Tag Archive | strategy

Change management- questions, chipmunks, kick offs and major population

In my previous post I dealt with customer experience management and how CEOs and members of the board discussed about it in a seminar called Customer Oriented Strategies which was held on 16th of March 2017 at Aalto University School of Business. I thought that (at least) one of the seminar presentations deserved its own post.

Kenneth Strömsholm the CEO of Veho Oy, gave very interesting and inspiring presentation about customer experience and change management or how he put it in his title: “Managing Customer Experience and Unbearable Toughness of Change”. He highlighted that you can’t talk about these issues separately. They are bonded to each other. While listening to Mr. Strömsholm, I was thinking that we, service designers, are full of enthusiasm for carrying out our design process. We should also give time, thought and tools to support change in organization. Change resistance can make our efforts, to create amazing or just better customer experiences, worthless.

Kenneth Strömsholm have created four very catching and humorously description of the invisible obstacles of change.

Questions

First obstacle is human nature and how most of the people meet the new situation. He explained that the first three questions people are asking when they are confronting the change for the first time:

  • First question: What does this mean for me?
  • Second question: Still what does this mean for me ?
  • Third question: Could there still be some aspect to figure out what does this mean for me?

Mr. Strömsholm pointed out that as a leader, you can’t underestimate the importance of these questions. You need to accept that these are the questions how people are trying to found out their place in a new situation. You need to give them time and try to find answers to these questions together.

Chipmunk -effect

The second inMaaoravavisible obstacle Mr. Strömsholm has named as a Chipmunk –effect. Chipmunks are in their chips with their heads down and no matter how hard you try to yell your brand new message, the message goes over their heads. You need to repeat your message 11 times. Each time there is a chance that one or even few chipmunks have their heads up and they will actually get the message you are sending.

Kick off

The third obstacle Mr. Strömsholm has named Kick off. He explained this obstacle as follows. It takes seven months for board of directors to build a strategy and five minutes for personnel to understand it wrong. He pointed out that as a director, you can’t expect the personnel to walk away from Kick off –meeting, immediately take their saws and go to work according to your new strategy. After Kick off, the work for getting your strategy alive, starts.

Major population

The fourth obstacle Mr. Strömsholm has named Major population. For people, employers, it’s always easy to agree with the major population. Most of the people are skeptical and thinking: “We should not do anything, eventually these directors will calm down and whole thing about change will be forgotten”. As a director you should just carry on and step by step get the major population behind the change. Then there is only minority left against the change, and nobody wants to be part of minority.

Three phases of change and the feeling

Mr. Kuva1Strömsholm summarized three phases of change. First you need to get information, then you can understand and after that you start to believe. Feelings in the organization are effecting the length and strength of each phase.

Very catchy speech, next time when designing services, I will indeed bond customer experience and change more deeply together…and think about chipmunks.

Book Review: Fast Strategy by Yves Doz & Mikko Kosonen

1        Fostering Strategic Agility

Sharpening strategic sensitivity, building collective commitment and enabling resource fluidity are major guides to strategic agility.  They give insight on all that need to be done to ensure that strategies are implemented to yield positive results.  Sensitivity of organizations to changes around them is not enough to make them have a competitive advantage of their product/services over others. Other factors of consideration are as well required in order to make their strategies agile and these are listed below.

Continue reading

Brand together – Book review

“Brand Together – How co-creation generates innovation and re-energizes brands”
Nicholas Ind, Charles Trevail and Clare Fuller
Have you ever listened to two women talking about brands? Sounds too trivial? Well, this conversation is different…
Such important first impression,  and we are not judging the book by its cover
Tatjana: For me, brand is a ‘loud’ name that represents quality and value. Products and services with solid brand names will win over despite the price margin that I would be paying just for having that label on a product. The reputation that brand has, often comes with a history of quality level. When seeing book title “Brand together” among other very interesting books for the assignment, I immediately knew that this is something I can relate to naturally. The anticipation of something stylish, bright, lightweight and attractive, packaged into one nice word, was on in an instant. The book turned out to be a ‘heavy-reading’, but with interesting insights to compensate for the writing style.

Revolutionary Coffee Cup

Coffee Cup

Photo by Eva

By Tero, Eva, Pingshan, Outi and Mari

This is going to be an unusual day for you! Because you don’t start checking your emails or Facebook, or logging into your Skype, MSN or whatever instant communication system you use at work. But look over the edge of your coffee cup and dare to discover the possibilities in your daily routines.

You Are More Than Just You

Sometimes even the smallest matter can make a difference in your work or in your organization. Take the distance to see what your habits are, and then unlearn the bad habits. Easier said than done, but try to identify what you could do differently. This way you have more space to learn new things and new point of views. You are probably reachable online all your work day. But what if you change all that and take a small piece of the day and be offline. Take the time and fine tune the mindset. Think why you are working as you are? Why weren’t you part of the meeting, handling tasks which produce the upcoming tasks for you? Surely there could’ve been some input to be said. Maybe you have some new thoughts about the existing service offering? Be brave and act with courage. Who other than you and specifically why not you should stand out? Continue reading

The nature of “innovation” is changing

by Jane Vita, Sofia Nyyssönen, Tinja Lindförs and Tiia-Marina Silva

The world is always changing and everything goes around adapting. Some companies that have more vision are already looking for the new market – we call them forerunners. These companies have a new vision and concepts in their minds such as design thinking, agile methods, service design, social design, among others. They are not thinking only about their consumers but how to make their employees do better products and services.

Consumers are also more concerned about their needs, they are more demanding, Products and services are created with their proposals, so why not put them in the center of the whole process of design and make them part of the creation? We went through 5 books where the main topic discussed was co-creation and we’ll share in this post what we find in common in all them. Continue reading

Co-create your future

In today’s world the competition amongst companies within the same industry or sometimes even across industry boundaries is rough. New businesses are constantly born and they want to get their share of the wallet. There are many books and articles that will provide guidelines, how to improve your business concept and gain advantage from the competitors. Being innovative is a common factor in all of the books and it is the basis of any development process. However, there are also other similarities and certain concepts seem to appear whenever the change strategies are concerned. Are the following paths keys to your company’s success?

Change is constant, create your own future! Continue reading

Fishing for a circus strategy

“The show must go on”, is a very common phrase in a show or performance. It means that the audience has to be kept entertained at all times. But, it doesn’t say what happens when the show gets old? How does a show performance keep selling tickets after repetitive shows and apply this phrase? But most importantly, how does the same performance creates new value for the same audience? In other words, no one wants to go to the circus twice to see the same show.

A circus for instance, would quickly run out of business if it the shows were constantly changing to keep spectators coming back. Renovation, show quality and improvisation could very well be a good description the main elements of circuses strategy. Their main objective it’s to give the audience value. Generate a positive emotional experience that is never to be forgotten, make them come back again and again. This is why the circuses still survive nowadays. Continue reading