7-11的变革管理 Accenture

1、統統一超商流通次集一超商流通次集團團人人資資共享共享組織組織及管理系及管理系統導統導入入專專案案變變革管理革管理執執行建行建議議January 8th, 2002 Accenture, All Rights ReservedI.I.變變革管理的目革管理的目標標II.II.變變革的策略革的策略與與方向方向III.III.變變革行革行動動方案方案IV.IV.時間與時間與人力需求人力需求目目錄錄1 Accenture, All Rights Reserved人力人力資資源源共享共享組織組織願願景景人力人力資資源源共享共享組織組織願願景景，必必須須能符合集能符合集團團化化資資源共享的目源共享的目標標，

2、同同時時引引導導人人資資流程流程設計設計和系和系統統功能功能導導入的工作方向入的工作方向。人力人力資資源源共享共享組織組織願願景景： 提昇人力資源團隊之專業能力，矢志成為集團營運經營之策略伙伴。 於集團中扮演變革種子的角色，促進與協助集團變革。 培養集團人力資源，提昇集團核心競爭力，以符合事業發展需求。 激發員工工作士氣與潛能，從而提昇工作滿意度與績效。 藉由人力資源制度與流程的標準化，及導入資訊科技，並不斷改善服務品質和模式，達到成本降低與管理效益的提升。共享組織提供卓越服卓越服務務，以協協助各助各關係關係企企業創業創造造績績效效。共享組織並致力整合具具綜綜效的功能效的功能追求服服務務品品質

3、質和營運營運模式不模式不斷斷的改善的改善，以降低次集團整體營運營運成本成本和創創造利造利潤潤的目標。 共享共享組織願組織願景：景：To be To be replaced with replaced with FIN visionFIN vision Accenture, All Rights ReservedQUANTUMLEAPImmediately, we must get off the launch pad by: Communicating the vision and objectives for 7-11 Building ownership and sponsorship t

4、hroughout the organization. Identifying impacted groups and individuals Building leadership within the business unitsIn the next seven months, manage the change journey by: Defining the role and responsibility changes Recommending workflow and workgroup organization changes. Keeping impacted individ

5、uals informed and smart Broadening and deepening ownership of the changes Providing training and education that enables people to achieve the results they desire. Building an infrastructure that rewards peak performance from everyoneEstablish interim orbits and provide: The basis for continuous mome

6、ntum toward the business goals The tools for people to continue to learn and set new goals for themselves明明確確的目的目標與標與行行動動方案是方案是確確保保變變革成功的重要因素之一。革成功的重要因素之一。願願景景對變對變革管理的要求革管理的要求3 Accenture, All Rights ReservedI.I.變變革管理的目革管理的目標標II.II.變變革的策略革的策略與與方向方向III.III.變變革行革行動動方案方案IV.IV.時間與時間與人力需求人力需求目目錄錄4 Accentu

7、re, All Rights ReservedChange Management ProgramTraining and EducationStrategyOrganizations &RolesStrategyCommunicationStrategyLeadership &OwnershipStrategyIT, Business Processes, Policy, Roles, and Competency Training materialsRecommendations for new roles, performance measures, responsibil

8、ities and work group structuresGroundsetting Information, Announcements, and Updates via a variety of vehicles A network of leaders and sponsors to assist everyone in making the transitionAccurate updates of where and how the changes are impacting the organization 變變革管理的策略革管理的策略就本就本專專案而言，我案而言，我們認為變們

9、認為變革工作革工作應應由由領導領導、組織與組織與工作、培工作、培訓訓以及以及溝溝通四通四個個部份切入。而每部份切入。而每個個部份都部份都應擬應擬定明定明確確的的執執行策略行策略與計劃與計劃，以，以做做為變為變革革時時期的重要的指期的重要的指導導原原則則。5 Accenture, All Rights ReservedCHARACTERISTICS123456789101 AMOUNT 2 SCOPE 3 TIME 4 TRANSFERABILITY 5 PREDICTABILITY 6 ABILITY 7 WILLINGNESS 8 VALUES 9 EMOTIONS 10 KNOWLEDGE

