2000-2002: Change Management... on myself
Change Management is a funny beast. At it's core it's about managing the processes of change in an organisation; particularly where there has been a change of ownerhsip, a merge or a pivot of some kind which leads to a lot of people either losing their jobs or changing what they do each day.
Moving in to AAPT Cellular One was a wake-up call. I was hired in to a position as a Business Analyst. But I was given no particular projects to work on. I was given no day-to-day direction and there appeared to be no actual work to do. I'd never been in an environement where so much money was being spent on... well... nothing. The company was in the early stages of building it's own CDMA mobile phone network. It was chewing up millions of dollars in investment. There was an ever-growing IT department that seemed to be busy doing stuff in that arena, however, I wasn't on that project. I was working on "Business As Usual." And it felt like there wasn't anything going on in the business-as-usual world of mobile access reselling. I mean, there was a call centre, and a sales department and dozens of dealer stores. We were sponsoring an AFL football team that was on the rise and in my time there, won a few premierships. But I was never given work to do.
So I started poking around.
It turns out that the people I was supposed to be working for, had no idea I was working for them. So I asked them, what it was that they needed in terms of systems and processes that would help them day-to-day. And that's when things really started happening.
Turns out that the relationship between IT and the business was very broken. So I started asking questions. Defining and improving processes and designing workflows for their systems that would help them get more work done. Turns out, that was what I was hired to do. Up until that point I had no idea what I was meant to do. My boss didn't know. No one in my department knew. And for the first few months I was constantly turning up late, or having "sick" days because I ws sitting in an office all day doing nothing.
But after I asked those questions of the business, things took off. No more sick days. Lots of overtime - and heck, I even started doing some volunteer work for a community radio station because I was motivated and happy!
About three years in, ownership changed. The parent company was bought out by another company and the rationalisation began. First it was the death of the CDMA network project. A lot of IT folks lost their jobs. However, I was hired under business-as-usual, so I was ok. But I was asked to look at every work process, job role and workflow from customer acquisition to customer retention and handoff to other companies. I found out that there were about 30 redundant people who were adding no value to the company. We even had two Business Analysts. So I presented my findings, that included making myself redundant, because, honestly, they didn't need me.
So 30 people were made redundant, including myself. Except that I wasn't made redundant. I was moved into a role of Change Manager. My job was to secretly set about the migration of an entire call centre of some 300 staff to an outsourced model. So 300 people were going to lose their jobs. And a further 20 support staff as well.
Over the course of 6 months I found every process and remodeled it so that we could easily migrate to the new model. By then, it was clear that once this was done, I would have no place in the business either. So I included myself in the path to redundancy, because, honestly, there was another guy who had a wife, kids and a mortgage who needed the work more than I did... even if that work lasted only another 6 or so months.
I presented my findings and was offered an attractive payout.
It would seem that my "Change Management" was so successful, that I had including changes to myself in the deal.
And thus began my radio career.
Technologies used: Adobe Dreamweaver, Microsoft Project, Microsoft Visio, Microsoft Visual Basic, Coffee Cup HTML Editor