Frontline Innovators
Change Whiplash - Frontline Innovators - Episode # 18

Change Whiplash - Frontline Innovators - Episode # 18

October 26, 2021

With technology constantly evolving, it can be difficult for deskless workers to keep up with all the change. Nikki Tollefson, Principal Change Consultant, Human Resources at C.H. Robinson, joins host Gene Signorini to give her insight on how to properly execute changing technology for those on the frontline without overwhelming them at the same time. 

Takeaways 

 

  • Over the last 18 months, frontline workers have been faced with so much change to make their role more efficient but at the same time it creates a challenge of trying to avoid so much change at one time.
  • There’s no need to make any new changes or projects overly complicated. Keeping it simple is the best way to go because that won’t overwhelm people, and it allows them the chance to ease into the change.
  • It’s no longer about making change the “new shiny toy”, instead it’s important to be humble about it and be mindful of how you connect the dots.
  • Change management is like a three legged stool. HR, Finance and Technology all need to work together in order to make sure the entire structure remains strong.
  • Technology isn’t necessarily the solution, it is the impetus to change. 
  • Really strong stakeholder management, strong partnerships with those deskless workers, and a strong dose of humility is incredibly important when it comes to change management. 

Quote of the show:

 

5:15   “Our employees, whether they sit at a desk or they're on that frontline, they're that deskless worker, have more going on than they've ever had going on before. And how I think that's shifted my approach to how I think about the work that I do is I think how do I make it less about my change really in some ways. 

Because again, I think if we can get really, really excited about the project that we're working on and how do I make it more about what's going to make sense for them. And really that is my guiding principle that I've tried to use over this last year specifically is don't over-engineer it right? Like, keep it as simple as possible for people.”

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Change Saturation - Frontline Innovators - Episode # 17

Change Saturation - Frontline Innovators - Episode # 17

October 19, 2021

Sean Higgins, Organizational Change Manager for Insight Global, has empathy for the frontline workers after his time working at a grocery store. He uses this empathy to better relate to those deskless workers and the struggles that they face on a daily basis. 

On this episode of Frontline Innovators, Sean and Justin discuss how the deskless worker can be better prepared for the changes in technology that they face. 

 

 

Takeaways 

 

  • The way in which the roles will be changing for frontline employees in terms of new technology being implemented is one of the biggest challenges they face. 
  • Having empathy for those working on the frontline is extremely important. The struggles that they face are important to management and should be taken notice of. 
  • When working for a grocery store, Sean noticed the positive change of introducing new technology into the store, such as being able to communicate with any other employee at a moment’s notice to answer any questions.
  • Change saturation is about assessing the changes that are happening within the organization.
  • Management doesn’t want to deflect you from anything that can make the frontline worker more successful.
  • You need to be able to stand firm on your goals and know when they are not on track, and what to do to get them back on track.

Quote of the show:

 

9:30 "​​When I went into some of the stores as part of the team to develop the training, update the communications and so forth - there was, I don't want to say equal group, but - there was a group of people, very excited about being able to use technology in their day-to-day work.

So maybe they had been in a role in that store for a few years. They'd done different things, different departments. Now they're introducing this kind of new, fresh way of working. It's got a high profile, you get a different shirt than the rest of the employees. So you also want to leverage that too.”

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The Swinging Pendulum- Frontline Innovators - Episode # 16

The Swinging Pendulum- Frontline Innovators - Episode # 16

October 12, 2021

Jimmy Alyea, Senior Planner and Change Management Specialist at Oxiteno, is a demonstrated leader in both supply chain management and marketing. After working for an oil company where he saw that there were ways to speed up general processes and make them more efficient, he decided to get into change management.

On this episode of Frontline Innovators, Jimmy and Justin discuss how the deskless worker can be better prepared for the changes in technology that they face. 

 

Takeaways 

 

  • Communication is the biggest challenge facing the deskless worker. Ever since the iPhone came out and we entered the digital age officially, we started migrating from old fashion in person meetings to phone calls, to text messages, video chatting.
  • There are two ways to do any job; the easy way or the hard way. Jimmy got into change management as a way to get a job done in an easier way. 
  • The frontline workers need to be more empowered. They are the ones who are using the technology on a daily basis, they deserve to have their voices heard on any changes.
  • The men and women on the frontline represent 80% of the global workforce. 
  • There are 5 outcomes for change to be successful: Awareness, Desire, Knowledge, Ability, and Reinforcement (ADKAR Method)
  • The change management process is a team process. You either move forward as a team or you move backward as a team.

