Frontline Innovators
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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Rising to the Challenge - Frontline Innovators - Episode # 056

Rising to the Challenge - Frontline Innovators - Episode # 056

March 11, 2022

Paul Feikema is the Senior Change Consultant at Pioneer Management Consulting. He is a pro sci certified change management professional. He is also part of the team that was in the book “Big Change at Best Buy Working Through Hyper Growth to Sustain Excellence.” He sits down with host Eugene Signorini to talk about frontline employees and how Best Buy rose to the giant it is today.

 

 

Takeaways 

 

  • One of the biggest challenges facing the frontline workforce is that they feel like they aren’t being heard. 
  • Maintenance data is important for the organization but it isn’t the solution for understanding how those on the frontline feel about their work. It doesn’t give the nuances of day to day operations.
  • In the last 5 to 8 years, there have been a ton of frontline changes in terms of technology in order to make the jobs easier for deskless workers. 
  • A change in technology is a way of redesigning the way work is done and how quickly work can be done.
  • A lot of companies grow dramatically and they don’t plan too well for the massive upscaling. You have to create standardization.
  • You want the core of your company to be something that you never give up and each person will represent that core. 
  • The more we have the capabilities to teach change leadership skills, the organization is going to come out of that stronger. 

Quote of the show

 

27:14 “The more we have the capabilities in major projects that are driving change in an organization to teach change leadership skills and continue to model and transfer those across the organization. Your organization is going to come out of that stronger.”

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Part of the Puzzle - Frontline Innovators - Episode # 055

Part of the Puzzle - Frontline Innovators - Episode # 055

March 8, 2022

Alanna Roesler is the People Analytics Change Leader at Schneider Electric. She uses her education and experience to better prepare frontline workers for technology changes and makes sure the technology is something that benefits everyone. She sits down with host Justin Lake to go over some of the big topics of change management and how to help frontline employees handle change and adapt to it. 

 

 

Takeaways 

 

  • The biggest challenge facing the frontline workforce today is the rapid pace of change and technology. This affects not only the people on the frontline but HR as well.
  • Look at different ways of trying to reduce manual tasks or make the lives easier of those on the frontline through the use of technology.
  • It’s important to think about what the technology is and make sure that it is right fro the end users and the deskless workforce. 
  • There are three main focuses to change; Core HR topics, research methodologies, and statistics and utilizing them to get meaningful data-driven outcomes.
  • It’s not all about the analytics and data, you need to also consider the culture in a company and how change is introduced to a company. 
  • You need a welcoming environment that can help frontline workers build their data literacy and make sure that they feel comfortable asking questions.
  • Make sure that technology is easy to adapt to. If you make it too complicated it will never take off with the frontline workers.

Quote of the Show

 

1:58 “Not only are we driving fast innovation to keep up with the technology landscape, but at times our workload and our bandwidth is changing drastically as well. I think that puts our workforce in a really challenging spot and from HRs perspective as well, it's putting our HR folks in a spot of really needing to keep up with our ever-changing workforce.”

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Connecting Through Change - Frontline Innovators - Episode # 054

Connecting Through Change - Frontline Innovators - Episode # 054

March 4, 2022

Tricia Taylor is the Senior Director, Corporate communications and change management at Coca-Cola Bottlers' Sales and Services. She knows how important change is to a company and also the importance of staying connected with those deskless workers. She sits down with host Justin Lake to talk about some of the biggest challenges facing frontline employees.  

 

 

Takeaways 

 

  • Staying connected is one of the biggest challenges facing the frontline workforce today. They can do their jobs more efficiently if they receive information in a way that is good for them.
  • You want to know the audience of the message you are trying to send. You need to understand frontline workers and what they need most and what might help them.
  • Everyone takes change differently. You might need to alter how you present change to different individuals.
  • Always check in, have constant feedback points so that you can tell what works for change and what doesn’t.
  • Consider the daily impact of change for those on the frontline. You want the change to be positive, and you need to be able to communicate that.
  • You need to meet other employees where they are. Focus groups allow you to understand where they are coming from and what they need.
  • Use the technology that is most readily available at your workplace. Frontline workers won’t be in desks so you might have to come up with some unique ways to reach them.

