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HCI Webinar: Changing a Company Culture, One Technological Performance Module at a Time

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Sometimes the best systems aren’t all in place when it comes to talent management. Processes may need improvement and people likely want more support, but a knowledge gap and lack of experience in change management blocks companies from adopting the finest practices and implementing helpful technology. Success, as seen by leaders, is achieved by doing what works best for the business. Top managers take on the constant task of determining how to make each process more efficient and improve what’s needed to maximize productivity.

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HCI Webinar: Changing a Company Culture, One Technological Performance Module at a Time

  1. 1. Human Capital Institute #HCIchat Changing a Company Culture, One Technological Performance Module at a Time
  2. 2. Human Capital Institute #HCIchat Today’s Moderator /company/human-capital-institute-hci @Human_Capital/humancapital Holly Pennebaker Digital Content Program Manager Human Capital Institute @hpennebaker /in/hollypennebaker
  3. 3. Human Capital Institute #HCIchat 2017 Events June 26-28, 2017 Boston, MA July 24-26, 2017 San Francisco, CA September 18-20, 2017 Chicago, IL October 24-26, 2017 Scottsdale, AZ
  4. 4. Human Capital Institute #HCIchat Thank You
  5. 5. Human Capital Institute #HCIchat Interact With Us This presentation contains polls. To participate please use the polling widget to the side of the player. If you do not see the widget, open a new tab in your browser and visit
  6. 6. Human Capital Institute #HCIchat Get Credit
  7. 7. Human Capital Institute #HCIchat Today’s Featured Speaker Laura Shartle Director, Talent and Org. Development SiteOne Landscape Supply
  8. 8. Change Management - the Key to Winning SiteOne Landscape Supply 8
  9. 9. About SiteOne 9
  10. 10. 10 SiteOne Landscape Supply 10 Formerly 2015 Branded 2016 IPO SITE
  11. 11. Top Performer of 2016-2017 YTD Sponsor- backed IPOs Source: FactSet as of 5/5/2017 Note: Excludes IPOs with deal values less than $100mm
  12. 12. 12 We are the only national one-stop shop provider of landscape supplies
  13. 13. How it began • Transition JDL  SiteOne – We claimed our identity: from manufacturing  wholesale distribution – And lost our core services from the functions: Finance, IT, HR, etc. 13 Result: Rebuild teams, processes, tools, for SiteOne specifically
  14. 14. The Story of Talent Management 14
  15. 15. What this meant for talent management • People: We needed to understand: – What our leadership / associates needed and wanted. – What was working and what wasn’t • We needed processes: – Performance reviews – Goal setting – Learning – Succession planning – Etc. • We needed technology to enable these processes 15
  16. 16. Poll • I would like to understand the technology aims of the audience on this call. Does your company have a talent management system? – Yes, Fully implemented. – Implementing now or near future. – No, Still using paper. 16
  17. 17. Where did we start? With people. • We left the office and talked with our leaders and associates in the field – What is working from a talent perspective – what is not – Where could we could we get some quick wins • What we heard: – They wanted to set goals and have performance reviews – Processes and tools must be SIMPLE – not complicated and reduce the “ping ponging “ for approvals and the pencil whipping – Too much irrelevant new-hire training – Many systems, none of them talk – No succession planning or conversations about development 17 We started our process work here Easy win – we were able to audit the new-hire training list and make edits. Communicated – “we heard what you said, and this is what we did…” (involved their ideas in the solution)
  18. 18. Next – people and process • Given timing and priority, we created the processes around goal setting and performance reviews • We created a Goal Library by talking with leaders in the field. We asked them for examples of goals for some of our key positions in excel – searchable – low tech • Again, heard the need and built the tool with help from advocates who communicated, trained, took questions, shared success stories, etc. • Later we added technology to enable these processes 18
  19. 19. Poll • What do you find is the number 1 barrier to successful change management at your organization? 1. Leadership support 2. Employee buy-in 3. Lack of communication 4. Lack of training 5. Lack of vision 19
  20. 20. How to handle the change • Whenever there is change, even if it is a good change, there are questions and concerns • It is our job as leaders to create opportunities for associates to get their questions / concerns addressed • Here is our approach: 20 Align Leaders Determine Business Case Share vision Get People Involved – Find Advocates Training communication
  21. 21. Example – Office move • Situation - Old office leaked, had bugs, low ceilings, limited parking, old furniture, not centrally located for many of our associates • Aligned leaders – They supported the move and were able to discuss the business case • Business Case – we explained what the change was and why it was important • Share the vision – we shared what the benefits were and the downsides – we were honest • Get people involved – we took associates on tours, enabled a team to help: organize the move, make seating charts, plan week 1 celebrations • Trained – how to pack, how to get to the new location, where is parking, etc. 21 Held open sessions for associates with leadership to field questions / concerns Associates still had questions and concerns: what is my new commute? will I be in a cube? can I bring my lunch? what is parking like? Leaders met individually with associates so they could understand what it meant for them – they listened Communication
  22. 22. Example – Performance management enabled by technology • Situation – No way to understand who across the organization had performance goals, what they were, if they were aligned, how associates were tracking in order to receive their EOY bonus, etc. • Aligned leaders – Executives supported the implementation of the technology, we needed to find leaders in the business and informal leaders to support the implementation and discuss the business case • Business Case – we explained what the change was and why it was important • Share the vision – we shared what the benefits were and the downsides – we were honest • Get people involved – we leveraged trusted associates to test the system, review training materials and share information. Used pictures of real associates in building of the site and materials • Trained – how current processes were enabled with a simple theme, we created Quick Reference Cards (QRCs), held office hours, conducted webinars, and more! 22 Associates had questions and concerns: I have never created a goal before, will someone teach me? I am not good with computers. How will this impact my pay? Communication
  23. 23. What worked • Involving people FIRST / EARLY • Creating change / executing change plan BEFORE training • Hearing first hand associate pain points • Communicating every step of the way • Creating user friendly processes • Starting SIMPLE • Not making it about the technology – but about enabling conversations and creating value for the associate. (Technology companies make it about technology, not about people and process) • We implemented 6 modules in a year: Performance / Development, Succession, Learning, Onboarding, ATS, Compensation 23
  24. 24. Talent management at SiteOne today Basically one year later • Revised new-hire training for all associates • New approach to onboarding • Process, tools and system for performance reviews • Approach and tasks around performance calibration • Approach and support for Talent Reviews at lower levels in the organization • We have leaders asking how they can get their training material into the system • Reward and recognition with system badging • Our CEO prints bios of associates before each store visit • We have leaders asking for reports on performance and they want to calibrate and plan for succession • Leaders can see how performance ties directly to pay to share with their associates • There is a PULL for information, not just a push 24
  25. 25. What I wish I would have known.. 25 • We are not good as an organization about cascading information to all levels • We need to identify champions, resisters and testers early • We need to always look at the full life cycle of a process, beyond the walls of Talent Management • We need to leverage peer / user groups earlier to build the process and also hints on enabling it with technology • Technology companies are concerned about technology, they don’t give you the tools to help with the people part – configuration is the easy part – adoption is the hard part • The first module of implementation is more than just implementing the module. It also includes landing pages, personal bios, etc. • Technology changes the way our associates do business – having to do everything on a computer • Stricter deadlines with an integrated system
  26. 26. Questions “No company ever went wrong overestimating negative reactions to change” – Stan Slap 26
  27. 27. Human Capital Institute #HCIchat Thank You Visit us on the web for access to more exclusive content Webcasts Podcasts Articles White Papers Research Blogs Conferences Classes