YEAR OLD IDEAS AND PROCESSES WITH YOUR 26 YEAR OLD STAFF

AND YOUR BRAND NEW TECHNOLOGY

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Top 5 Takeaways

1: Have a clear goal that is well understood – Communicate!

2: Create a true coalition and assemble a talented team

3: Create a sense of urgency by inspiring people to do great things

4: Technology is ALL about the User Experience - “Sketch” early and sketch often

5: Be able to articulate clearly when they ask “What’s in it for me?”

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Additional Resources

Leading Change – John P. Kotter

The Goal – Eli Goldratt Sketching User Experiences:

Getting the Design Right and the Right Design – Bill Buxton

My Iceberg is Melting – John P. Kotter

The Ten Faces of Innovation – Tom Kelley

www.smartrailroad.com

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Thank You

Keith SheardownGeneral Manager – Technology Solutions

Bombardier Transportation

647.284.9300