Quote of the show

 

1:11 “As a professional communicator, I cannot underemphasize the importance of our frontline workers, our deskless workers staying connected, and that means what information they want to receive, how they want to receive it and in what format they would like to receive that communication.”

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Measuring Success - Frontline Innovators - Episode # 053

Measuring Success - Frontline Innovators - Episode # 053

March 1, 2022

Michael Dwyer is an Organizational Change Management Analyst at the Lasing Board of Water and Light. Rebecca Rostar is the Supervisor of Organizational Training, Development and Change Management at Lansing Board of Water & Light. They sit down with host Justin Lake to talk about how to overcome the challenges facing the frontline workers today. 

 

 

Takeaways 

 

  • Communication in terms of talking about change is the biggest challenge facing the frontline workers today. You need to find the best and most effective way to talk with them. 
  • You have to be open to feedback and criticism and be able to let management know how you feel. Nothing will change if you don’t tell them that something isn’t working. 
  • Having boots on the ground is an invaluable resource. Make the trip once a month to spend a day with those on the frontline and see what they are going through and what can be improved to help them. 
  • A Change Manager can help bridge the gap in communication between management and those on the frontline more effectively than through zoom meetings. 
  • Increasing the volume and the quality of communication is a key to success. You want to find a healthy balance where you aren’t overwhelming those on the frontline. 
  • You want to be intentional with the communication you send out. You want to cover all the bases and make sure everyone is on the same page. 
  • Employees should feel safe to open up about if they understand the change they are facing. There needs to be trust and transparency between both management and deskless workers.

Quote of the show

 

15:56 “I try to foster an environment where people feel okay telling me things. Just tell me what you think, because we can't change stuff. We can't make corrections. We can't address issues without you telling us how you truly feel to what's going on and change management is feeling  a lot of it is how you feel about something.”

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The Most Important Link - Frontline Innovators - Episode # 052

The Most Important Link - Frontline Innovators - Episode # 052

February 25, 2022

Eva Althaus is the Organizational Design and Change Management Consultant at Boeing. She sees the importance of having empathy for employees working on the frontline, especially with the current supply issues. She sits down with host Justin Lake to talk about some of the challenges facing frontline workers and how they can be solved. 

 

 

Takeaways 

 

  • The lack of empathy is the biggest challenge facing frontline workers today. Everyone needs to be more patient with deskless workers and realize what they go through daily. 
  • Understanding that change management is the key to helping others learn is incredibly important. 
  • Change only works when everyone is working together and is trying to achieve a common goal. 
  • Using an empathy map as a tool can help to understand the needs of those on the frontline and the end users as well. 
  • Employee listening has to be a practice and a habit. You want to make sure the employees know that they are being heard and not ignored. 
  • Design brings new changes to a company, but change brings opportunities for more design areas. 
  • You want to make sure you are training and enabling employees to better navigate through change. 

Quote of the show

 

12:09 “Change can only happen when the right environment and the right players are performing the role effectively and in harmony with the rest of them.”

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Reflecting on the Frontline - Frontline Innovators - Episode # 051

Reflecting on the Frontline - Frontline Innovators - Episode # 051

February 22, 2022

On this very special episode of Frontline Innovators, hosts Justin Lake and Eugene Signorini look back on the last 50 episodes and the guests they have talked to. They share some of their favorite moments and go over what they have taken away from some memorable guests.  

 

Takeaways 

 

  • You want to introduce technology with people. You don’t just want to thrust change upon employees but rather slowly integrate them into the technological change. 
  • There’s plenty of change on a daily basis that it creates a change whiplash effect for employees. It’s important not to overwhelm them with change. 
  • Failing safely and failing fast is ok. It’s a learning curve when on the job and you want to make sure that it is ok to fail at something as long as it is done safely. 
  • Empowering the frontline workers is something that can go a long way. Technology is not a one size fits all solution.
  • The frontline workers should be prioritized and given everything they need. They are the life blood of an organization and without them there is no business. 
  • You want to build a relationship with the frontline workers and make sure that they are aware of the change that is coming down the road. 
  • You need to be transparent with those on the frontline and earn their trust. They are the experts in their job and it’s your job to make their lives easier. 

