From Singapore, where I resided some 3 decades ago, I knew Penang as a serene and charming little fishing village adorned with elegant colonial residences, modest tea shops, and rickshaws moving villagers here and there. This quaint ambiance seemed too slow for my taste then. That was my Penang when I arrived 7 days ago.
In the ever-evolving business landscape, digital transformation is no longer just a buzzword. It is a strategic imperative. COVID-19 underscored the need for digital adaptation pushing organizations to reconsider their operational paradigms. As businesses embark on their transformative journeys, they often face a crucial decision: Should they opt for incremental changes or take the plunge into a radical transformation? Let's look at the nuances of both through the OD lens.
The Divergence
Incremental change is akin to fine-tuning. It involves making small adjustments to existing processes, systems, or structures. It's like renovating a house room by room while still living in it. In contrast, transformative change is a paradigm shift. It's tearing down the old house and reconstructing it from the floor up. While incremental changes focus on efficiency and optimization, transformative changes aim at redefining the very core of an organization.
In the digital realm, incremental changes might involve adopting new software, streamlining communication channels, or enhancing cybersecurity measures. These changes are manageable, less disruptive, and allow for a gradual shift. However, they might fall short in addressing the seismic shifts required in today’s business ecosystems, stressful market patterns and technology disruptions.
The departure immigration form is now electronic, eliminating paper usage. Individuals with disabilities (PWDs) can have their assistance attendant fill out the form using the passport details. While being paperless is a nice incremental improvement, a transformative and more efficient solution would have been just passport scanning via the phones.
Take the "back to office" post-COVID scenarios. An incremental approach might involve introducing collaboration tools and hybrid work models. These changes are essential, but may not be sufficient to adapt to the profound shifts in employee expectations and the evolving nature of work.
Transformative Change
In transformative change, OD plays a pivotal role in aligning people, processes, and culture with the overarching digital strategy.
Cultural Shifts: Transformative change demands a cultural metamorphosis. OD professionals work to create a culture that embraces innovation, risk-taking, and continuous learning. So if an organization aims to transition from traditional hierarchies to a more agile structure, OD interventions might include leadership development programs and team-building exercises that foster collaboration.
Engaging Stakeholders: In transformative change, engaging stakeholders is a strategic imperative. This means not just informing but involving employees at every level. OD methods like action learning, agile, process discoveries among others can be employed to engage employees in co-creating solutions. This ensures that the change is not imposed. It is embraced.
Skill Development: The digital era demands new skill sets. OD specialists assess the existing skill gaps and design training to equip employees with the competencies needed for the digital age. This could involve upskilling in data analytics, fostering digital literacy, or enhancing agility.
Agile Processes: Traditional, linear processes often hinder transformative change. OD promotes the adoption of agile methods that allow for iterative development and quick adaptation to changing circumstances. This is particularly relevant in the context of digital transformation, where technologies and market dynamics evolve rapidly.
The Penang Malls feature a zero-queue payment system. I thought of the challenges faced by seniors and PWDs during the holiday shopping here. Despite CCTV surveillance by the OD professionals, the system is still short of being delightful. Shopping for 1-hour and then waiting in a boring queue for 2 hours to pay is not a good reward for shopping. The proposed solution: Add 2 more chairs to the seniors' queue line. An incremental solution to a transformative change opportunity. Happy Christmas shopping seniors!
In a post-pandemic "back to office" scenario, a transformative approach might involve not just redesigning physical workspaces but fundamentally reimagining the nature of work. OD interventions could include designing flexible work schedules, promoting a results-oriented hybrid work culture, and leveraging technology to enhance collaboration irrespective of physical proximity. Its not about merely using digital devices. It’s a shift in mindsets. What used to be boringly routine before is replaced with a new and smarter ways of today.
The Delicate Balance: Change and the Status Quo
Navigating the thin line between maintaining the status quo and instigating change is a tightrope walk for any organization. While stability provides a sense of security, clinging onto outdated practices can stifle innovation and render an organization obsolete.
Maintaining certain aspects of the status quo is essential for stability and continuity. For example, established ethical values and a customer-centric focus should remain constant. However, organizations must be vigilant not to confuse stability with stagnation.
In the "back to office" context, retaining a sense of community and corporate identity from pre-pandemic times is crucial. However, a blind adherence to the traditional office model without acknowledging the benefits of remote work could lead to talent attrition and hamper organizational agility.
Post-COVID "Back to Office" Dilemma
Consider a company where employees thrived during the remote work mandate. A transformative change might involve reimagining the office space not as a mandatory daily destination but as a hub for collaboration and innovation. This could mean embracing a hybrid model where employees have the flexibility to choose where they work based on the nature of their tasks.
Navigating the Digital Seas
In the dynamic waters of digital transformation, organizations must be adept sailors. They must be capable of adjusting their sails according to the winds of change. Incremental changes act as the compass, providing direction and stability, while transformative changes serve as the wind that propels the ship into uncharted territories.
Assistance transferring from my electric wheelchair to the airplane seat is challenging. In my country, it needs 3 male attendants to do this movement. Plus one logistics support to fold and carry my wheelchair to the plane’s cargo bay. In Malaysia, a woman watched for my safety, while a man glided the cabin wheelchair to my seat. Likewise, the transfer from international to domestic flights was so smooth. My wheelchair was waiting for me by the airplane’s door.
Returning to Manila was stressful. 3 male attendants moved me out of the plane via a cabin wheelchair. One of those big airline wheelchairs (not mine) was waiting for me. Here. I stood my grounds and ask: Why can other airlines have my wheelchair wait for me by the airplane door? Moving me to this wheelchair is a transfer. Then from this to my electric wheelchair in the carousel. Yet another transfer. Then when I get to my car, another transfer. This is an accident waiting to happen. Are the attendants trained for such eventuality? This is a transformative change that have long been dealt with incrementally. A change so simple, yet so lifesaving.
Back to Penang
To my surprise, I encountered a remarkably metamorphosed Penang. Even when factoring out the bustling traffic and towering structures, the essence of Penang's transformation remains undeniable. From an overarching standpoint, I discerned advancements in the treatment of the elderlies and PWDs, the youthful population's active involvement and reverence for the elderly, the judicious use of transportation, sophisticated customer services, and its emergence as a haven for affluent retirees. Still short for my standards, but definitely having the right way to a transformative future. And Penang is in a hurry!
Managing organizational change
NOTES
1.OD Conversation on Good Governance on Oct 25, 10AM-12Noon. Speaker will be announced later.
2.Designing Effective OD Interventions on Nov 15 with Dr Miel Reyes
3.THE ODBOT. I am proud to announce that we have created our own ODBOT running on Llama 2 to 7 by Meta. Be the first to access the ODBOT here.