Driving a Culture of Change and Innovation in a

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					Driving a Culture of
Change and Innovation in a
Multinational Organization   Susan Evans1 & Cathy Wright
                             1 Evans Incorporated
                             2 International Monetary Fund
           Presentation

l Background situation
l What does a culture of change and
  innovation look like
l How do we get there –macroergonomic
  CAARMA
l Have we succeeded – lessons learned




               ODAM 2008                2
            Situation – pre-2006
l   Multinational financial organization
    l   Until recently, unaffected by external threats to status
        quo, and experienced steady growth
    l   Led by economists
    l   Little reason for change, high comfort level
l   Statistics Department – multilateral statistical
    policy/data collection of internationally comparable
    data for surveillance
    l   Produces monthly, quarterly and annual compilations of
        statistical time series data for global data users
    l   Economists and information management staff
        responsible for data products


                             ODAM 2008                             3
                             Situation – pre-2006
                               Original Practices
                                                                         l   Problems …
                      Statistics Department                                  l   Uneven workload
                                                                             l   Little contact
Country Providers




                         Monetary             Publications
                                                                                 with key users
                    Balance of Payments                          Data    l   Incompatible
                                                                 Users
                                                                             practices
                    Government Accounts

                      Trade Statistics

                       GDP & Prices
                                                                             l   No incentive for
                                                                                 harmonization
                                                                             l   Lack of country
                                                                                 focus leads to
                                                                                 quality problems
                                                             ODAM 2008                              4
             Pre-2006: Topical Focus, Processes
            Duplicated Throughout the Department

                                                             Dissemination             Information            SIMS
                                                               and Client              Management
                                                             Services Team               Support              Domain
                                                                                          Team

                                                             Dissemination




  B1 and B2         F1 and F2                   GO                           RE                DD
Data Coll & Proc   Data Coll & Proc       Data Coll & Proc         Data Coll & Proc

    Metadata          Metadata                Metadata                 Metadata              Metadata

  Methodology       Methodology             Methodology               Methodology

   Validation         Validation             Validation                Validation

 Dissemination      Dissemination          Dissemination             Dissemination

  TA, ROSCs          TA, ROSCs               TA, ROSCs                TA, ROSCs             TA, ROSCs


                                                ODAM 2008
                                      Topical Data Divisions                          Non-topical Divisions       5
                Incentives to Change
l   External factors
     l   Reassessing organization’s
         priorities, budgets                                                                         n
                                                                                                  tio
         Products critiqued for relevance,




                                                               Bu
     l                                                                                         cta




                                                                               HR
                                                                 dg
                                                                                             pe
         quality, timeliness, support                                                      Ex




                                                                   et
                                                                                        er
                                                                                      Us
     l   Increased competition and
         availability of free data                      Internal         Statistics
    Internal factors                                    Users                           IT Trend
l                                                                                                  s

     l   Department reevaluating its




                                                                                 Co
                                                                vid m
         relevance to organization, and




                                                              ro fro




                                                                                   un
                                                                     s
                                                                   er
                                                            lP n




                                                                                     try
                                                          na titio
         facing ongoing resource cuts




                                                                                       Pro
                                                       ter pe
                                                     Ex om




                                                                                          vid
     l   New IT for managing time series

                                                        C




                                                                                             ers
         data accompanied with staff cuts
         based on promised efficiencies
     l   Increasing access to data surfaces
         inconsistencies and demands more
         timely data release

                                         ODAM 2008                                                       6
        What does a culture of change
          and innovation look like

l   Heightened awareness of the need to
    change
l   Collective focus on improving
    outcomes and making work better
l   Willingness to discard past practices
l   Culture that encourages learning and
    trying new ways without fear of
    punishment
l   Resources and support at all levels
                      ODAM 2008             7
         What does a culture of change and
        innovation look like – how we looked


l   Heightened awareness of the need to
                                            Medium
    change
l   Collective focus on improving           Medium
    outcomes and making work better
l   Willingness to discard past practices    Low

l   Culture that encourages learning and
                                            Medium
    trying new ways without fear
l   Resources and support at all levels      High



                      ODAM 2008                      8
        How do we get there –
          [good] CAARMA
l   Communicate
l   Align the
    organization to
    meet goals            COMMUNICATE
l   Assign roles and
    responsibilities        Align    Assign      Redesign   Monitor
    and allocate staff
l   Redesign                                  Adjust
    processes and
    supporting
    technology
l   Monitor
l   Adjust
                         ODAM 2008                                    9
                                          COMMUNICATE


         Communicate

l   Engaged staff and management
    l   Answer WHY change?
    l   Help them to see the challenge
    l   Listen to their concerns moving forward
l   Engaged the customers
    l   Elicited input through dedicated contact
    l   Invited to speak at division kickoff/retreat
    l   Effective at influencing vision and adopting client-
        focused mindset
l   Ongoing effort to minimize resistance
                           ODAM 2008                           10
                                           COMMUNICATE
        Align Vision and                   Align



             Goals
Vision                            Division Goals (Selected)
l … Through data and              l Leadership in best
   metadata products and              practices
   services, be recognized        l Quality-focused products
   both within and
   outside the Fund as the l Outward facing
                                      partnerships
   preferred source of
   {quality} macroeconomic        l Increase knowledge and
   and financial data and             expertise
   metadata.                      l Replace process
l In achieving this vision,           differences and biases
   STA will model best                with collaboration and
   practices in the                   standardization
   management and
   dissemination of this
   information.             ODAM 2008                        11
                      Spring 2006: First Steps Towards
                               a Process Focus
                                              Statistical Information Management Section