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Change Champions - Frontline Innovators - Episode # 050

Change Champions - Frontline Innovators - Episode # 050

February 18, 2022

Haris Muhammad is currently Program Manager at PVA Consulting Group. He is a change champion and knows what it takes to make sure that digital transformation is successful for all businesses. He sits down with host Eugene Signorini to talk about how to implement technology change in your company more successfully than most.

 

 

Takeaways 

 

  • The biggest challenge facing frontline workers today is communication. With everyone working from home and using zoom, it’s been difficult for people to communicate.
  • Working with the frontline employees is important for any business. They are the key to success and the business can’t thrive without them.
  • Take the time to spend a day with the frontline workers and see what they do. Then you will understand the struggles they go through.
  • Awareness is key and making sure you take the time to understand the different learning styles is key to making change successful.
  • There needs to be a fix for the disconnect between the executive suite and those on the frontline. 
  • The most successful change champions are the ones that want to see the company do better.
  • There is a real need for digital transformation and help with that as it can be a large undertaking.

Quote of the show

 

11:47 “You got your steel-toe boots, you got your high vis vest and you follow all protocol at whichever client that you're with. And, just by doing that act alone, a lot of the times you'll hear feedback from those employees saying, wow, even my own supervisor or manager has not spent time with me and figured out what my barriers are to do my job day to day. Those barriers could be technology-base, it could be training based, it could be competency based. All of the above.” 

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Change Curve Management - Frontline Innovators - Episode # 049

Change Curve Management - Frontline Innovators - Episode # 049

February 15, 2022

Jason Jackson is the Manager in Change Management North America Lead at Miebach Consulting. Victoria Ma is the Digital and Innovation Lead for North America at Miebach Consulting. They sit down together and join host Eugene Signorini to talk about some of the challenges facing frontline workers today.

 

 

Takeaways 

 

  • Retention and motivation are big issues facing deskless workers. The news is covering all the issues with frontline workers and they can’t escape it. 
  • It’s hard to keep up with the rapid pace of change and it forces frontline workers to adapt quickly. They will finally learn a new technology and then something else replaces it. 
  • Frontline workers don’t have the option to use different technology they are used to. They need to adapt and it creates a lot of stress among workers. 
  • You want to provide people with the tools to deal with digital transformation but also tips on it as well, so they know how to handle more changes in the future. 
  • Make sure you understand the effect that change will have and who it will affect. That will make it easier to implement so you know who you need to talk with. 
  • Educate people on the importance of change management. If they don’t fully understand it they won’t embrace it.
  • The most influential person at any company is not the person with the biggest title but the person who can rally people to their cause. 

Quote of the show

 

24:25 “We all have different change curves that we go through and the speed by which we go through those changes is different for every individual. When we do our offers, we actually talk about change curve management as one of our opening slides to our clients, because it's important that they understand and appreciate that they may be miles ahead and they may have to slow down a little bit and make sure that the rest of the train, you know, and the caboose has caught up to the engine at the front.”

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Vibration Analytics - Frontline Innovators - Episode # 048

Vibration Analytics - Frontline Innovators - Episode # 048

February 11, 2022

Jason Herman is currently the Enterprise Asset Management Change & Training Lead at Evergy.  He went to work post Air Force in the chemical mfg industry as a maintenance technician. He sits down with host Justin Lake to talk about what some of the challenges facing deskless workers are and how they can be best prepared for change. 

 

 

Takeaways 

 

  • Learning new technology can be a major challenge for a lot of frontline employees. That’s why change management is so important. 
  • Every piece of rotating technology has a normal signature and frequencies and then you use that as a baseline to understand those numbers over time and what they mean.
  • Making sure that management and the employees are on the same page in terms of change is incredibly important. 
  • Make sure that leaders are equipped to handle change. Workers will always be experiencing different changes more than once so you want to make sure they have the tools to handle it in the right way.
  • You want to have a good relationship with your coworkers because that will help them be more willing to accept change.
  • Take the end user experience into account. This will help to understand what changes need to be made from their perspective. 
  • Take time to engage with people. Making sure that everyone is heard and feels values makes them more engaged in work and production goes up. 

