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Shrink the Change

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Shrink the Change Paper

“Shrink the Change” is taken from the Heath brothers excellent book Switch – How to Change Things When Change Is Hard. By reading book, I receive a lot of valuable concepts and this is what I consider as the most practical tool must be use in a change program. When I worked in Shanghai Pudong Develop Bank in 2013, the bank’s information system department developed and ran a new CRM (Customer Relationship Management) system to replace the old Customer Information system in the next 3 months. The new CRM system can help customer managers to manage business relationships and the data and information associated with them. And the new system can also report recently business performance by analyze the specific data, and so provides customer managers with valuable processed information. Most important, the new system would lead a revolution of the function that managers keep contact with customers and could provide more business opportunities. Nevertheless, the usage rate was pretty low after the system had been on-line for one month. The IT department conducted a survey and found that most of managers indicated that a complete replacement of the system would mess up their heavy and need-to-respond quickly daily work. Even though they had known the value of the change and were trained the knowledge and skills for using the new CRM, the most of customer managers resisted to actually use it. Analyzed with the viewpoint in the Switch, this daily working system-replacing thing was definite a large-scale change, which can have a demotivating effect. The change leader of the bank needs to be aware of a great idea or significant change strategy could be undermined by the fear and skepticism. Heath points out that the best way to approach this change is to break it into small chunks, such as by explaining it’s a trial or an experiment.

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