jbottomley@breken.com 1 leading change: organization innovation jim bottomley june 3, 2014

JBottomley@Breken.com 1

Leading Change:Leading Change:Organization InnovationOrganization Innovation

Jim BottomleyJim Bottomley

June 3, 2014June 3, 2014

The The FutureFuture

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Change results in Change results in bothbothopportunities and threatsopportunities and threats

Change

Change

++

__

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The key to managing change isThe key to managing change isdetermining how to react to it...determining how to react to it...

Actions to embrace opportunitiesActions to embrace opportunities Actions to minimize or avoid threatsActions to minimize or avoid threats

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What What business business

are are you you in? in?

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WorkWork==

Meeting NeedsMeeting Needs

SuccessSuccess==

Need SatisfactionNeed Satisfaction

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Evaluating an OpportunityEvaluating an Opportunity

Is it on trend?Is it on trend?- a need that is growing- a need that is growing

Need Satisfiers identified?Need Satisfiers identified?- define stakeholder groups / - define stakeholder groups / need priorities / goals need priorities / goals

Better Benefits provided?Better Benefits provided?- solutions delivered in a better - solutions delivered in a better way than other optionsway than other options

… … Not Not SStrengths/trengths/WWeakness/eakness/OOpp’s &pp’s & TThreats… hreats… Focus on needs first!Focus on needs first!

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Trend AreasTrend Areas

1. Technology1. Technology2. Economic2. Economic3. Social/Cultural3. Social/Cultural4. Demographic4. Demographic5. Political/Legal5. Political/Legal

Technology is the lead-edge of Technology is the lead-edge of change…change…

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Technology Changes Technology Changes + or -+ or -

++ Higher levels of productivity Higher levels of productivity based on new technologiesbased on new technologies

(new long range cycles coming)(new long range cycles coming)

-- Industry redefinition; often job loss, Industry redefinition; often job loss, followed by increased followed by increased

career shiftingcareer shifting

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Major World Economic ErasMajor World Economic Eras1. Hunter Gatherers1. Hunter Gatherers2. Agricultural Age 2. Agricultural Age (90% to 2%)(90% to 2%) 3. Industrial Age3. Industrial Age % of Jobs% of Jobs 19001900 19511951 19861986 19991999 2005 2005 20082008 20122012in Production in Production 69% 53% 30%69% 53% 30% 15% 13% 11% 7% 15% 13% 11% 7%

4. Information Age4. Information Age

A whole new set of opportunitiesA whole new set of opportunitiesand challenges...and challenges...

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Trend Convergence:Trend Convergence: The Age of InnovationThe Age of Innovation

We are in an era of We are in an era of

maximum change!maximum change!

We are entering theWe are entering the

5th Economic Era5th Economic Era

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Wealth =Wealth =Technology X ResourcesTechnology X Resources

New Technology comes New Technology comes fromfrom

CollaborationCollaboration-Maximum potential now -Maximum potential now

for innovation…for innovation…

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Industry TransformationIndustry Transformation Customer focused – success measuredCustomer focused – success measured New Methodologies:New Methodologies:

-Internet Of Things - Radio Frequency ID-Internet Of Things - Radio Frequency IDII -Quality Standards / Green Standards-Quality Standards / Green Standards Reducing costs – collaborative automation and Reducing costs – collaborative automation and

continuous process improvement keycontinuous process improvement key Big wins in client satisfaction possible –Big wins in client satisfaction possible –

interactive transfer of information – interactive transfer of information – knowledge has value!knowledge has value!

Knowledge comes thru collaborationKnowledge comes thru collaboration

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The Ultimate Regional Alliance: The Ultimate Regional Alliance: Forming Regional Clusters Forming Regional Clusters

Centres of Excellence are mostly Centres of Excellence are mostly associated with research onlyassociated with research only

Clusters focus on area of lead-edge Clusters focus on area of lead-edge need, with collaborative public and need, with collaborative public and private sector partners conducting private sector partners conducting research, commercialization and research, commercialization and serving to promote regional economic serving to promote regional economic growthgrowth

Recruitment & retention tie to regional Recruitment & retention tie to regional identity, economic development & identity, economic development & quality of lifequality of life