  Country                  Data Acquisition                                            Publications      IT Systems
   Data                         Team                                                  Dissemination       Support
                                                                                      and Outreach         Team
                                                                                          Team
                           Data Processing                                            Public ations

                                Country
                                 Focus




   BOP- B1         BOP-B2           FID-F1             FID-F2              GO                RE             DD             CR
Data Processing                 Data Processing                     Data Processing Data Processing       Metadata        Metadata
                                                                                                         Processing      Processing
                   Metadata                            Metadata        Metadata           Metadata

                  Methodology                        Methodology     Methodology        Methodology

  Public ations                   Public ations                       Public ations      Public ations

                  TA, ROSCs                           TA, ROSCs       TA, ROSCs          TA, ROSCs       TA, ROSCs       TA, ROSCs

                                                  Topical Data Divisions                                  Non-topical Divisions

                                                            ODAM 2008                                                             12
                  Spring 2007: A Full Process Focus

                                         Statistical Information Management Division
                 Data Acquisition       Data Validation        Metadata and            Dissemination     IT Systems
Country                                  and Review           Quality Assurance        and Outreach       Support
 Data                (Team)                 (Team)                 (Team)                  (Team)          (Team)

                          Country              Sector              Country and
                           Focus               Focus               Sector Focus




                      Country                                           Info support       Statistics
                      Profiles                                          For ROSCs,          Portal
                                                                           DQAF


  BOP- B1      BOP-B2               FID-F1              FID- F2              GO                RE            DD              CR
  Metadata     Metadata             Metadata            Metadata          Metadata           Metadata     Metadata         Metadata
                                                                                                          Processing      Processing
Methodology   Methodology        Methodology       Methodology          Methodology        Methodology

 TA, ROSCs    TA, ROSCs          TA, ROSCs         TA, ROSCs             TA, ROSCs         TA, ROSCs      TA, ROSCs       TA, ROSCs


                                                Topical Data Divisions                                      Non-topical Divisions

                                                             ODAM 2008                                                              13
                                                COMMUNICATE
           Assign Roles and                     Align   Assign


            Allocate Staff

l   Develop position descriptions for team leads and key
    staff levels
    l   Defined responsibilities and accountability
    l   Increased emphasis on liaising outside department
    l   Assigned responsibility for all country data
l   Allocate staff through behavior based interviews
    l   Seek candidates willing to drive change and work
        collaboratively
l   Establish team boundaries for handoffs
    collaboratively with stakeholders
l   Develop professional and technical training plans
l   Communicate, coach, and provide individual and
    team recognition
                              ODAM 2008                          14
                                                       Redesign                                                                    COMMUNICATE
                                                                                                                                   Align   Assign   Redesign


                                                       Processes
                    Statistical Information Division
                                                                                                                           l   Shift from data domains to
                                                                                                                               country/regional processing
                                                       Government Accounts
                                 Balance of Payments




                                                                                                                           l   Change from calendar-
                                                                             Trade Statistics


                                                                                                GDP & Prices
                                                                                                                               driven cycles to continuous
                                                                                                                               processing
                      Monetary




                                                                                                                               l   Process data on receipt
Country Providers




                           European                                                                                        l   Heightened need for
                            African                                                                              Data          harmonized practices to
                          Asia/Pacific                                                                           Users         meet performance goals
                        No/So American                                                                                     l   Best practices emerged,
                         Central Asia                                                                                          along with consistent
                                                                                                                               documentation and training
                                                                                                                               materials


                                                                                                               ODAM 2008                                       15
                    Monitor and
                                                           COMMUNICATE
                                                           Align   Assign   Redesign   Monitor


                      Adjust                                            Adjust




l   2-stage implementation with              l     In 2008…positioned to minimize
    full launch in 2007                            dip in performance against
l   Ongoing training                               backdrop of continuous change
     l   1 on 1 leadership coaching
     l   Team building and building
         trust
l   Set goals and measure
    performance
     l   Communicate expectations
         and hold people accountable
l   Success – measured by
    improved quality, timeliness,
    throughput, and reduced
    processing time


                                       ODAM 2008                                            16
          Have we succeeded -
            Lessons Learned

l Challenge of culture shift
l Fallacy of assuming leadership skills
l Challenge of focus on innovation
  against backdrop of continuing budget
  cuts




                 ODAM 2008                17
        Have we achieved a culture of
          change and innovation?

l   Heightened awareness of the need to      High

    change
l   Collective focus on improving            High
    outcomes and making work better
l   Willingness to discard past practices    High

l   Culture that encourages learning and
                                            Medium
    trying new ways without fear
l   Resources and support at all levels      High



                      ODAM 2008                     18
    Goals of STA Organization Change
         Management Initiative

      Better service        Improved              Improved
                         country provider           data
         to data
                            relations √            Quality √
        users √



                         Improved data
    More                  and metadata                  Better
cost-effective          management in                structured
 data work in           STA and the IMF                 career
  the IMF √                                          opportunity
                         more generally




       Improved        Better documentation,     Enhanced
      management          storage, access         analytical
         of data         control, archiving     capacity—”all
      processes √        of Fund datasets      about” analysis

                          ODAM 2008                                19
    Overcoming resistance to change


Prevailing sentiments
l Fear of change and new roles
l Fear of accountability
l Anticipation of new opportunities
Overcoming resistance
l Communicate, communicate, communicate
l Focused working groups
l Departmental collaboration
l Staff retreats and training
                 ODAM 2008                20
Questions?




   ODAM 2008   21