10、 11 BEHAVIORS 12 LOGISTICS 13 ECONOMICS 14 POLITICS IIIIIILow RiskCautionHigh RiskOpportunityDangerWe shouldDeliver.Building leadership and ownership for 7-11 at all levels in the organization through a network of cascading sponsors committed to the success of 7-11.Cascading SponsorshipAssessing the

11、 impact of 7-11 and helping sponsors manage resistance to change. This program will be overseen through quarterly assessments and recommendations of opportunity and risk .Impact Assessment/RecommendationsqPlan for implementing leadership and ownershipqActivities for implementing cascading sponsorshi

12、pqNetwork and infrastructure within which the cascading sponsors operate and communicateqOrientation and periodic education and status sessions with sponsorsqPeriodic assessment of opportunities and risks in the organization.變變革管理的革管理的機會機會領導領導方面方面在在領導領導方面，方面，變變革管理的目的在於取得整革管理的目的在於取得整個組織個組織的的領導階層領導階層的

13、全力倡的全力倡導與導與支持。支持。DefinitioDefinition nDefinitioDefinition nDeliverabDeliverablesles6 Accenture, All Rights ReservedWe should Deliver.qOrganization/Job Redesign planqRecommendations and tools for implementing changes within an organization to optimize the benefits of Shared ServiceqRoles and responsi

14、bilities for people in a SS organization to play which are necessary to successfully implement processes and IT system. qMeasures of performance based on the roles and responsibilitiesqAssessment of the impact that organizational/role changes will have on the jobs of the people within an organizatio

15、nqPacket of information for each role which brings together a definition of the role, its responsibilities, performance measures, skills, etc. qTools which will help managers identify which roles will be associated with the jobs of the people in their organizationqPacket of information which consoli

16、dates all Organization/Job Redesign program deliverables.The Organization/Job Redesign program will identify the organizational and job implications of the Share Service Finance Organization, processes and IT system. At one level, this includes analyzing the overall structure and workflows associate

17、d with each department and making recommendations for changes to achieve the benefits of Shared Service Organization. At a more detailed level, this involves identifying the functions people will have to perform around processes and IT and making recommendations for how this may be implemented perso

18、n by person as people are associated with the roles they will play. 變變革管理的革管理的機會機會組織與組織與工作方面工作方面DefinitioDefinition nDeliverabDeliverablesles在在組織與組織與工作方面，工作方面，變變革管理的主要目的在於使革管理的主要目的在於使員員工了解共享工了解共享組織組織、流程流程及系及系統導統導入後入後對對他他們們工作的影工作的影響響及可能有的改及可能有的改變變。7 Accenture, All Rights ReservedWe shouldDeliver.qTra

19、ining and Education Strategic PlanqTraining Requirements MatrixqCurriculum PlanqCost model and Tradeoff AssessmentqMedia StrategyqTraining DocumentationqTraining programqRollout Logistics programqMeasures of Success programThe Training and Education strategy addresses the range of needs brought on b

20、y the Business Systems Replacement Project in the area of training, educating and reskilling the workforce to effectively operate with the new business systems and the redesigned business processes. This strategy ensures that 7-11 employees are enabled with the knowledge, skills and procedures for a

21、ll areas impacted by the change.變變革管理的革管理的機會機會培培訓訓方面方面DefinitioDefinition nDeliverabDeliverablesles在培在培訓訓方面，方面，變變革管理的主要目的在於使革管理的主要目的在於使員員工取得工作改工取得工作改變變後所需的後所需的知知識與識與技能，以便技能，以便順順利利轉轉型。型。8 Accenture, All Rights ReservedWe should Deliver.qCommunication Strategic PlanqCommunication ToolkitqGeneric Groun

22、dsetting Communication PackageqOfficer/Manager PackageqCommunication Program Evaluation Toolq7-11 Grapevineq7-11 Newsletterq7-11 Update Video Segmentq7-11 Week articlesThe Communication strategy addresses the range of communication needs brought on by the Business Systems Replacement Project. This s

23、trategy ensures that 7-11 employees are informed of the overall mission and objectives, the critical dates and events on the timeline, and those events and changes that will directly affect them and their jobs. 變變革管理的革管理的機會機會溝溝通方面通方面DefinitioDefinition nDeliverabDeliverablesles在在溝溝通方面，通方面，變變革管理的主要目的