Quote of the show

 

13:35 “We can't do it all. I have a team of just a few people, but really every person has a part in the change. Everybody from our sponsors, our executives behind this project, clear down to that person that end user that's being impacted by this change. They may not know they have a role in this change, but they do.”

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Collecting Data - Frontline Innovators - Episode # 047

Collecting Data - Frontline Innovators - Episode # 047

February 8, 2022

Carlee Wolfe is the Director of Organizational Effectiveness at Hyatt Hotels Corporation. She has worked across many different companies of different sizes and she saw the need for digital transformation for those on the frontline. She sits down with host Justin Lake to talk about some of the challenges frontline workers face.  

 

 

Takeaways 

 

  • Constant change and adaptation for frontline workers creates a struggle for them. The rules and guidelines are always changing which means new ways of doing things must be learned. 
  • Technology can be an enabler to allow us to be more flexible. This can help people complete work faster or make it easier for them.
  • One person won’t have all the answers. Teamwork is the key to success and it can lead to a better outcome. 
  • Every problem has a different solution. There is not a one size fits all solution, so it’s important to talk with frontline workers to see what works for them.
  • Building a team is a lot of work but the basic building block requires the right people and the right chemistry.
  • You want to make sure all team members feel heard. Listen to what those employees have to say as they have different viewpoints and experiences. 
  • Change can plug into most change but you need to think about how it will affect those on the frontline. Corporate employees don’t see the same work as frontline employees so they need to take their opinion on technology change into consideration. 

Quote of the show

 

11:23  “I want to be able to leave a project, a person, a space better than it was when I got there. And that's all through education. I never pretend to be the expert in everything, but I try to do a good job of knowing who is. For example if we were working together and I didn't have an answer, let's go find it together and let's learn together. I think there's power in that.” 

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Part of the Process - Frontline Innovators - Episode # 046

Part of the Process - Frontline Innovators - Episode # 046

February 4, 2022

Joshua Remerowski is the Director of Change Management, Strategy & Communication at Walmart. He used to work for Direct TV where he was installing satellites on roofs. He sees the knowledge it takes to get change going in a business and wants to share his knowledge. He joins host Justin Lake to talk about some of the issues facing frontline workers today.

 

 

Takeaways 

 

  • Leaders need to do a better job of digitizing the modern workforce. Digital products can help enhance and enable your frontline workforce. 
  • We forget that there is an actual human who is having their environment changed when it comes to change enablement. It’s important to take that into consideration. 
  • Failure is part of the process. It’s ok to have something not work right, but you have to be able to get back the courage and try it in a different way until it works. 
  • Patience and persistence pays off. You have to keep putting the work in and eventually your time will come.  
  • You want to make sure everyone is on the same page. Change is only successful when everyone works together on it. 
  • You want to make sure you are fighting for your employees as a leader. Your employees might be overworked and you need to make sure they aren’t.
  • Leaders apply past frameworks for a job they did 20 years ago, but that doesn’t work as times change and situations don’t always apply. A leader has to have the desire to learn the knowledge behind the change. 

Quote of the show

 

17:41 “I think when you have that formula of patience and persistence, whatever that goal is, or thing you set your mind to, it's going to be very difficult for it not to happen. But I think a lot of people have to understand that just like sports things are not always going to happen when you intend them to be.”

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Embracing Change - Frontline Innovators - Episode # 045

Embracing Change - Frontline Innovators - Episode # 045

February 1, 2022

John Ross is the Strategic Change Administrator at Sunflower Electric Power Corporation. He knows that it’s important to make sure that frontline employees are respected and love what they do, as that makes work better for them. He joins host Justin Lake to discuss some of the other issues that frontline workers are facing. 

