Hong Kong Total Quality Forum No. 71, June 13, 2000

Organizational Transformation: The Methods of Self Directed Change Presented by Mark Pixley, ICA

Uniqueness	Years of Experience	What is creating a need to change in our organizations?
Service Industry	111	Need to stay ahead of competition
Diversified Service Industry	109	Disappearance of market barriers
Passion Toward People	86	Increasing customer expectations
Strong Technical Background	130	Organizational restructuring
Young and Energetic	109	Change of statutory requirements
Can’t Count	80+	Change of technology
Quality Customer Service	83	Lower profit Margins
Educational	49	Pressure for higher productivity
		Need to localize

What actions can we take right now to deal with these challenges?
Look at Yourself in the Midst of Change	Leveraging External Resources Through Networking	Improve Internal Processes	Catch Up with the Technology	Match Skills to the Job	Satisfy internal and external customers	Communicate at All Levels
Clear internal communications	Build up good network	Redefine work process	Browse IT websites	Spin-off	Conduct a customer survey	Set up business improvement teams
To accept change	Form alliances create win-win win	Customize services and programs	Use a computer	Acquire sound business partner	Track improvement and reward high performance	Get buy in from the workforce
Extend facility Management to library	Have coffee with IT manager		Attend a computer course	Quit my job	Run survey programs	Prepare mindset for change workshop
Multi-skills “job enrichment”	Listen and communicate		Take an e-commerce course	Organize change management course		Communication sessions to all staff
Accept the Change in the organization	Reward innovative ideas		Buy a PC for own use	Capitalize the intellectual assets		Voice out Suggestions
				Right people, right place