...to Lead Change in the Public & Private Sectors (ACMP 2015)

1. Navigating through
the Culture Conundrum
to Lead Change in the
Public & Private Sectors
ARLYNE ARANDA CLARK & JESSIE BELL
North Highland Worldwide Consulting

2. In This Session
Introductions
Let’s Get on the Same Page
Check Point
Leading the Leader: Advising through the 3C’s
Tips & Tricks to Consider
Key Takeaways
#ACMP2015 2015 © ACMP All Rights Reserved 2

3. Introductions
Raise your hand if you…
 Are accountable for leading or sponsoring a change initiative
 Are responsible for supporting a leader or sponsor of a
change initiative (internal or external)
 Work in the Public Sector
 Work in the Private Sector
Share a word or phrase that best describes the organizational
culture of the environment you’re currently working in
….
Getting to know you
#ACMP2015 2015 © ACMP All Rights Reserved 3

4. Let’s Get on the Same Page
#ACMP2015 2015 © ACMP All Rights Reserved 4

5. Let’s Get on the Same Page
#ACMP2015 2015 © ACMP All Rights Reserved 5
What Do We Mean by
Organizational Culture?
Values
Norms
Practices
Attitudes
Behaviors

6. #ACMP2015 2015 © ACMP All Rights Reserved 6
Let’s Get on the Same Page
Why Does Culture Matter
in Change Initiatives?
A healthy organizational culture:
• Helps enable an organization align to its mission and strategic
objectives
• Assists with eliminating employee confusion about the values,
mission, behaviors, etc.
• Supports appropriate alignment between leadership,
managers, teams, and individuals
 Based on your experience, what are some other reasons?

7. #ACMP2015 2015 © ACMP All Rights Reserved 7
Let’s Get on the Same Page
What Do Leaders Say About Culture?
“Everything I do is a
reinforcement or not of
what we want to have
happen culturally.”
-- Steve Ballmer,
Former Microsoft CEO
“…so much of what Starbucks achieved
was because of [its employees] and the
culture they fostered...workplace culture
is not the result of any one thing. It’s a
combination of intent, process, and
heart, a trio that must constantly be
fine-tuned.”
-- Howard Schultz, Starbucks CEO
“Culture is your company’s number one asset.” -- Ginni Rometty, IBM CEO
“Our whole belief is if you get the
culture right, then most of the
other stuff, like delivering great
customer service or building a
long-term brand or business will
just be a natural byproduct.”
-- Tony Hsieh, Zappos CEO
“No company, small or large, can win over
the long run without energized employees
who believe in the mission and understand
how to achieve it.”
-- Jack Welch, Former CEO GE

8. #ACMP2015 2015 © ACMP All Rights Reserved 8
Let’s Get on the Same Page
Change Leaders
• Act on strategic vision
• Focus on large-scale
transformation; considers the
entire system and change
environment
• Seek innovation and efficiency;
take more risks
Change Managers
• Act on directives
• Focus on tactical planning
and execution for small or
specific changes; project-by-
project
• Leverage tools and
processes to control and
monitor change; risk averse
How Does Change Leadership
Differ from Change Management?

9. #ACMP2015 2015 © ACMP All Rights Reserved 9
Let’s Get on the Same Page
What Influences the
Leadership Conundrum?
Public Sector
• Salaries funded by taxpayer
dollars; public servants -- many
are politically appointed
• Often influenced by existing
political administration and
agendas
• Workforce can have decades-
long tenure
Private Sector
• Compensation considers
variables such as innovation,
growth targets, shareholder
satisfaction, production, etc.
• Generally influenced by market /
consumer demands and trends
• Workforce constantly
transitioning
Others?

10. Let’s Get on the Same Page
#ACMP2015 2015 © ACMP All Rights Reserved
10
What are Common Culture
Conundrums in the Sectors?
Conservative
People-Centric
Innovation-DrivenReactionary
“Mom & Pop Shop”Risk-Averse
Command & Control Execution-Focused /
Process Driven
Political
Regulated
Results-Oriented

11. What are some examples of the
organizational culture challenges
that you have experienced while working
with leaders on change initiatives?
….
What’s Your Experience?
#ACMP2015 2015 © ACMP All Rights Reserved 11
Check Point

12. Leading The Leader
#ACMP2015 2015 © ACMP All Rights Reserved 12

13. #ACMP2015 2015 © ACMP All Rights Reserved 13
Leading the Leader
What’s Your Role in Navigating
through the Culture Conundrum?
You are in this session because you consider yourself to be:
A. a Consultant
B. a Collaborator
C. a Coach
D. a Combination of Two of the “C’s”
E. All of the Above!