 

 

Takeaways 

 

  • The biggest challenge facing the deskless workforce today is engagement. It can be difficult to get them to take on a task that can be a challenge. 
  • It’s essential to the growth of a company to build the confidence to have crucial conversations. 
  • Change has to be embraced by the entire culture of a company. If you don’t have everyone bought in then it won’t work.
  • You want to make sure that frontline workers understand what they get out of experiencing change. If they don’t understand it they might not want it.
  • Making sure that everyone is on the same page is important to make sure that change is properly implemented. 
  • A myth about change management is that everyone is going to follow the ADKAR method when in reality you need to find one that works for everyone. 
  • Having a consistent view of change management is something that can be a positive for employees. 

Quote of the show

 

2:27 “One of the things that we see as essential to the company and its growth is building the confidence to have crucial conversations and to say to the manager or a project lead, I have some reservations about this, or I think that I have a better idea on how to do this. Those are the difficult things for us to do. We really want employees to speak up.” 

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Sending the Right Message - Frontline Innovators - Episode # 044

Sending the Right Message - Frontline Innovators - Episode # 044

January 28, 2022

Hillary Carper is the Expert Product Manager at a major transportation logistics company. She knows the human side of change is incredibly important and can make a massive difference in a company. She sits down with host Justin Lake to discuss some of the challenges that frontline workers are facing and how they can be better helped. 

 

Takeaways 

 

  • The biggest challenge facing the frontline workforce today is the struggle of working from and identifying between their corporate self at work and their life at home. 
  • Working from home can be challenging at times. Everyone is using the same wifi and slowing down the network, which makes work difficult. 
  • Change management is dealing with the people side of change. It requires a great skill set but it is very rewarding. 
  • Data driven results are a good way of measuring success. It shows all the data you will need and you can track the success of change. 
  • The people side of change is the crux of whether or not you are going to be successful. If people don’t change then there will be no ROI.  
  • You need to understand what others are doing in order to be successful. Building a foundation takes time but it starts with understanding others.
  • The sender of the message matters. Certain people will have a better way of communicating messages rather than others. 

Quote of the show

 

38:04 “You know the analogy where you have the jar and you put the big rocks in of the things that are most important to you. And then the smaller rocks and the pebbles. I always used to tell people, change management in an organization is the sand. We’re the sand that touches all the places and that kind of keeps everybody together and connected.”

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The Importance of Being Agile - Frontline Innovators - Episode # 043

The Importance of Being Agile - Frontline Innovators - Episode # 043

January 25, 2022

Danielle Cimek is the Business Change Manager at Gordon Food Service. She has over 14 years of experience in the food and beverage industry. She sees the importance of technology in the workplace and what difference it can make for a company. She joins host Justin Lake to sit down and talk about some of the issues facing frontline employees today. 

 

 

Takeaways 

 

  • The biggest challenge that deskless workers are facing today is that it is difficult to get people in to fill the jobs that need to be done, which leave frontline workers with even more on their plate. 
  • Leveraging technology in the workplace can help employees to move forward and be more productive in their work. 
  • If the technology doesn’t meet the users' needs then it will be shelved and forgotten. It’s important to make sure that doesn’t happen. 
  • Understanding the “why” is important and you need to carry that forward. If you don’t understand the reason you are advocating for a change, it won’t do well. 
  • Technology is constantly changing so you need to be able to be agile and adapt to any change. 
  • S.A.F.e - Scaled Agile Framework. It brings each team of people that are impacted by change together and they talk about how they will handle the change. 
  • Increasing the sample size of who you talk to in an organization can help to make a smart-decision that is well informed. 

Quote of the show

 

8:12 “We can build whatever technology we want, but if it doesn't meet the end users' needs, or if they're not ready for it mentally, then that technology will fail and be shelved and not used. So it really was just that interest of trying to figure out, what is that balance and how do you figure out that sweet spot of being able to try and keep that pace of being able to evolve and grow technology?”

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Optimizing for the Future - Frontline Innovators - Episode # 042

Optimizing for the Future - Frontline Innovators - Episode # 042

January 21, 2022

Debbie Simurda is the Vice President, Sales Enablement at Mainstreet, Inc. She enjoys helping stores reach their full potential with technology and making sure employees are happy with what they do. She joins host Eugene Signorini to sit down and talk about some of the issues that frontline workers are facing today. 

