Managing service quality in pursuit of customer satisfaction and retention to compete in the global market invariably involves change to the status quo. Effectively managing that change is the key to the successful implementation. One of the main reasons for the failure to reap the full benefits of quality improvement schemes is the failure to gain employees' co‐operation and involvement in implementing inevitable changes. This guidebook helps managers to become better at facilitating and leading change by involving and motivating employees.
Scott J. Simmerman has a doctorate in behavioral psychology and over 25 years of experience in organization development and has authored five training toolkits. His background includes university teaching, executive positions in retailing, international and consulting and training. He is the creator of the Square Wheels® (Square Wheels® is a registered service mark of Performance Management Company) illustration series used in training and development and The Search for The Lost Dutchman's Gold Mine, a teambuilding simulation among other exercises. He is a frequent contributor to training literature, and an international presenter and keynote speaker.
This training package comprises a hard‐copy booklet that has four parts: “The introduction”, “Narrative” and “Presentation ideas”, ready to copy “Workbook pages”, and “The illustrations”. There are 26 illustrations and overlays that comprise a flexible presentation package to go along with the workbook pages. Also available is a customizable set of 151 PowerPoint slides in color, many with detailed notes, available at added cost.
The Introduction gives a brief explanation of how the development of the Square Wheels® concept, why managers should be facilitators and change leaders, and how to use the training package effectively.
The Narrative section explains in detail the use of Square Wheels® transparencies to generate active involvement and participation of team members (five to eight per team) and to illustrate organizational change and improvement issues. Key questions to be raised to generate discussions are also provided. This is used to develop concepts such as the leadership and supporters, the differences in their visions and goals, the importance of effective communication, the need for effective systems and processes, availability of ideas (in the form of round tires), motivation, etc. The analogy of caterpillar and butterfly is employed to highlight that change can be for the better. Similarly, other analogies such as mud, wet cement, alligators, and spectator sheep are used to emphasize organizational, competitive and survival issues as well as groups who obstruct change. It is emphasized that making people uncomfortable with status quo can increase the attractiveness of changes proposed.
The Workbook pages help to obtain information from the participants in a systematic manner and also help to structure thinking and participation at the tabletops. It helps them to represent their organizations present traditions and culture, the way things have always been done, the organization's strengths, weaknesses or impediments to progress, and ways of overcoming them. There are also ideas for making people commit themselves to action required for continuous improvement.
Illustrations provided aid stimulating and engaging the participants and the process suggested helps to produce individual involvement and improve their understanding of the need to change in a non‐threatening environment. A study of this booklet and the slides has given me a number of ideas that I can utilize effectively in my teaching sessions. I recommend this package to all serious trainers and leaders.
Square Wheels® is a powerful and effective metaphor for helping people consider the possibilities that already exist and the things that could be improved even though they already work.
