“The number one reason change efforts of any kind fail is that there’s not enough urgency right upfront,” says John Kotter. “Complacency, fear and anger – these are the things that get in the way and if you don’t attack those right at the beginning, you get into trouble later.” In this session, the man Business Week describes as ‘The Number One guru in leadership and change” will explain how to make your customer-centred change efforts succeed.
Kotter’s 8-Step Change Process
“In the most successful change efforts, leaders move through eight complicated stages,” says Professor Kotter, “in which they
1. create a sense of urgency
2. put together a strong enough team to direct the process
3. create an appropriate vision
4. communicate that vision broadly
5. empower employees to act on the vision
6. produce sufficient short-term results to give their efforts credibility and to disempower the cynics
7. build momentum and use that momentum to tackle tougher change problems and
8. anchor the new behaviour in the organisational culture
“Each of these actions takes time. Step 1. alone, pushing up the level of urgency, may take months in a complacent organisation of any size. Formulating an appropriate vision or strategy may be done in weeks. But, it often requires 12 or even 24 months.
“People do create the appearance of successful change, both more quickly and more easily (through an acquisition, for example). But appearances deceive.”
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