Quote of the show:

 

19:39  “Frontline workers are talking to upper management and saying, Hey, we should be doing it this way. And It's interesting to see how they sell their ideas to upper management, which tends to be more effective because they're not forcing it on them.

 

They're telling them, Hey, we want to be more efficient. This is a better idea. As, I guess you could say as a generation X-er, I'm having to learn. Okay. That is a good idea. How do I do it? And I'm having to go to them to get taught how to work their ideas with their technology. And they have a lot of great ideas.

 

And if you don't empower them and listen to them and give them that microphone to speak up, then you're going to see companies fail. And the upper managers, the older, more experienced workforce is going to get pushed out.”

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Breaking In New Work Technology - Frontline Innovators - Episode #015

Breaking In New Work Technology - Frontline Innovators - Episode #015

October 5, 2021

Jessica Sirico, Senior Training and Change Management Specialist at Suez, is here to help the deskless worker navigate an ever changing world. On this episode of Frontline Innovators, Justin and Jessica discuss how they can better prepare those on the frontline for rapid changes. 

 

 

Takeaways 

 

  • The amount of changes happening at one time is the biggest challenge facing deskless workers today. 
  • It’s more critical now than ever for companies to have change management so employees can thoroughly understand how the changes coming up will impact them. 
  • It’s important for the frontline workers to feel connected to the people who work in corporate. Going out to the field and seeing what a day in their life looks like can strengthen those relationships.
  • In IT, the impact of new technology implementation often neglects the human side and how the change can make people feel. 
  • Change management is really a collective effort. It’s not just the managers themselves that are leading it, but middle managers and frontline employees all need to be a part of it.
  • When you are training frontline workers on new technology, the goal is to make the training as simple as possible and work your way up to the complicated steps. 
  • Jessica’s favorite part of change management is when she can see the employees she has trained are comfortable and prepared for the changes they will soon face. 

Quote of the show

50:15  “I always say that learning a new technology for work is like breaking in a new pair of workboots. You are very comfortable in your current pair but maybe they are falling apart, maybe they aren’t safe anymore, so you have to change, you have to get a new pair.

It might take a week to break them, you might get some blisters, you might not feel comfortable but it’s going to get better. That’s the message I always have to portray. 

It’s going to be rocky the first couple of days and that’s expected, no one expects you to come out of the gate perfect but you will get past all those bumps and all those hiccups and we are here to support you as well.”

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Mending the Learning Gap - Frontline Innovators - Episode # 14

Mending the Learning Gap - Frontline Innovators - Episode # 14

September 28, 2021

Andrea Johnson, Senior Manager of Change Management at Sprouts, is passionate about continuous learning and empowering change. She improves customer and employee experiences through human-centered design and technology enablement

On this episode of Frontline Innovators, Andrea and Justin discuss how change management professionals can help deskless workers understand new changes and how it benefits them. 

 

 

Takeaways 

 

  • The speed of change is one of the biggest challenges facing deskless workers today. It’s a lot easier to digest change if you understand why it’s happening, but the message doesn’t always get down to frontline employees.
  • Andrea started her career in digital product marketing with huge teams that developed products for customers, but the systems they used didn’t line up with what they needed
  • You can invest millions of dollars into a system but at the end of the day if people aren’t using it then the residual income is zero. People still need to use the system to make it worthwhile.
  • You need all hands on deck and everyone needs to have bought in so that they can tell you what can work and what might not work. 
  • If leadership hasn’t bought in, that rolls down hill and eventually the end-user won’t buy-in.
  • The fact that technology is always changing is something that is exciting to Andrea. It makes each day different. 
  • There are many different learning styles in any given workplace that each span different generations, learning to teach to each one is beneficial.

Quote of the show:

18:53 “You have 5 generations in the workforce. There’s not a one size fits all OCM plan, rinse and repeat. You have to, one, account for all the generations and learning styles, how readily they are to embrace technology and respond in different ways. 

Some people want to get help in different ways. Some people don’t want to sit in an instructor-led training, they’d rather just have some bite-sized video online. It’s really understanding the audiences and their pain points with the current state and figuring out how to make that case for them that it might be a little painful at first, nothing is going to be without its hiccups but at the end of the day when we get through this. 

We’re going to make your job easier, be more productive, whatever those benefits and they have to believe it.” 

 

 

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Change: Inevitable, Not Easy - Frontline Innovators - Episode # 13

Change: Inevitable, Not Easy - Frontline Innovators - Episode # 13

September 21, 2021

Blanca Nieto, Change Management Specialist, joins host Justin Lake on this episode of Frontline Innovators Change Management Leadership series. They discuss keeping up with the rapid pace of technology and how to facilitate these changes for employees with different levels of understanding and comfort.

