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The Ford Files – May 2024 Edition 2024 “Change Management”

The Ford Files – May 2024
“Change Management”

Dear Readers, a common theme in all of my training and consulting services is change management. Changed behavior is the ultimate measure of the success of any improvement program. Henry Ford is quoted as saying “if you always do what you’ve always done, you’ll always get what you’ve always got.” Which ties into my pet peeve with employees who do things because “that’s how it’s done here.” There’s no poorer reason to do something than it’s the way we did it yesterday.

While I may boldly claim to be a “champion of change” I’ve recognized times in my life when I stubbornly refused to adopt a new process. This was often a result of change being forced on me, rather than someone preparing me and getting my buy-in. Some notable examples:

·         About twenty years ago a local K-Mart eliminated the cashier checkouts and switched to all self-checkouts. There was no choice, no gradual introduction. Note there was a K-Mart employee staffed at EVERY self-checkout to help. I left and never shopped there again (how’s Kmart doing?). Today, I absolutely prefer self-checkout, including overseas trips where they may be using a foreign language. But I usually figure them out from the graphics display.

·         A credit union once tried to encourage customers to switch to e-banking by adding a $1 charge for every mailed statement. I contacted them and humbly advised that rather than punitive actions to discourage paper statements they should offer perhaps a $5 credit for anyone who switched to e-banking. They used the heavy-handed approach with many other services and this credit union is now out of business.

·         I resisted both Uber and Airbnb for many years. The idea of riding in someone’s personal car or staying in someone’s home didn’t sit well in my mind. After hearing of so many positive experiences I tried both, and fell in love! I often use Uber and Airbnb as classic examples of technology firms that serve to connect supply and demand.

A key lesson is the change cycle, which consists of four distinct stages: (1) deny; (2) resist; (3) accept; (4) embrace. Recognize that people may start at any of these stages depending on their willingness to change. Regardless of where we start, we must progress through the sequence: it is very difficult to skip any stages. I like to think I’m usually at accept or embrace, but sometimes find myself at deny or resist (see above examples).

I’ve developed some change techniques designed to produce a flexible mindset. These have worked for me and I strongly encourage you to try them… please let me know how they work.

- I will eat a meal holding a fork/spoon in my non-dominant hand.

- I will take a different route to work, carpool or use public transportation.

- I will buy my morning coffee, paper, etc. at a different store.

- I will sample a new style of food, such as Thai, Indian, Turkish, etc.

- I will learn to communicate in a different language, e.g. sign language.

- I will read the book of a different religion, for example, the Koran.

- I will adjust my daily schedule, getting to sleep and rising ½ hour earlier.

- I will try a different style of clothing or a new hairstyle or color.

-  I will listen to a different type of music, such as rap, Christian Rock or classical.

-  I will try a different hobby, such as playing a musical instrument, or other type of art or craft.

-  I will get a new tattoo or body piercing.

In my early days of consulting I was fond of commenting that society had moved from “the fight goes to the strong” to “the race goes to the swift.” I’d like to update that to “victory goes to the agile.” Be flexible, adapt to changing conditions, respond to the market. Blessings my friends… 😊

Yours in ASCM,

Ford

Ford is here to help. If you have any follow up questions or comments, or if you or your company are facing any unresolved challenges, feel free to drop me a note at [email protected]