Frontline Innovators
Funneling Information - Frontline Innovators - Episode # 066

Funneling Information - Frontline Innovators - Episode # 066

April 15, 2022

Karan Froom is the Director, Business Transformation Organizational Change Management at The Clorox Company. After sitting through an orientation class at a banking job, she found a passion for teaching people. Karan sits down with host Justin Lake to talk about the issues facing frontline employees and how to overcome them.

 

 

Takeaways 

 

  • One of the biggest challenges facing frontline workers is the lack of human connection. With being out in the field and using video calling, they rarely get to interact with others from their office.
  • In change management, you want to take someone from a current state to a future state that is better for them.
  • Change can be painful if not done right. You want to invest in a good change management team so that they can make the change painless.
  • Look at change management through the lens of it being a funnel. You want to start broad at the top and narrow down until everything is clear at the end.
  • Let people know of the change that is coming down the road. Give them a road map of what the timeline for the changes will look like and people will understand.
  • Look at all levels of management and leadership when executing change. They are part of the people who need to be included in this as well and their support can go a long way.
  • There has to be a willingness to accept the change. Make sure that people are informed of what will happen and make sure they are ok with it.

Quote of the show

 

16:29  “I use the concepts that I like to think of as a funnel. So if you think about the top of the funnel being the broad concepts of the benefits of what the change is, and then as you go down the funnel, you get more specific…It's a process, I like to talk about change as being an art and a science.”

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A Culture of Trust and Credibility - Frontline Innovators - Episode # 065

A Culture of Trust and Credibility - Frontline Innovators - Episode # 065

April 12, 2022

Trent Oelkers is the Organizational Change Management Lead at Carlisle Interconnect Technologies. He sees the gap in communication between deskless workers and those in management and aims to make that gap smaller. Trent joins host Justin Lake to talk about some of the challenges facing frontline workers and how to overcome them. 

 

 

Takeaways 

 

  • A big struggle is how to make remote workers feel connected to the rest of the rest of the company even though they aren’t in the office. 
  • It can be difficult to tell those on the frontline how to do their job better. To help this, you can form a better relationship with them and then they will trust you.
  • It’s important to try and increase the safety standards for frontline workers. They are the ones who work to keep the world moving and we need to take care of them.
  • Take into account all the aspects of the job for a person on the frontline and make sure you aren’t overloading them or making their job dangerous
  • There is technology that can be used to accurately track the work done by frontline workers rather than estimating the amount of work they do. 
  • Go beyond the physical barrier to meet the frontline workers. You need to meet them on their level. 
  • Having a positive culture and trust amongst employees and management is something that can make a company run better.

Quote of the show

 

21:10 “I think that sincerity and acknowledgement of their, you could call it a sacrifice, but at least of their work environment is very important. And so one thing I hope that at least we, as people who are spending less time away from our desks, we can acknowledge their sacrifice and try to hopefully drive safety as one of the major things.”

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Customer Focused - Frontline Innovators - Episode # 064

Customer Focused - Frontline Innovators - Episode # 064

April 8, 2022

Jon Kent is the Director, Global Telematics at Yanmar. He is passionate about music and making sure that employees on the frontline are ready for any change in technology. Jon sits down with host Justin Lake to talk about how management can better prepare deskless workers for the issues of today and tomorrow.

 

 

Takeaways 

 

  • The lack of feedback from constituents and stakeholders is one of the biggest challenges facing companies today.
  • Create a feedback form to hear from the frontline workers. They are the ones using the technology and their input is very important.
  • Companies are steering away from product focused environments and more to a consumer focused environment.
  • Do a month to month review of how things are going. This will allow you to take time and go over things that are really important.
  • When you are in a change management role, you aren’t just solving problems for today but also for problems 6 months from now.
  • The testers of products are the real advocates. They will go out and mention what works and they will promote a product for you.
  • There are regional differences and you have to be prepared for that. Be ready to change tactics depending on where people are located. 

Quote of the show

 

5:54 “A lot of companies and organizations are moving away from a product focused environment and more to a customer focused environment,  internal and external customers. And that draws out the empathy. You can't hide from the feedback of the folks that are using your application, your technologies, or, otherwise. I'm not saying long gone as the days across all companies, but certainly there's a lot less ivory towers around today than there were yesterday.”

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Building a Roadmap - Frontline Innovators - Episode # 063

Building a Roadmap - Frontline Innovators - Episode # 063

April 5, 2022

Todd Gernady is the Senior Manager Process Improvement, Business Architecture, and Organizational Change Management at United Airlines. After he discovered his passion for consulting, Todd went on to become a Lean Six Sigma belt and used that to share his passion for making a process run smoothly. He joins host Justin Lake to talk about the issues facing frontline workers.   