24、在於即革管理的主要目的在於即時時提供提供並並管理各管理各種與專種與專案推案推動動有有關關的的訊訊息。使息。使員員工在一工在一個開個開放的放的環環境下境下隨時隨時得到正得到正確確且一致的且一致的訊訊息。息。9 Accenture, All Rights ReservedI.I.變變革管理的目革管理的目標標II.II.變變革的策略革的策略與與方向方向III.III.變變革行革行動動方案方案IV.IV.時間與時間與人力需求人力需求目目錄錄10 Accenture, All Rights ReservedFinalize Cascading SponsorshipDefine Leadership R

25、oles and ResponsibilitiesDefine Leadership Expectations and Performance MeasuresConduct Sponsor and Transition Agent Orientation SessionsComplete First Cycle of Impact AssessmentProduce Impact Assessment ReportCreate Orientation Education Packets for Transition Leaders/ Site LeadersTransition Leader

26、/ Site Leader Orientation SessionsDesign Quarterly Education/Update SessionsApply Infrastructure to Cascading ModelsComplete Quarterly Impact AssessmentReport on Quarterly Impact AssessmentComplete Quarterly Leadership AssessmentReport on Quarterly Leadership AssessmentConduct Quarterly Education/ U

27、pdate SessionsComplete Quarterly Impact AssessmentReport on Quarterly Impact AssessmentComplete Quarterly Leadership AssessmentReport on Quarterly Leadership AssessmentConduct Quarterly Education/ Update SessionsDesign / Begin Monthly Status Meetings with Sponsors Leadership/ Ownership Strategic Pla

28、n Definition of all leadership roles and responsibilities Transition Agent Orientation Impact Assessment Report Transition Leader/ Site Leader Orientation Sessions Monthly Transition Agent status meetings Quarterly Impact Assessment Report Quarterly Leadership Assessment Report Quarterly education/u

29、pdate meetings Quarterly Impact Assessment Report Quarterly Leadership Assessment Report Quarterly education/update meetingsAprMayJuneJanFebPrincipal Products進進行方式行方式領導領導方面方面在在領導領導方面，方面，變變革工作革工作將將包括包括Mar11 Accenture, All Rights ReservedComplete Department Impact AssessmentAssess Who/Where processes

30、are being performed“To Be” Organizational PictureIdentify “To Be” RolesOutline the key changes for each roleDefine/draft template for role packetsDesign Responsibilities Associated with RolesDefine Performance MeasuresDesign Role PacketsDesign Organization Change RecommendationsDesign Role Mapping T

31、oolsFinalize the “To Be” rolesDevelop Management Implementation ToolkitFinalize Organization Change Recommendations PacketsFinalize the Role PacketsComplete Job Impact AssessmentAssist in implementation of Organization Change Recommendations Distribute Management Implementation ToolkitOrient and tra

32、in cascading sponsorship Organization/ Job strategic plan Assessment of areas of high, medium, and low impact “To be” organizational picture “To be” roles and responsibilities “To be” performance measures Role packets for all “to be” roles Organization change recommendations packets Job Impact asses

33、sment report Management Implementation Toolkit Implementation of role mapping and “to be” recommendationsPrincipal Products在在組織與組織與工作方面，工作方面，變變革工作革工作將將包括包括進進行方式行方式組織與組織與工作方面工作方面AprMayJuneJanFebMar12 Accenture, All Rights ReservedPerform Audience AnalysisPerform Business Process AnalysisConduct Focus

34、 GroupsExecutive InterviewsTraining Documentation PlanningDesign Media TemplatesIdentify Training Available InternallyIdentify External Providers for TrainingTailor Courses to 7-11s training requirementsDevelop custom courses for courses not found internally or externallyDeliver TrainingTrainer Admi

35、nistrationStudent AdministrationClassroom AdministrationEstablish Help DeskCreate Expert User programDevelop Job AidsProvide On-Line Help TrainingCurriculum DefinitionMedia DefinitionRun Cost ModelContract with VendorsDesign Custom CoursesIdentify Training Needs not available externally or internall