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The Regional Cluster’s The Regional Cluster’s Ultimate GoalsUltimate Goals

Develop new products and services Develop new products and services which could be exported – creating which could be exported – creating high paying jobs & economic high paying jobs & economic growth for the areagrowth for the area

Synergies for Cluster PartnersSynergies for Cluster Partners

Branding the region to attract Branding the region to attract investment, skilled labour and investment, skilled labour and additional Cluster partnersadditional Cluster partners

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Smart Planning Smart Planning The New Urbanism The New Urbanism

Higher density & diversityHigher density & diversity Walking, biking, public transitWalking, biking, public transit Sustainable with lower ecological Sustainable with lower ecological

footprintfootprint 100 mile rule – farmers’ markets 100 mile rule – farmers’ markets

and urban gardensand urban gardens Friendly, interactive and Friendly, interactive and

community-mindedcommunity-minded Unique identity and sense of placeUnique identity and sense of place

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Promoting a RegionPromoting a Region

Increasingly, not only infrastructure Increasingly, not only infrastructure and business conditions, but and business conditions, but social/quality of life factors are social/quality of life factors are important important

In future, In future, companies will locate where companies will locate where people want to live people want to live

Community health and positive Community health and positive lifestyle offerings will increasingly be lifestyle offerings will increasingly be important to economic healthimportant to economic health

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Aging PopulationAging Population Baby boomers currently 48-68Baby boomers currently 48-68 with peak year at age 53with peak year at age 53 Single parent & blended families are Single parent & blended families are

biggest growing family type – also more biggest growing family type – also more often extended families often extended families

Highly skilled people in their earlier Highly skilled people in their earlier years want action, vibrancy & diversity years want action, vibrancy & diversity

Emerging trend? Baby Boomers & Emerging trend? Baby Boomers & immigrants moving to small towns/rural immigrants moving to small towns/rural – – seeking nature, friendliness, safety & seeking nature, friendliness, safety & good health caregood health care

The future of crime is fraudThe future of crime is fraud

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Customer Perception:Customer Perception:“I’m Not Aging like “I’m Not Aging like

everyone else.”everyone else.” Recent research has shown:Recent research has shown: Boomers generally perceive themselves Boomers generally perceive themselves

as 14 years younger than their actual as 14 years younger than their actual ageage

An example: Gap launched a line of An example: Gap launched a line of clothing for women over 35 – actually clothing for women over 35 – actually over 50over 50

Lifestyles now more important than ageLifestyles now more important than age

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Communication Communication by Generationby Generation

Gen X’s – born ‘65 to ‘80 (34 to 49)Gen X’s – born ‘65 to ‘80 (34 to 49) - less in this group – up against boomer - less in this group – up against boomer

powerpower - weaker job market following the - weaker job market following the

boomers, who also bid asset values up boomers, who also bid asset values up (realists)(realists)

Gen Y’s - born ‘81 to ‘99 (15 to 33)Gen Y’s - born ‘81 to ‘99 (15 to 33) - - grew up in homes with absentee parentsgrew up in homes with absentee parents - great career prospects – they have power- great career prospects – they have power

Both groups are members of the Creative Both groups are members of the Creative Class – less structured, seeking creativeClass – less structured, seeking creativestimulation, want to be involved instimulation, want to be involved indecisions & embrace new technologiesdecisions & embrace new technologies

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The Millennium GenerationThe Millennium Generation

Saw parents’ sacrificesSaw parents’ sacrifices- lifestyle work balance sought- lifestyle work balance sought

Raised with adulation & goodwill Raised with adulation & goodwill – – expect thanks and involvementexpect thanks and involvement

Employers must coach not bossEmployers must coach not boss Have bright employment prospectsHave bright employment prospects

- they’ll walk- they’ll walk Extraordinary Tech SkillsExtraordinary Tech Skills

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Social TrendsSocial Trends Environmental sustainability; connecting Environmental sustainability; connecting

with nature with nature Stress relief; seeking life balanceStress relief; seeking life balance Cocooning: safety & securityCocooning: safety & security Return to family values Return to family values