 

 

Takeaways 

 

  • In terms of retail, it has been a difficult few years for those employees. They have had to deal with constant changes to their environment and rules. 
  • Retail isn’t for the timid. It can be very taxing on a daily basis having to deal with ever changing rules and regulations.
  • Maintaining your work equipment is extremely important. Paying to repair the technology takes it out of commission and affects all aspects of retail.
  • Being on the back end of technology allows you to really see benefit to it and how it helps the stores that are using it. 
  • You can’t sell something if you don’t know it. It’s important to know your product and how it could benefit others to use it.
  • The pandemic helped to implement new technology that some companies were hesitant to try out at first. 
  • There is a shift now of making stores more highly optimized and consumer friendly, such as including curbside pickup. 

Quote of the show

 

9:19 “If a retailer has a device in their stores that isn't functioning, then that not only impacts customer service, it impacts uptime. It's a lot more money for them to maintain it. They need to invest in spares. And so with our clients, we tried to get them to kind of look at a ruggedized mobility solution like zebra. And I think more and more of them are embracing it”

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The Science of the Employee Experience - Frontline Innovators - Episode # 041

The Science of the Employee Experience - Frontline Innovators - Episode # 041

January 18, 2022

Sarah Lang is the Learning and Change Manager at BNSF logistics. She’s a Master of Science, Chemistry from Texas A&M University, and she found her way to helping manage change and says she uses her science skills everyday. She joins host Justin Lake to sit down and talk about some of the biggest challenges that frontline workers are facing today. 

 

 

Takeaways 

 

  • The biggest challenge facing the frontline workers today is that they are overloaded with information. There are so many apps and different software that it can be daunting.
  • You need to understand the audience. You need to know who is using the technology and tailor to benefit them and make it easy to use.
  • It’s a good idea to have a system in place that goes over a step by step guide on what process to follow should frontline workers have any questions.
  • It’s easier to manage the change of new employees because they are like a blank slate and they will learn how to properly get things done. 
  • You want to focus your change on each individual person rather than a large group as a whole, that way everyone will understand the change thoroughly. 
  • Managers are critical in making change happen. Management is the one who has to sell it to the employees. 
  • When working with a manager to get their buy-in on the change, you need to benefit of it to them and their employees. 

Quote of the show

32:58 “If you have a situation which typically you have seasoned people at your company, middle of the road for three or four years in, and then you have brand new people and you have a change coming, you really have to sit down and do that change impact for every single role. And then down to that individual level, I know that sounds really time consuming, but I promise, there's a benefit to doing that.”

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Being A True Leader - Frontline Innovators - Episode # 040

Being A True Leader - Frontline Innovators - Episode # 040

January 14, 2022

Sonya Shelton, CEO at Executive Leadership Consulting, joins host Eugene Signorini to discuss the importance of being a good leader to those on the frontline. Also the author of “You’re An Executive But Are You a Leader?,” Sonya shares her invaluable insight on what it takes to be a true leader.

 

 

Takeaways 

 

  • Burnout is the biggest challenge facing the frontline workforce today. Going through the pandemic and supply chain issues has been a struggle and those on the frontline are the ones dealing with all the challenges.
  • Frontline workers experience anxiety just like everyone else, and their mental health should also be paid attention to.  
  • Culture and Strategy shouldn’t be enemies, but they should be working together in order to create a great employee experience.
  • You want to inspire people and be a leader. You want to have followers, not people who are compliant with you. 
  • A lot of companies lose sight of what it means to be a frontline worker. You want to make sure deskless employees are given everything they need to succeed.
  • It’s easy to lose sight of the small wins in a company because of what is happening in the world right now, but it’s important to celebrate even the little victories to motivate your employees.
  • Having a set process in place is critical. You need to have this so the employees know what steps to follow and it eases the burden on them. 

Quote of the show

 

9:20 “If you're just relying on your position or your title, or the power that the organization has given you through that title, then you have compliance, you don't have followers. It's really about how can you inspire people and lead them towards a vision.”

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