Tài liệu Best Practives in Leadership Development & Organization Change 16 pptx

120 S S CHAPTER FIVE First Consulting Group This leadership development case study describes the innovative approach used by First Consulting Group to design and implement a unique skill, knowledge personal growth program for the firm’s mid and senior level executives. OVERVIEW 121 INTRODUCTION 121 DIAGNOSIS: THE CASE FOR LEADERSHIP DEVELOPMENT 122 Situational Assessment 123 Program Objectives 123 Risk-Reward Analysis 124 Barriers: Anticipating and Addressing Them 125 ASSESSMENT 126 Gap Assessment 126 Participant Assessment 126 Figure 5.1: Gap Assessment 127 PROGRAM DESIGN 128 Design Team 128 Process, Vision, and Framework 128 Critical Success Factors 130 Figure 5.2: Competency Model with Behavioral Indicators 131 Detailed Design: Key Elements 132 IMPLEMENTATION 134 LESSONS LEARNED 135 Participant Feedback 135 Facilitator Observations and Insights 136 BEYOND THE CLASSROOM 137 EVALUATING LEADERSHIP FIRST 138 cart_14399_ch05.qxd 10/19/04 12:07 PM Page 120 FIRST CONSULTING GROUP 121 EXHIBITS Exhibit 5.1: Program Overview Schematic 141 Exhibit 5.2: Program Session Outlines 141 Exhibit 5.3: Nomination and Selection Process Schematic 142 Exhibit 5.4: Self-Nomination Form 143 Exhibit 5.5: Sample 360-Degree Feedback Report 145 Exhibit 5.6: Learning Contract 150 Exhibit 5.7: Business Model Exercise 152 Exhibit 5.8: Managing Acquisitions and Mergers Exercise 157 Exhibit 5.9: Effective Communication Exercise 158 Exhibit 5.10: Sample Homework Assignment 159 ABOUT THE CONTRIBUTOR 160 OVERVIEW This leadership development case study describes the innovative approach used by First Consulting Group to design and implement a unique skill, knowledge per- sonal growth program for the firm’s mid and senior level executives. First Consult- ing Group is an acknowledged market leader in providing information technology and business transformation solutions to clients in the health care industry. The Leadership Development Committee (the CEO and two vice presidents) cre- ated a task team of vice presidents and directors whose responsibility, with coun- sel from Warren Bennis, would be to conduct an organizational assessment and a benchmarking survey and to recommend a program design to the firm’s executive committee for the accelerated development of current and future leaders. Incorporating the task force’s design recommendations, the Leadership Devel- opment Committee created and implemented a highly focused and unique pro- gram, based exclusively on their consulting industry environment and FCG’s vision, strategy, and culture, and employing extensive in-depth action learning techniques. Work generated by participants in completing the program’s assignments and case problems has exceeded the firm’s expectations and contributed to key strate- gic decisions. The design and implementation process has generated broad support and enthusiasm by the entire organization in less than two years. The approach, process, and design logic and rationale are valuable lessons for any organization. INTRODUCTION Explosive growth over three years had tripled the size of the organization. A very successful, whirlwind initial public offering (IPO) had taken the previously pri- vate firm into the public sector, and an acquisition not only doubled the cart_14399_ch05.qxd 10/19/04 12:07 PM Page 121 122 BEST PRACTICES IN LEADERSHIP DEVELOPMENT AND ORGANIZATION CHANGE organization but also brought in another culture and another market opportunity. FCG was well positioned, and the future looked exciting. Then, the untimely loss of the firm’s young CEO and founder created overnight the need for second-generation leadership. Having previously been a private partnership that fostered a highly collegial culture and value system, the team of vice presidents collaborated on what course of action the firm should take going forward and which of their mem- bers would lead the organization. Although the founder had expressed longer- term thoughts about who the future leaders might be, succession planning was in the early stages, and each potential CEO possessed certain specific strengths. The question became which particular strengths did the firm need at this particular time. With the collective good in mind and heart, and with the future of First Con- sulting Group in the balance, discussions took place that were painfully honest but without malice. After several meetings to generate and evaluate alternatives, consensus was reached and the vice presidents’ recommendation was sent to the board. The board concurred with both the action plan and the team’s selec- tion of its future CEO, president, and business unit leaders. The assessment process had been an amazing experience, exhibiting the very best of one of FCG’s values: Firm First. But it also elevated developing leaders and creating a strong talent bench