 

 

Takeaways 

 

  • We grow in community, we don’t grow in isolation.
  • Change is inevitable, but it’s not easy.
  • Don’t make assumptions. For you, one thing might be easy. For me, it might be hard. 
  • Use QR technology as a resource.
  • Don’t wait for customers to tell you what they need. Understand the future for them.
  • There will always be diversity in the level of adoption and comfort with technology.

 

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Making Change Work - Frontline Innovators - Episode # 12

Making Change Work - Frontline Innovators - Episode # 12

September 16, 2021

On this episode of Frontline Innovators Brett Broadrick, Senior Organizational Change Consultant at Cerner Corporation joins host Justin Lake to talk change management!

 

Change causes a lot of anxiety and frustration. But--just like gravity--we can’t fight it. We can leverage it, and we can know how to work with it, but we know that technology is ultimately going to change frontline workers’ experiences. Instead of glossing over this reality, what can we do with this reality? What can we do for the frontline worker? Change management doesn’t erase the transition a company goes through when implementing change, but it can shorten it and shallow the curve.  

 

Takeaways 

 

  • The biggest challenge facing the deskless workforce: sacrificing quality for efficiency
  • How a company can be a “change architect” 
  • Why you must not leave your frontline workers out of the planning process
  • Change management and the William Bridges transition model
  • What is ADKAR and where does training fall in this process
  • Pathways to recovery are numerous, but they all boil down to the same change management methodology in the way that our brains work

 

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Innovating for Successful Change - Frontline Innovators - Episode # 11

Innovating for Successful Change - Frontline Innovators - Episode # 11

August 17, 2021

Scott Kameron, President & COO of EVS, LLC, joins host Eugene Signorini to discuss how impactful having a change management system is when implementing new digital technology. Focusing on the people behind the process is crucial to the success of digital adoption.

 

Takeaways 

 

  • “People are struggling with software that was built to accommodate business processes but wasn't built to accommodate people.”- Scott
  • It's critical to comprehend the entire procedure and truly comprehend the ultimate objective and how you may accommodate that without having to add a macro level just by developing software and functionality to deal with each checkbox.
  • When it comes to bringing anything new, from a technology and process standpoint, a lot of the things holding firms back are just the complexity and the general organizational nervousness.
  • Organizational change management is a fantastic tool, and there is no substitute for being able to comprehend how technology will interact with people and process great technology, amazing user experience, screens, and hardware to solve organizational challenges.
  • “One of the things that we've seen in overcoming some of these challenges is the gamification metrics.” - Scott

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Creating Successful Teams - Frontline Innovators - Episode # 10

Creating Successful Teams - Frontline Innovators - Episode # 10

August 11, 2021

Chris Grubbs, Program Manager at Southwest Airlines, joins host Justin Lake to discuss how to bridge the gap between frontline workers and management. He also discusses how Southwest Airlines have adapted to technological changes and have created successful teams

 

Takeaways 

 

  • Engage frontline leaders by getting them to share feedback to bring to management which will in turn lower their frustration and stress levels.
  • Keep frontline workers involved by having mechanics and inspectors participate in pilot testing gathering their feedback electronically.
  • It's beneficial to have frontline employees become evangelists so that when returning to their team they feel that their feelings have been heard by the management.
  • “There's always multiple opportunities to enhance customer service to provide more capabilities to our operational team on the ground as they service those customers.” - Chris

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Sea of Change - Frontline Innovators - Episode # 9

Sea of Change - Frontline Innovators - Episode # 9

August 3, 2021

Sarah Nicastro, Vice President of Customer Advocacy at IFS, joins host Eugene Signorini to share her insight on technological advances that can affect company operations and business practices.

 

Takeaways 

 

  • The pace of change, whether in corporate strategy or technology, is one of the greatest challenges. 
  • “Change is not always easy, it can be very challenging even if it is a good change.” - Sarah
  • Technology and client expectations are mutually reinforcing. Technology evolves, shifting and changing the customer expectations. As a result, those expectations become more demanding, and the cycle continues.
  • Companies can set themselves up for success if they regard change management as a necessity and approach it in a different way.
  • “A little bit of reassurance in the form of articulating to those frontline workers, how they fit into this new world, and this new vision can make a world of difference.” - Sarah
  • The failure of a company to recognize how knowledgeable their frontline employees are, causes a sense of dissatisfaction, which is not conducive to change initiative.

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