Flat Army

At our last meeting of the Council on Customer Experience at the Conference Board of Canada, I got to add to my book collection – always a happy experience! Dan Ponterfract is the Head of Learning and Collaboration at Telus and has driven a philosophical and cultural shift in the way TELUS views and experiences learning. His book, Flat Army, documents how he drove change in TELUS corporate culture. He maintains that there is no easy way to undo what years and even decades of bad management practice have done to leaders. His emphasis? Command and control is rampant, evil and unnecessary. I love anyone who is willing to kill the elephant in our boardrooms! As you can tell, Dan doesn’t pull any punches in his book. To me it is a great story of the power of employee engagement  – what it takes and how long it takes to drive cultural change. Drucker was right when he made the comment that culture eats strategy for lunch. To work in this environment of change management means you need the qualitative skill to understand quantitative results. To permanently engage your employees, you need insight, not just data. And without your employees, your most recent strategic plan will remain in a binder on a shelf collecting dust. Doomed to failure with no means of execution.

If you need a quick qualitative skill update, check out my QRCA webinar on aspects of changing corporate cultures on April 24th.  Registration is free if you are working in this area. And who wouldn’t want to? Just my opinion, yes, but to me the only way to maintain competitive advantage in an increasingly complex world.

Flat Army: Creating a Connected and Engaged Organization

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