to one of the firm’s top priorities. DIAGNOSIS: THE CASE FOR LEADERSHIP DEVELOPMENT As a twenty-year-old business in 1998, First Consulting Group found itself facing a number of challenges: the organization had grown from a $25 million firm with 200 associates to a $300 million firm with over 2,000 employees in less than six years; it had evolved from a privately held partnership model into a publicly held entity through a 1997 IPO; and the founder/CEO had passed away suddenly in his mid-forties, leaving a strong vision for the firm but also a leadership team and a succession plan early in their development. In addition to the internal challenges, a number of external competitive threats were developing as well. The market focus was shifting: the rise of the Internet and the variety of technological advances changed the rules on the playing field and the old consulting model (number of staff ϫ number of hours ϫ billing rate) was no longer enough. Clients were looking for something more creative and more measurable: they were looking for solutions rather than process, and they expected that FCG, as their chosen consultant, would share in the risk- reward opportunity of any consulting engagement. Further new threats were developing. The advent of e-consultancies and e-vendors and the rise in popularity of partnerships and joint venture cart_14399_ch05.qxd 10/19/04 12:07 PM Page 122 FIRST CONSULTING GROUP 123 agreements was intensifying competition in the market. Clients were demand- ing the capability to form and manage partnerships, joint ventures, and other innovative relationships and organizational structures as a part of the solution to their issues. As a technology solutions provider, First Consulting Group’s technical skill and knowledge expertise was required to be “state of the art” on a daily basis. Out- pacing the technology explosion and understanding where the trends were headed was difficult. Even more difficult was locating, hiring, and retaining talented tech- nology professionals as a fierce competition for high-tech talent raged in the employment market. Although consulting had always been a well-paid profes- sion, it was beginning to lose its former “glamour” appeal. Extensive travel requirements placed on “road warriors” made the lifestyle less appealing and less compatible with the expectations of today’s younger technical professionals. The growth and challenges of managing a larger, more complex organization, increasing competition in the market place, and increasing demands and expec- tations of clients made it obvious that the current level of leadership skill and knowledge and the numbers of potential future leaders might be adequate for the firm’s immediate requirements, but the future demands would prove to be overwhelming if not addressed immediately. Future growth projections antici- pated an organization of 5,000 to 7,000 associates, generating the need for over 300 leaders in the coming four-year period. Historically, many leadership hires came from outside the firm, and the cost of projected leadership hires in a short period produced staggering multimillion dollar recruitment-cost projections. It became very clear to FCG’s executive committee that failure to develop the req- uisite leadership bench strength would diminish the firm’s ability to grow. Situational Assessment With these issues and challenges well in mind, FCG’s executive committee, a three-member leadership development committee and a task force of eighteen director and vice-president-level staff, with the guidance of Warren Bennis, set out to define the skill requirements for future leaders and to build a leadership development program that would provide for the firm’s future. The future pro- gram was christened Leadership First. Program Objectives Specific objectives were established with the expectation that these objectives would be incorporated not only into the program’s design, but also, over time, into the firm’s culture and value set (see Exhibit 5.1). The targeted objectives directed that Leadership First should • Eliminate barriers to the achievement of FCG’s Vision 2004 by Articulating and propagating a widely understood vision cart_14399_ch05.qxd 10/19/04 12:07 PM Page 123 124 BEST PRACTICES IN LEADERSHIP DEVELOPMENT AND ORGANIZATION CHANGE Creating an enhanced cross-industry awareness Developing well-rounded leadership traits with self-awareness and self- development support Making the event a true “leadership celebration,” something much more than a training program • Build succession plans; identify, train, and support future generations of FCG leadership • Create an environment that causes leaders to interact and depend upon one another • Instill Leadership First’s values until they are as ingrained in FCG’s cul- ture as our universal personal characteristics-behavioral characteristics that are in keeping with FCG’s