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Change Management

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With over 20,000 volunteers and 200 branches, Samaritans is a charity working across the UK and Ireland to offer round the clock emotional support for people who are struggling to cope with life’s challenges. Samaritans’ vision is that fewer people die by suicide and to make this vision a reality, Samaritans answers a call for help every six seconds and campaigns to make suicide prevention a national and local priority. When we think of essential…

Our lives, personal and professional, have been forever changed over the course of the last couple of months as we’ve grappled with COVID-19. As I’ve spoken with service leaders about what this crisis has meant for them and for their organizations, what I’ve taken away from those conversations is that while this situation is most certainly devastating and unfortunate, there are aspects of how service organizations are being forced to react that will result in…

 Kevin Starr, Program Manager Advanced Services – Oil, Gas, and Chemical Division at ABB talks with Sarah about the concept of “refactoring” field service – discussing ways organizations need to evolve to keep pace with change, particularly as we recover from COVID-19.    

Park Place Technologies (PPT) has provided third party management of IT data center equipment since 1991, currently operating in 58,000 data centers in more than 150 countries. The company strives to simplify the management of complex hybrid environments to maximize uptime, improve operational speed and accelerate business transformation for its customers. As companies pivot to remote work as a result of COVID-19 restrictions, their reliance on technology infrastructure is even greater. So too, though, are…

As commerce slowly begins to open up, serviceable assets, many of which have been sitting dormant for two months or longer, will again enter an active state, and certainly there will be an influx of field service needs to accompany them. To navigate a sudden surge in business, organizations will need to think on their feet, make smart personnel decisions, and plan, schedule, and route with finesse. Doing that alone is fine, but doing that…

You’ve spent years, maybe decades, working to develop and hone your leadership skills. You educate yourself in order to continually improve, you find effective ways to keep yourself motivated in order to impactfully lead, and you seek leadership tactics to fit the breadth of your employees’ needs. You fall into a rhythm and gain confidence in your leadership style and skill. Then, one day, everything changes. Not only do working conditions almost instantly transform, but…

I am very fortunate to have one living grandparent: My maternal grandfather. A musician, former public school teacher, and town historian, Grampy is a true renaissance man. Even as he tiptoes towards triple digits (though he’d be quick to say he’s not THAT close) he’s taking on new projects. His recent fixation, at least over the course of the last decade or so, has been the digitalization of every old, brittle piece of paper in…

Many leading service organizations have been on a digital transformation journey for some time – those companies have been well-positioned to quickly build upon their efforts to react to these new and challenging circumstances. Other service businesses, however, have been dragging their feet a bit when it comes to embracing the potential that digital holds. Those laggards are now turning to digital transformation in an effort to survive the global pandemic and, in doing so,…