- Inter-family experiences sought- Inter-family experiences sought The “creative class” seeks vitality The “creative class” seeks vitality

stimulation & is time-challengedstimulation & is time-challenged Caring capitalismCaring capitalism Remote technology Remote technology - - Alternative work styles possibleAlternative work styles possible

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Most ImportantMost ImportantSocial/Cultural TrendSocial/Cultural Trend

The RiseThe Rise

ofof

Individual PowerIndividual Power

ThroughThrough

KnowledgeKnowledge

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ResultResult More demanding, knowledgeable More demanding, knowledgeable

purchasers purchasers Focused need satisfaction strategies are Focused need satisfaction strategies are

the key to success in the new economythe key to success in the new economy Suppliers increasingly are “partnering” Suppliers increasingly are “partnering”

with buyers/client organizations to with buyers/client organizations to achieve need satisfaction – more robust achieve need satisfaction – more robust servicesservices

Effective communication strategies are Effective communication strategies are changingchanging

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Key to Sales SuccessKey to Sales Success

Trust?? Trust?? To a customer, a good sales To a customer, a good sales

transaction is based on their transaction is based on their perception of whether:perception of whether:

The salesperson’s #1 priority is to The salesperson’s #1 priority is to put money in his/her own pocket or put money in his/her own pocket or truly to meet customer needs?truly to meet customer needs?

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Leadership is ChangingLeadership is ChangingOld Old

Management is Management is Control & setting Control & setting rulesrules

COP - MonitorCOP - Monitor Coercion; Top Coercion; Top

Down, Leader Down, Leader DirectedDirected

Total AuthorityTotal Authority Focus on the Focus on the

presentpresent

NewNew Leadership is Leadership is

Motivational & Motivational & guiding valuesguiding values

COACH -InspireCOACH -Inspire Respect, Self-Respect, Self-

management, management, TeamsTeams

Share AuthorityShare Authority Focus on the Focus on the

futurefuture

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From Mass MarketsFrom Mass Marketstoto

Niche MarketsNiche Marketsto ato a

Target Market of OneTarget Market of One

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The 5The 5thth Economy Economy Is Coming…Is Coming…

The Age of InnovationThe Age of InnovationA combination of…A combination of…

DNA DNA ComputerizationComputerization Robotics & Process AutomationRobotics & Process Automation NanotechnologyNanotechnology

Driven by Driven by Customization & Customization & New levels of Customer CollaborationNew levels of Customer Collaboration

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The Information Beast The Information Beast Has Escaped the ZooHas Escaped the Zoo

Microsoft Data predicts the world’s Microsoft Data predicts the world’s information data base will double information data base will double every 7 days by 2020every 7 days by 2020

24/7 communication access24/7 communication access Info attacks us everywhere and Info attacks us everywhere and

anywhere anywhere +4,000 ad messages / day+4,000 ad messages / day We’re Good at Tuning Stuff Out…We’re Good at Tuning Stuff Out…

All communications must be clearer All communications must be clearer and focus on stakeholder needs…and focus on stakeholder needs…

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Better Benefits:Better Benefits: Attract attention in the age of information Attract attention in the age of information

overload – drive brandingoverload – drive branding Our reason for buying anythingOur reason for buying anything Drive motivation & investment Drive motivation & investment Define the value of each step in a process Define the value of each step in a process

Better Benefit delivery Better Benefit delivery is ouris our

collective and individual collective and individual reason for beingreason for being

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Better Benefits:Better Benefits: Reflect a better way of satisfying a Reflect a better way of satisfying a

customer need prioritycustomer need priority Are the keys to establishing Are the keys to establishing

brandingbranding Should reflect the overall Should reflect the overall

organization, but organization, but may vary by type may vary by type of service or client of service or client

Individually, are the route to career Individually, are the route to career successsuccess

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Strategy for $$$$$Strategy for $$$$$Moving from lowest price to providing Moving from lowest price to providing added-value ?added-value ?¤Requires focused better benefit Requires focused better benefit

strategiesstrategies¤ Involves providing specific Involves providing specific high-priority need satisfiers better high-priority need satisfiers better

than competition… andthan competition… and proving it over time… your sellproving it over time… your sell “ “story” or “stories” should reflect thisstory” or “stories” should reflect this

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What Are a Home’s What Are a Home’s Benefit ThemesBenefit Themes??