36、yMeasure Performance Training Requirements Matrix Curriculum Plan Media Strategy Cost Model Media Standards Training Documentation Training Courses Rollout Program Performance Measurement ToolsPrincipal Products在培在培訓訓方面，方面，變變革工作革工作將將包括包括進進行方培行方培訓訓式式領導領導方面方面AprMayJuneFebMar13 Accenture, All Rights Re

37、served7-11 News7-11 Grapevine Q&A7-11 Week BroadcastTechnology ConnectionOn-going: Best Q&A.On-going Q&AOfficer/Manager ReportProject rollout and training strategy.1996 Budget implementation strategy. Training planning and role mapping.Rollout strategy update, and how to work during IT r

38、ollout. System test update.Rollout and training preparations update.Budget Planning and Cost Center Structure. Project Tracking.TA/SL Seminar. Budget Coordinator Training. Small $ procurement. Roll mapping.Update: first half. Roll-out update. Training schedule, logistics. TA/SL roles. Key dates.Inpu

39、tting 96 budget in IT. A look at end-user training (training calendar of events).Roll-out update. Calendar of events.System testing update. Roll-out update. Working during IT roll-out.Project Overview and DemoImplementationTraining Rollout7-11 Article - Budget Implementation7-11 Supplement - IT Impl

40、ementation7-11 Activities/MilestonesStandard Costing & Core Concepts-Presentations/MeetingsUser Demos-Overview of ProcessesBusiness Planning (Budgeting)-Training, ImplementationOverall Training StrategyConceptual TrainingBusiness SimulationFunctionalProcess在在溝溝通方面，通方面，變變革工作革工作將將包括包括進進行方式行方式溝溝通方面

41、通方面AprMayJuneJanFebMar範範例例說說明明14 Accenture, All Rights ReservedSteering CommitteeTAs/SLsOfficers/ManagersPower Users- BudgetPower Users- CAPower Users- LogisticsPower Users- HR/PRLead officers to support role mapping and Budget implementation.Lead area Budget implementation.Sell need for concept and

42、 process training to Business Units. Testimonials.Lead officers on the need for 7-11 and training.Lead officers and monitor rollout in Business Units.SCN briefing on 7-11 overview and rollout. Sponsor training beta.Advocate in CEOA and SCN for 7-11 rollout.Direct TA/SL Seminar to rollout Managers To

43、olkit. Implement local roll mapping strategies.Schedule field presentations. Facilitate BU Std. Cost course. Complete roll mapping.Lead local Budget implementation. Facilitate review of role mapping/training plans.Track Budget implementation.Schedule Manager conferences.Complete training plans.Help

44、7-11 monitor rollout in Business Unit.Develop TA/SL training rollout meeting. Schedule SCN on rollout.Schedule delivery of SCN on 7-11 rollout.Attend Budget Power User kick-off, train-the-trainer course. Schedule training.Provide BU Budget training. Coordinate implementation planning with SL.Resolve

45、 implementation problems. Provide make-up training sessions.Assist TA/SL implementation planning.Participate in lessons learned session for Manager conference.Assist general rollout in Business Unit.Plan and roll out secondary training.Provide testimonials for 7-11 rollout on SCN.Attend TA/SL rehear

46、sal for project overview.Attend BU Standard Costing course.Participate in kick-off meeting. Help construct Basic Concepts presentation.Attend BU course on Basic Concepts in 7-11.Participate in concept and process training.Help coordinate training scheduling with Site Leaders.Provide training and imp

47、lementation help.Attend CA Train-the-Trainer course.Help design secondary training and plans.Participate in Power User orientation.Participate in Logistics training.Help coordinate training scheduling with Site Leaders.Provide on-going Logistics training.Participate in Train-the-Trainer sessions.Pro

48、vide implementation support.Participate in Power User orientation.Participate in HR/Payroll training.Help coordinate training scheduling with Site Leaders.Provide on-going HR/Payroll training.Participate in Train-the-Trainer sessions.Provide implementation support.Help implement local role mapping strategies.Attend BU Std. Costing course. Monitor role mapping progress and review results.Monitor Budget training/ implementation. Review of role mapping/trai