 

 

Takeaways 

 

  • Getting the right information for the frontline workers to do their job is one of the biggest challenges that they face today. 
  • Having all the knowledge and information on a tablet or an electronic device can help mitigate the need for employees at airports to run all over the place.
  • Technology can help to streamline a process and make communication easier. This works for airports as well.
  • You want to catch mistakes when they happen. Don’t just continue to go through the process because that mistake will threaten the integrity of the change. 
  • Start with the process. You want to make sure that the process is solid before you bring it to people and find out that it doesn’t work.
  • You want to make sure that all instructions given to frontline workers are clear and make sure it’s presented on a device where it is easy to read and understand the information given to them.
  • Sometimes the simplest ways to reach frontline workers are through older techniques rather than technology. Leave signs in the break room or bathrooms or other public spots.

Quote of the show

 

18:41 “We built a roadmap and it allowed us to remove some of those obstacles and avoid potholes down the road versus things that we would have stubbed our toe on. And reworking, I will guarantee you will often take you longer to resolve than it is to catch it in the moment. If you've ever built a Lego set with your kids, if you screwed up something on step 12 and you are on step 32, it is very painful to take those Legos apart. So you can fix that one piece and go back and do it again.”

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Preparing for Change - Frontline Innovators - Episode # 062

Preparing for Change - Frontline Innovators - Episode # 062

April 1, 2022

Steve Acuna is the Director of Organizational Enablement at a leading healthcare insurance company..  He sees the importance of change management and how much of a positive impact it can have on a company. He sits down with host Justin Lake to talk about some of the challenges that frontline workers are facing today and how to overcome them.

 

 

Takeaways 

 

  • Frontline workers are the case study for how change management can change the future for how we interact with employees.
  • You can affect the mindset of people and how they operate based even off of how prepared they are for change coming down the line. 
  • The metric side of change management helps because it shows people where the opportunities are to improve. 
  • Make sure that everyone involved with the change is on the same page. Make sure they know who to talk to and that they have a solid support system underneath them.
  • There is a retention issue with frontline employees, so you want to make sure you are meeting their needs and be on the same playing field as them.
  • Change management can help prepare you for things outside of work that might happen as well.
  • As a change leader, there will be struggles along the way but it is your job and responsibility to make sure that everyone trusts what you are doing is in their best interest.

Quote of the show

 

0:58 “I feel like frontline workers are really the case study for how change management can change the future of how we operate and how people interact with change management in general. I do believe that frontline workers are really the reflection of how change management is actually working or not working in an organization.”

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Strategic Planning - Frontline Innovators - Episode # 061

Strategic Planning - Frontline Innovators - Episode # 061

March 29, 2022

Zachary Jedamzik is the Senior Change Manager at Stanley Black & Decker, Inc. Everyday he sees the need for change management and how important it is to a company. Zachary sits down with host Justin Lake to talk about the changes that frontline workers experience and how to better prepare them for all the changes.

 

 

Takeaways 

 

  • The biggest challenge facing the frontline workforce today is communication. They need to understand the decisions that are being made and why they are being made.
  • Those working on the frontline are the ones that interact with the customers the most, so they are the ones that hear about how the customers are feeling about certain things.
  • A change management professional can look at an issue from different perspectives and come up with solutions that work for everybody.
  • The leaders at a company also need to be educated in change. Once they are educated in change they can also speak better on any future change. 
  • Change management is like math. You start with the simple equations and you keep moving up and solving bigger problems and the basics help build on that.
  • The failure of technology solutions is not about the technology, it’s about the way humans are using the technology.
  • With better technology, you can make a small investment now to help frontline workers do their jobs more efficiently in the future. 

Quote of the show

 

6:28 “As a frontline worker or as a maker, as a person just answering the phone, nobody's really taking our opinion on What we need to do our job, to help the customer. And at the end of the day, we're your first line of defense or first line of success with a customer. And we don't have the tools that we need because nobody really asked us. And I always found that really interesting.”

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Partners in Digital Change - Frontline Innovators - Episode # 060

Partners in Digital Change - Frontline Innovators - Episode # 060

March 25, 2022

Monique Jordan is the AUX Lead at First Republic Bank. She brings with her a unique perspective and compassion for making sure that frontline workers are included as part of the change in the workplace, not just experiencing the change. She joins host Eugene Signorini to talk about some of the biggest challenges that frontline employees are facing today.

 

 

Takeaways 

 

  • At the core of digital transformation is the need to meet customers with the best way to use technology for them.
  • The biggest challenge facing the frontline workforce is that change is often done to those on the frontline, rather than with them.
  • Frontline workers don’t have the same access to technology as those working in the office do. This means that some new technology changes might be a challenge for frontline workers.
  • Because of the pandemic, things are constantly changing. One of those changing aspects is how change management is being delivered.
  • The point of view from headquarters is pretty limited. Bringing crews in to really sit down and talk through the issues of those on the frontline.
  • You want to digitize your data so it is usable and accessible when it comes to creating a good customer experience.
  • People want to do meaningful stuff and be valued in the company. To do this, make sure that the voices of those are the frontline and what they say.