culture and values and are common to highly successful employees • Be truly substantive rather than a “touchy-feely” philosophical or con- ceptual program • Ensure that the initiative is not a short-term “fad” remedy for current problems but something to be kept alive for a multiyear period. Risk-Reward Analysis In spite of the firm’s name, FCG was not simply a consulting firm: the organi- zation was a public-partnership blend with multiple and constantly evolving business models (consulting, management services, joint ventures, and so on). Historical data reflected that many mid and senior level leaders had advanced largely on the basis of their project-based consulting and “partnership” competencies—a business model that had been established over ten years ago. The organization, the market, and the technology had changed significantly in that period, and it was clear that new and emerging leaders were not prepared to lead and manage the current and future firm. The task force quickly drew two significant observations: • The firm’s changes highlighted FCG’s weaknesses, as a leadership group, to articulate a vision and motivate a following. • The firm’s historical underinvestment in developing leadership skills needed immediate correction. Failing to address the issue and build the leadership and business skills had created substantial risks: loss of market share if the competition moved more quickly in deal-making and responding to the market’s demands; inability to generate the sheer number of leaders required to meet the organization’s growth estimates; increased risk that good leaders might leave the firm; inability to stimulate excitement in FCG’s market valuation; continued reliance on the same cart_14399_ch05.qxd 10/19/04 12:07 PM Page 124 FIRST CONSULTING GROUP 125 names to solve all the problems and meet every opportunity; dilution of FCG’s culture and vision if it became necessary to go outside for many key positions; and potentially excessive recruitment costs (potential savings of $16 million over a four-year period by developing 160 leaders internally). The potential benefits and gains appeared to far outweigh any risks: • Improved market valuation and customer satisfaction • Increased ability to navigate and take advantage of the changes being faced • Ability to scale the organization to meet the challenge • Succession planning vehicle • Increased individual (leader) satisfaction • Improved associate retention via a shared sense of common vision and strong leaders • Survival of the organization Barriers: Anticipating and Addressing Them The Task Force then anticipated what potential barriers might impede Leader- ship First’s effectiveness, with the intent of removing or at least minimizing them to smooth the program’s implementation and success. The lack of a fully shared vision for FCG’s future was identified, as was leadership’s ten- dency toward a shorter-term rather than a longer-term perspective. These key considerations would need to be resolved by the executive committee prior to the program’s implementation. Although the professional compensation and development system incorporated individual project evaluations, annual evalu- ation feedback and personal coaching for associates, the absence of instru- mentation tools, and a 360-degree feedback process suggested that a general lack of self-awareness probably existed among many of the firm’s mid and senior leadership. It was clear that one key design element would have to be the incorporation of comprehensive assessment and feedback for participants. It was also obvious that the vehicles for collecting the feedback data and con- ducting the assessment did not exist within the current processes and would have to be developed. Although these largely mechanical items required attention, the larger issue of reward systems seemed a potentially more difficult barrier for the program. Historically, while emphasis was placed on leadership behaviors as they related to FCG’s core values, rewards at the senior levels of the firm tended to recog- nize client performance and revenue generation. It was apparent that reward systems would need to be modified to value the targeted leadership skills and behaviors equally with client and financial performance. The last potential barrier identified was the selection process for participation in the program. The cart_14399_ch05.qxd 10/19/04 12:07 PM Page 125 126 BEST PRACTICES IN LEADERSHIP DEVELOPMENT AND ORGANIZATION CHANGE selection of participants and the associated message that might be inadvertently communicated to the firm would be highly sensitive and potentially political. Those who were selected might be seen as the “heirs apparent,” whereas deferred or nonselected participants might feel that they had no future with the firm. The selection and communication processes would have to be objectively and carefully managed. Selection