Safety, security, peace of mindSafety, security, peace of mind Convenience? Travel time to work, school, shopConvenience? Travel time to work, school, shop Active, healthy lifestyle?Active, healthy lifestyle? Connection-to-nature lifestyle? Outdoor living? Connection-to-nature lifestyle? Outdoor living? Serenity? Peace? Spiritual need? (magic sunsets)Serenity? Peace? Spiritual need? (magic sunsets) Aesthetics? Reflecting a certain style/lifestyle?Aesthetics? Reflecting a certain style/lifestyle? Better community experience? For what Better community experience? For what

community? (golf, skiing, other activity? community? (golf, skiing, other activity? Attitude? Ethnic group? Work group? Telework?Attitude? Ethnic group? Work group? Telework?

Elegance? Success? Exclusive to a certain class? Elegance? Success? Exclusive to a certain class? Multi-generational sharing? Multi-generational sharing? Handling special needs? Aging? Health issues?Handling special needs? Aging? Health issues? Better by family style? Singles? Women? Aging?Better by family style? Singles? Women? Aging?

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Broker/Owner Broker/Owner Better Benefits for AgentsBetter Benefits for Agents

What are your clear better benefit What are your clear better benefit promise(s) to Agents? promise(s) to Agents?

- better supports for success - better supports for success - from leads to closing to income- from leads to closing to income- intelligence / learning provided - intelligence / learning provided - unique relationship / satisfaction- unique relationship / satisfaction- unique rewards of the workplace- unique rewards of the workplace- culture that leads to peace of mind- culture that leads to peace of mind- strong values- strong values- community legacy- community legacy

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Process Design Process Design GuidelinesGuidelines

Look forLook for:: Disturbances/problems in the process – Disturbances/problems in the process –

never hand off a problem to the next never hand off a problem to the next stagestage

Redundancies/non-value added hand offsRedundancies/non-value added hand offs Inefficiencies/deficiencies/delaysInefficiencies/deficiencies/delays Does the step add a better benefit or Does the step add a better benefit or

not? Are goals related to need not? Are goals related to need satisfaction measurement?satisfaction measurement?

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The Innovative The Innovative OrganizationOrganization

People understand the total People understand the total systemsystem

Decision making at all levelsDecision making at all levels Information to those who actInformation to those who act No artificial barriersNo artificial barriers Supervisors manage not policeSupervisors manage not police Make jobs to fit strengthsMake jobs to fit strengths Problem solving is sharedProblem solving is shared

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LeadershipLeadership

Common goals are key for team success Common goals are key for team success (managers change from cop to coach; (managers change from cop to coach; need to align goals of the organization need to align goals of the organization with those of each department with with those of each department with those of the individual)those of the individual)

Change Planning involves identifying Change Planning involves identifying bothboth the positives and negatives the positives and negatives

Involve people in the process Involve people in the process Ego-less Management…supporting the Ego-less Management…supporting the

stressed and stressing the positive…stressed and stressing the positive…

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Innovation & SuccessInnovation & Success

Customer FocusedCustomer Focused Creating Sustainable Competitive Creating Sustainable Competitive

AdvantagesAdvantages Continuous ImprovementContinuous Improvement Dynamic LeadershipDynamic Leadership Strong PartnershipsStrong Partnerships Process DrivenProcess Driven Creating Learning Organizations...Creating Learning Organizations...

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In The Future…In The Future…We’ll All BeWe’ll All Be

LLearnearning A Livinging A Living

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Keys to Employee RetentionKeys to Employee Retention

Culture of respect and thanksCulture of respect and thanks Quality direct supervision Quality direct supervision Granting other priorities - family Granting other priorities - family

time - flex work timetime - flex work time Team-based culture - funTeam-based culture - fun Rewards for measured successRewards for measured success Clear vision matched to need Clear vision matched to need

priorities and career goalspriorities and career goals Creative stimulationCreative stimulation Individual impact – local & worldIndividual impact – local & world

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Here’s to your Here’s to your Future Success!Future Success!