14. #ACMP2015 2015 © ACMP All Rights Reserved 14
Leading the Leader
As A Consultant
Your Role is to:
• Provide expertise in specific industries,
disciplines, and/or focus areas
• Provide guidance and direction in specific
business situations, objectives, and/or
initiatives

15. Leading the Leader
As A Collaborator
Your Role is to:
• Partner to assist with problem-solving
• Act as a “sounding board” in the
brainstorming process
• Share applicable experiences, lessons
learned, and leading practices

16. #ACMP2015 2015 © ACMP All Rights Reserved 16
Leading the Leader
As A Coach
Your Role is to:
• Help a leader understand one’s function,
capacity, and responsibilities within the context
of any given environment
• Provide support, encouragement, and
motivation to enable and empower one to
achieve set goals and objectives
• Provide constructive feedback for continual
growth

17. Leading the Leader
#ACMP2015 2015 © ACMP All Rights Reserved 17
So Now What?
Let’s look at a few ways
that we, as the “3C’s”, can
help leaders navigate
through some of the sector
culture conundrums

18. Tips & Tricks to Consider
#ACMP2015 2015 © ACMP All Rights Reserved 18

19.  Leverage tenured employees as SMEs
 Understand impacts of changes on employees
 Encourage leader network with peers across the country
#ACMP2015 © 2015 ACMP. All Rights Reserved. 19
Tips & Tricks
 Leverage tenured employees as SMEs and project advisors
 Identify resistance challenges and impacts of changes on employees
 Encourage leader to network with similar-level peers across industry
Culture Conundrum:
Conservative

20. #ACMP2015 © 2015 ACMP. All Rights Reserved. 20
Tips & Tricks
 Familiarize yourself with the regulatory impacts related to the initiative
 Understand roles and impacts to both individuals and internal / external
stakeholder groups
 Socialize the repercussions of missing a regulatory deadline
Culture Conundrum:
Regulated

21. #ACMP2015 © 2015 ACMP. All Rights Reserved. 21
Tips & Tricks
 Bring the right people to the table to solve the problem
 Brainstorm desired decision outcomes prior to meeting
 Utilize a message map to gain organizational alignment
Culture Conundrum:
Political

22. Tips & Tricks
#ACMP2015 © 2015 ACMP. All Rights Reserved. 22
 Recognize the importance of quantification
 Support leader in developing a business case and justifications
 Encourage leader to document past failed projects and lessons
Culture Conundrum:
Results-Oriented

23. #ACMP2015 © 2015 ACMP. All Rights Reserved. 23
Key Takeaways
Leadership and culture matter.
Together, they matter to successful change.
One size does not fit all.
Wear the right hat.

24. #ACMP2015 2015 © ACMP All Rights Reserved 24
….
Questions?

25. About Arlyne & Jessie
#ACMP2015 2015 © ACMP All Rights Reserved 25
Arlyne is an Organizational Strategist and Change Leadership Consultant
with 18 years of experience leading business transformation initiatives in
the public, private, and non-profit sectors. She specializes in helping
complex organizations transition from legacy processes and technology
toward more optimal, strategy-aligned operational environments. Arlyne is
a Senior Manager and the Global Service Offering Lead for Culture at
North Highland. Her client partners have included: US Army, US Navy,
VDOT, MI DOT, SunTrust, CapitalOne, HP, Monster.
Jessie Bell is a management consultant with over six years of experience
in supporting and leading business transformation initiatives in the public,
private, and non-profit sectors. She is a Manager with North Highland and
her customer partners have included: SunTrust, Pennsylvania Department
of Public Welfare, Virginia Department of Social Services, and ChildFund
International. Most recently, Jessie has been serving as the change
advisor for a transformative enterprise initiative at the Virginia Department
of Transportation.

26. Who is North Highland?
#ACMP2015 2015 © ACMP All Rights Reserved 26
We are a global consulting firm that has changed the model of how a consultancy
serves its clients. We guarantee our work, hire top notch talent and work with some of
the largest organizations in the world – to achieve exceptional results.
50 offices in the U.S., Europe, and Asia-Pacific
Headquarters
Atlanta, GA
Professionals
• 2,500 worldwide
• Average 15+ years
consulting experience
Private company
100% employee owned
Best Firm to Work For
Named as a “Best Firm to Work
For” every year since 2007 by
Consulting Magazine

27. North Highland’s Divisions
#ACMP2015 2015 © ACMP All Rights Reserved 27
North Highland provides a growing portfolio of specialized expertise through individually
branded divisions – organized into delivery models that align seamlessly to address the
diverse business needs of our clients.
Each division shares the common culture and values of North Highland and works
together in an integrated “one team” approach to make it easy for our clients to engage
services across different lines of business
CONSULTING
DATA AND
ANALYTICS STAFFINGMARKETING
MANAGED
SERVICES