criteria would need to be defined and com- munication to selectees and nonselectees alike would need to be crafted with great sensitivity to ensure proper perspective and encouragement. ASSESSMENT Gap Assessment In their efforts to assess the leadership gap, the task force confirmed that the news was not all bad—in fact, good solid leadership skills were being evidenced every day at every level. FCG’s professional compensation and development sys- tem had a structured progression of skill and competency career path and com- pensation, and personal coaches provided guidance and mentoring for every associate at every level. The question was, Would it be enough? The task force’s summary analysis yielded the following assessment of FCG’s current leadership skills and the gap areas to be addressed (Figure 5.1): Participant Assessment FCG’s professional compensation and development system (PCADs), a comprehensive skill and career development ladder, served as an excellent foundation for an initial assessment process. Incorporating annual skill evalu- ation, formal development planning, and the assignment of a personal coach for every associate, the system had provided clear direction and guidance for FCG’s associates and also a good perspective on the firm’s various strengths and weaknesses. During 1999, using the insights provided by the PCADs and the counsel of Warren Bennis, the FCG Leadership Development Committee conducted its own assessment of the leadership needs of the firm. Soliciting input from the firm’s vice presidents at one of its off-site planning meetings, reviewing the overall strengths and weaknesses of the organization and its senior-level leaders, and then consolidating the internal information for comparison against external benchmark knowledge generated a credible working database. This initial assessment was later refined by the task force’s work and input from Warren Bennis. The actual assessment of individual participants in Leadership First was one of the program’s design elements but was not used as an input to the struc- turing of the program. Rather, it was initially administered to participants after they had been selected and immediately before their attendance in the program, cart_14399_ch05.qxd 10/19/04 12:07 PM Page 126 FIRST CONSULTING GROUP 127 and was also to be re-administered nine to twelve months following their participation. Although the PCADs process provided feedback and career and performance coaching to associates, it did not employ any sort of instrumentation or 360-degree assessment. In order to provide maximum self-awareness and insight, a multifaceted assessment process was administered to all participants prior to their attendance in the program. This comprehensive assessment would serve as a “study” focus for participants during Leadership First and also as the foundation for the creation of their formal “learning contract.” The assessment package comprised data from five input vehicles: • Participant self-assessment versus the FCG targeted leadership behaviors (a key aspect of the self-nomination process) • Participant 360 degree assessment versus the targeted leadership behav- iors by FCG peers, subordinates, and superiors • External benchmark—the participant’s behavioral profile versus 600 comparably positioned managerial and professional staff • Managerial style profile, as measured by the Atkins Kacher LIFO • Behavioral needs profile, as measured by the FIRO-B Skill Deficiencies for Future Current FCG Leadership Skills Organizational Success • Business and planning skills • Management experience leading alliances, partnerships and joint ventures • Business savvy that translates market opportunity into value creation • Hardcore financial management skills in metrics and reporting • Breadth of perspective about the industry • Ability to build a following and then let go when the time is right • Ability to focus, prioritize, and cut losses quickly when required • Ability and desire to collaborate • Ability to create and communicate vision • Ability to demonstrate a level of passion that creates and motivates a following • Courage to take risks and create change • Ability to create a team and inspire team play • Ability to develop others and to be seen as a sensei • Understanding of financial intricacies • Broad business acumen • Strength of character, ethics and integrity • Emotional competency Figure 5.1 Gap Assessment. cart_14399_ch05.qxd 10/19/04 12:07 PM Page 127 128 BEST PRACTICES IN LEADERSHIP DEVELOPMENT AND ORGANIZATION CHANGE Consolidated assessment feedback was then provided to each participant, includ- ing graphic representation of the data, narrative comments, and discussion of the assessment feedback with a member of the Leadership Development Committee. As of this writing, six groups of participants (sixty) have completed partici- pation in Leadership First: no