個案資料

Transformation is a preoccupation of corporate leaders like never before, creating a wave of multi-million-dollar organizational change programs. But as more companies decide to radically rewrite their business and operating models, as well as inject critical change into their underlying business, technology, and people strategies, the results are less inspiring. While many factors are at play, the essential elements of impactful transformation are effective leadership, vision and implementation. This article describes these principles in terms of the author’s recent change engagement with McCarthy Tétrault LLP, a 160-year-old law firm known as an industry poster child for modern customer service. <br><br> During the change initiative, the key components of leadership were quiet leadership, strong and supportive leadership, leadership that’s set up for success, and leadership that’s united as a team. Effectively establishing and communicating a new vision was broken down into balancing data and human insights; driving vision down to the details; and creating a new vision-supporting culture. Finally, the following best practices were key to implementing the change initiative: defining accountability and responsibility; introducing project management discipline; and planning to communicate and celebrate. Besides a communication plan, successful corporate transformations require a detailed celebration and recognition program to ensure that significant individual and team efforts are acknowledged. The principles of effective transformation ask three questions: What exactly do you want to accomplish? Who will lead the change program and how will they do it? How will you keep everything on track?

• Change management
• performance improvement
• service optimization
• legal services