The Leader Magazine

JUN 2019

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th E l E ad E r JUNE 2019 39 enable our talent to do their best and be their best. The physical workspace transformation offered us the opportunity to build with a values-first mindset and design an employee experience for the HR team, candidates, hiring managers, and our broader employee population that truly reflects who we are." Even though there can be benefits from a workplace transformation that enables better alignment to company values and culture, this driver alone might not build a strong enough business case. After all, there is a substantial financial investment with this type of redesign. As a result, having solid metrics that indicate a return on investment (ROI) to the CFO and senior leadership team is often required. However, in the case of Citrix HR, timing was on their side. There were already discussions about the team space being slated next in the campus upgrade, and since HR plays such a critical role in the enterprise function as an experience hub both internally with employees and externally with prospects, what better group to serve as a role model for the future of work? s C arf and employee engagement with ' d rive to f ive' While gaining the financial approval and business support from the executive team is imperative in any situation requiring organizational change, understanding the impact to the organization, including the employees, is equally important. Asking the HR team to relinquish the privacy, safety and personalization of a traditional office requires big shifts in how they engage and behave in their updated physical space. As such, the team leading the change needed to be dedicated to enabling employee involvement in the solution of the new workspace design. Research conducted by both McKinsey Consulting and Prosci, a leading authority on change management, found that change projects are twice as likely to fail when no executive sponsor of the change has been identified. Conversely, success is more likely achieved when users are engaged and involved in the development of the solution. Team members who clearly understand the business reason for the change, while observing a leader who is an active participant in the project, will take ownership and a vested interest in the desired outcomes. This mindset increases the levels of adoption and helps to realize the return on the investment. To collaborate with and influence the leaders and employees, the team leading the change decided to use the SCARF model designed by Dr. David Rock as a guide. SCARF is an acronym for status, certainty, autonomy, relatedness and fairness. Any change or interaction that decreases one of these elements will cause a person to move away (aka: resistance). A gain in any of the elements will cause a person to move toward (aka: adoption). Rock highlights that the elements can counter-balance each other. A triple gain in autonomy, for example, might be enough to offset a loss in status. And, when it comes to losing an office, that's exactly what the Citrix team has seen during prior workplace transformations. In many cases, the freedom to choose where to sit in order to do one's best work has counterbalanced the status loss of an office. Since Citrix places such a high value on its employees, their engagement, and their overall satisfaction, BHDP spent a significant amount of time and energy on the front-end to gain a comprehensive understanding of all the nuances related to the redesign from all levels and functions within the organization. This was carried out through a series of activities such as leadership interviews, visioning sessions, and team focus groups, as well as on-site observations. This initiative led to the creation of five high-value focus areas, or the "Drive to Five," which are: (1) an HR welcoming showcase to greet new hires and employees, (2) a clubhouse feel to inspire a sense of belonging, (3) workspace options to balance the needs of different work styles, (4) new protocols that respect the private and confidential nature of HR, and (5) the promotion of comfort and wellbeing with ergonomic and natural designs.

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