Quote of the show

2:28 “I think what's different about the deskless worker is frequently change done to them. They're not really seen as a partner in digital change. They are seen as sort of the target of change. So those people way down there at the end of the process are going to start doing this differently. And as long as we just let them know what's happening, train them, it’s going to be perfectly fine.”

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Leading the Effort - Frontline Innovators - Episode # 059

Leading the Effort - Frontline Innovators - Episode # 059

March 22, 2022

Samvel Lazaryev is the Senior Manager, Organizational Change Management at Sony Pictures Entertainment. He is passionate about storytelling and making sure that frontline employees are being led properly. He sits down with host Justin Lake to talk about some of the challenges facing frontline workers and how they can be overcome. 

 

 

Takeaways 

 

  • We are going through the great resignation right now, and it’s important to see how management will adapt to this and how agile they can be.
  • To have a consistent, strong culture in your company then there needs to be authenticity. Employees respond better to authenticity from management. 
  • Be honest with your employees. You don’t want a culture of fear amongst your workforce as that lowers morale and productivity.
  • You want to demonstrate the behaviors that you want your frontline employees to follow. This way they can take after your example. 
  • Storytelling is an effective way to communicate to your employees. You can provide stories to them of how to properly handle situations.
  • Create a level of connectivity with the staff. You want them to feel comfortable coming to you with issues or questions.
  • Don’t wait until things go wrong, you should be reaching out to OCM professionals along the way and making sure everyone is on the same page.

Quote of the show:

 

2:10 “What's interesting to me is as we come out of this great resignation and the pandemic, how agile will leadership be in understanding what led to this and what are some fundamental changes that the leadership will do, and organizations will do how cultures change and this kind of stuff.”

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Resilient Data - Frontline Innovators - Episode # 058

Resilient Data - Frontline Innovators - Episode # 058

March 18, 2022

Rob Malench and Rishi Vij are both Partners at Blue Star Partners. Between them they have over 38 combined years of experience working with Fortune 500 companies. They sit down with host Eugene Signorini to talk about the people side of change and how to help frontline workers better deal with the rapid pace of change.

 

 

Takeaways 

 

  • Even during this difficult time through the pandemic, customers are still looking for more and businesses are looking to expand, and that puts more pressure on the already overloaded frontline employees.
  • Pancaking deskless workers can lead to potential safety issues as they will be distracted and won’t be able to fully focus on their job.
  • Doing a 90 day look ahead allows you to see what is coming down the road for the frontline workers and try and consolidate it for them so they aren’t overwhelmed.
  • You want to see the world through the perspective of those on the frontline. Going on a ride along with them allows you to tailor your messages to their needs.
  • Make sure that leaders are aligned throughout the entire process. You can do this by keeping up constant communication.
  • You need the frontline workers to understand, buy in and commit to the change. If you don’t get those then the change won’t take off. 
  • Have resilient information. You need to be able to make adjustments depending on how the frontline employees are feeling.

Quote of the show

 

2:36 “The more that we sort of pancake and layer on, and the more that they're feeling stressed out and overwhelmed, the more that they might be distracted. How do we take that into consideration when we're managing large-scale change in an organization? And especially when we're touching those frontline desk-less workers.” 

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Willingness to Change - Frontline Innovators - Episode #057

Willingness to Change - Frontline Innovators - Episode #057

March 15, 2022

Roland Prevost is currently an independent change management consultant. He recently completed a two year engagement with a global self care and pharmaceutical product manufacturing company. He sits down with host Justin Lake about the proper way to make sure change is implemented for those working deskless jobs.

 

 

Takeaways 

 

  • The biggest challenge facing the frontline workforce today is the rapid pace of change in technology. 
  • What is happening now with the great resignation is that people are seeing the other side of work and realizing what they want to do for a living and if their job fits that.
  • Change management really has to do with getting people ready to apply new skills. You want to make sure that employees are ready for experiencing change.
  • There needs to be a willingness to accept change. Without the willingness to do so, you will find it hard to implement change.
  • If you don’t enjoy doing something, how motivated are you to truly get the job done and get it done right? You need to be passionate about what you do.
  • Not every job can be done remotely, and most of those are on the frontline. Technology can make their lives easier but it can’t allow for remote work in that field.
  • Communication is important. Doing it too early or haphazardly can make the change a failure from launch. Make sure to be deliberate.

Quote of the show

 

10:46 “You have to want to do something. Think about people who have been in careers, where they have a set of skills that they either acquire or by natural talent, and they're very good at this thing, but they don't necessarily enjoy doing it. I often think of it just in terms of willingness and ability, you may have the ability to do something, but how much do you want to, or how willing are you to do that thing? And both of those things need to be present to have a really successful organization transition.”

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