assessment trends have become evident as yet based on this limited population. Issues to date have been largely individu- ally focused. Not surprising, typical results indicate subordinate ratings trend- ing higher than participants’ self-ratings and those of other assessors. It is interesting, however, that there were very few areas where participants’ self- assessments differed significantly from those of their assessors—FCG credits the feedback and coaching aspects of its PCADs for this level of self-awareness. PROGRAM DESIGN Design Team Committed effort toward the creation of a leadership development program began with the formation of a three-person Leadership Development Commit- tee of FCG’s CEO, the VP of human resources and a key operating vice presi- dent who served as chairman of FCG’s Quality Initiative. After conducting their assessment of FCG’s leadership strengths and weaknesses, the Leadership Development Committee conducted an external benchmarking study of the best practice leadership programs and characteristics being used at several of America’s top organizations. The findings yielded twenty commonly identified behaviors and characteristics considered to be key leadership success behav- iors. There was little variation in the list of twenty behaviors. What did vary somewhat was the specific order of importance of the items, depending upon the industry and organizational culture. Armed with the results of their internal assessment and their benchmark analysis, the Leadership Development Committee held several discussions with University of Southern California professor, author, and leadership development guru Warren Bennis. The discussions soon led to collaboration and a more formal strategy for FCG’s leadership development initiative. Process, Vision, and Framework The initially critical step in the design process was the education of the executive committee regarding issues associated with the implementation of such a pro- gram and to obtain their commitment and ownership for the requisite financial and personal commitments that would be required for the program’s success. FCG had always fostered broad participation in the firm’s issues by its asso- ciates, and the culture was heavily collegial. Many of the firm’s organizational processes, such as the professional compensation and development system and cart_14399_ch05.qxd 10/19/04 12:07 PM Page 128 the client satisfaction survey process, had been created by cross-functional, multi disciplinary task teams. It was not unusual, then, that the organization once again elected this process to address the leadership development project. In June of 2000, the Leadership Development Task Force was formed, made up of eighteen vice president and director-level members. This task force would then work with the Leadership Development Committee and Warren Bennis to more deeply assess the firm’s leadership issues and to formulate a program design recommendation. (See Exhibit 5.2.) With the initial work in hand and the guidance of Warren Bennis, the task force held three, two-day, off-site work sessions, interspersed with individual research and subgroup conference calls, to conduct a comprehensive assess- ment of the organization’s leadership strengths and weaknesses and its future risks, challenges, opportunities, and requirements. The final product was the recommended framework for the Leadership First Program. The following recommendations for the pilot program were presented to the executive committee for discussion and approval: • Create a program infrastructure Appoint a program steward Link leadership attributes to PCADs Select 360-degree tools and classroom training Immediately begin using leadership attributes in the recruitment process • Implement leadership succession planning incorporating Needs assessment and business unit plans Compliance with diversity initiatives • Structure a nomination and selection process (see Exhibit 5.3) Structure nomination process around required FCG leadership behaviors Publish program guidelines, timelines, and selection processes and criteria widely Allow for self, coach, and business unit nominations (see Exhibit 5.4) Select candidates based on a defined set of criteria: ten to twelve VP and director participants for the pilot • Structure development plans based on assessments Employ 360-degree assessment to define participant skills and growth areas (see Exhibit 5.5) Provide an objective or external assessment analysis to review feedback reports FIRST CONSULTING GROUP 129 cart_14399_ch05.qxd 10/19/04 12:07 PM Page 129 . 123 124 BEST PRACTICES IN LEADERSHIP DEVELOPMENT AND ORGANIZATION CHANGE Creating an enhanced cross-industry awareness Developing well-rounded leadership. program infrastructure Appoint a program steward Link leadership attributes to PCADs Select 360-degree tools and classroom training Immediately begin using leadership