The Day the Meerkats Took Over (and My Career Took New Flight!)
So, picture this: In the old normal (before the pandemic), a manufacturing company on a roll, crushing it with a 40% increase in turnover. Our team was like a Swiss Army knife, capable of handling just about any challenge that came our way, and where there challenges? Oh, yes a new one each day. As the HR and QMS Manager, I was proud to lead such a talented and dedicated group. Together, we were the architects of this transformation.
But amidst the good news, a storm was brewing – a change campaign for implementing ISO 9001:2015. Think square pegs and round holes, I mean who on the shop floor loves changing the way they’ve always produced a part or having to complete change request forms each time an procedure or technical spec needs to change when it was 100% do do do for years. Classic case of "That’s Not How We Do It Here!" by Prof John Kotter.
Here’s the thing, folks. Change isn’t about the process, it’s about the people. You can’t shove a new system down someone’s throat and expect them to cheer. Well, you could but anticipate a few “boos" from the audience. You gotta understand their fears, their doubts – their inner resistance throwing a tantrum like a toddler in a supermarket. In this case they’re not naughty. They’re just human. And a human response is just about the only approach that’ll generate results.
But there’s something deeper at play. Have you ever wondered why we often react to change with fear or resistance? It’s not just about our thoughts and beliefs; it’s also about our biology. Our brains are wired for survival: when we perceive a threat (like change), our bodies activate the "fight-or-flight" response. This is a natural reaction, but it can hinder our ability to embrace and adapt to new challenges. Understanding this biological response is crucial for successful change.
Ever tried training a meerkat to climb a tree? You can’t just tell them to do it; you need to understand their natural instincts and provide the right tools and support.
This is where leadership and change facilitators play a vital role. By understanding the biological response to change, they can create a supportive environment that helps employees navigate the challenges and embrace the opportunities.
So, here’s what we did:
Aligning Work to Strengths:
Identified strengths through observation, informal discussions and personality assessments. Created a "strengths profile" for each team member.
Empowered the shop steward with QMS training and a compliance role to assist operators in understanding and completing process-related documents. This lay a foundation for trust to blossom and increased adoption from the bottom up. It was easier for the resistant workforce, which was roughly 60% of the people, to adopt because they knew and respected her.
Kotter for the Win: Everyone on the management team got a turn to read Kotter's book. We could spot the "fight-or-flight" folks a mile away – the ones crafting excuses more elaborate than a Hollywood set. (Think smoke and mirrors, but with spreadsheets.) Their resistance taught us valuable lessons about the human side of change. We learned to empathise with their fears and address them proactively.
Agile Approach: We borrowed from agile project management, implementing daily scrums at 10:30 AM in the production area. This ensured managers were involved and provided a platform for open communication. For line supervisors, we held hourly whiteboard sessions to discuss takt time, line balance and employee relations matters.
Auditor All-Stars: We trained our internal auditors like champions preparing for a marathon. No jumping into the deep end here!
Practice Makes Perfect: We did practice rounds, ironing out wrinkles and building confidence.
And guess what? It worked! Not only did we successfully implement the system, but the company continued to thrive. It was a testament to the power of understanding people, nurturing their strengths, and leading with a clear vision (and maybe a little inspiration from some rebellious meerkats!).
The story gets even wilder. Inspired by Nadia (a featured character in the fable), I decided to invest in early adopters. Yep, you heard that right – I bought them wooden meerkats at a market in Stellenbosch and while it’s 6 years later I still have a tough time walking past them! Adorable little bundles of change-loving energy.
Now, here's the real kicker: my path to becoming a Certified Reinvention Practitioner (change specialist) led me to the Reinvention Academy headed by Dr. Nadya Zhexembayeva. Talk about a coincidence! It seems my journey with change and Nadia's spirit were destined to meet. (See, I told you the story gets wild!)
Dr. Kotter's book also highlights the crucial difference between leadership and management. Both are vital, especially during transformation. You need the vision of a leader and the structure of a manager to navigate the winds of change.
Want to learn more about Kotter’s insights? Check out this video here: https://youtu.be/ewAAK06JrSQ
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