Managing
ManagingChange
ChangeCitigroup
Citigroup

MGT/426

Managing
ManagingChange:
Change:Citigroup
Citigroup
 A shared vision is a consensus among
 A shared vision is a consensus among people about what success is and people about what success is and
 How it will be achieved
 How it will be achieved
 Preserves the core values of the
 Preserves the core values of the organization and focuses on the future. organization and focuses on the future.
 Motivates people to learn, perform, and
 Motivates people to learn, perform, and excel excel
 Gives people insight and direction.
 Gives people insight and direction.
 Provides the foundation for teamwork,
 Provides the foundation for teamwork, unity, and a sense of belonging within an unity, and a sense of belonging within an organization” organization”

Organizational
OrganizationalCulture
Culture
Organizational culture is created
Organizational culture is created and maintained by: and maintained by:
 Employees
 Employees
 Managers
 Managers
 Leadership
 Leadership
 Supervisors
 Supervisors
Effects of Organizational culture:
Effects of Organizational culture:
 Employee performance
 Employee performance
 Productivity
 Productivity
 Customer service
 Customer service
 Behavior
 Behavior

Business
Business Modeling
Modeling
What does Modeling provide?
 Reduction of complexity
 Manageable Categories
 Identifies areas needing attention  Showcases properties and how they connect
 Provides a common language  Guidelines to facilitate the desired change

The
TheBurke-Litwin
Burke-LitwinModel
Model
Developed by Warner
Burke
and
Developed by Warner Burke and
George
GeorgeLitwin
Litwin

The
TheFour
FourFrame
FrameModel
Model
Developed
Developedby byLee LeeBolman
Bolmanand
andTerry
TerryDeal
Deal

The
TheEight
EightStep
StepModel
Model
Developed by John Kotter
Developed by John Kotter
The Best Choice for Change in Citigroup
The Best Choice for Change in Citigroup

Communication
CommunicationPlan
Plan











The importance of communication Micromanagement
Responsibility of communication Methods of
Communication

Implementing
ImplementingCommunication
CommunicationStrategy
Strategy

Communicating
Communicatingthe:
the:
 What?
 What?
 Why?
 Why?
 How?
 How?
 When?
 When?
 Whom?
 Whom?

Sustaining Phase of the Cycle of Change
 Leadership
 Leadership

Preparation
Preparation
 Continuous
 Continuous
Monitoring
Monitoring
 The Common Purpose
 The Common Purpose
 Follow Up’s
 Follow Up’s
 Forecasting
 Forecasting
 Road mapping
 Road mapping

Gap Analysis
Where are we?
Where are we?
Where do we want to be?
Where do we want to be?
Examining Organizational
Examining Organizational

goals goals Performing Gap Analysis
Performing Gap Analysis

on: on: Performance
Performance
Policies
Policies
Procedures
Procedures
Information Systems
Information Systems

Performance
Performance
Performance
Systems
Performance Gaps
Systems
Gaps



Gap
GapAnalysis
Analysis
Analyze
Analyze
Management
Management
 Analyze
 Analyze
Employees
Employees
 Training
 Training





Policies
Policiesand
andProcedures
ProceduresSystems
Systems
Gap
Analysis
Gap Analysis