Most approaches treat companies as structures with processes to be altered. This approach is far too mechanistic. From a change
perspective, it is much more useful to think of companies as organisms. It is not just changes in the structure that make
the difference; it is changes in the people and more specifically their behavior, skills, and capabilities that lead to lasting
There are no simple solutions or short cuts to improved business performance, but there are some fundamentals upon which a
pragmatic, strategy-directed change program can be built:
1. Provide the organization with leadership. This should give excitement to the strategy, endow the organization with the
right sense of urgency, and foster the desire to achieve superior performance.
2. Clearly communicate the values and guiding principles that underpin the strategy and make them real in the form of the
appropriate behaviors, policies, performance measures, and reward and recognition systems.
3. Concentrate on bringing people along and gaining their commitment to the actions that have strategic significance. Particular
care needs to be taken to ensure that operational management understands and commits to the strategy.
4. Make sure the basics are in place before becoming more ambitious. It is important to build sound processes, habits, and
capabilities into the business to avoid the risk of building on sand.
5. Direct the improvement where it gives maximum impact in delivering the business strategy by targeting the actions that
are key to achieving operational excellence and GMP compliance. Given that a company only has limited resources and an ability
to absorb only so much change at any one time, it is essential that these tasks receive priority.
6. Make sure that the organization is capable of handling the load being placed upon it. Over-stretching an organization disproportionately
reduces effectiveness and generally results in nothing getting done properly. When estimating the load on the organization,
don't forget to factor in those actions that have to be done for corporate or regulatory reasons because these can significantly
drain away the resources available for improvement.
7. Invest in training and development to raise the overall capability of the business and particularly those capabilities
that support the core competencies. Train managers in the behaviors required and ensure that people have the skills and tools
to solve problems and are competent in the mechanisms and processes chosen to make improvements.
8. Assess each technique, theory, and approach rationally in terms of problems it can solve. After careful consideration,
discard what is not useful, adapt what remains to suit the needs of the situation, and purge it of all unnecessary buzzwords
9. Test and refine solutions through experimentation and be prepared to make (and learn from) minor mistakes. Make sure that
this is supported by a no recriminations culture.
10. Never lose sight of what you are trying to achieve. This means that the focus should always be on outcomes. No matter
how great the promise and how wonderful the journey, if it doesn't deliver it has not been worthwhile.
It is important to remember that the performance of a business does not have to be perfect. It just has to be good enough
to exceed customer, regulator, and stakeholder expectations (and then you must ensure that it stays that way). In this sense,
the search for best practice or world-class performance for its own sake is misguided. It risks diverting attention from what
is strategically important and wasting resource on standards of performance that may be unnecessary or imperceptible to the
To perform over the long term, the winners will be those companies that can most effectively deliver their strategies. Any
change initiative that is not directed by the requirements of the strategy and tailored to the needs of the business is unlikely
to succeed because it will lack true relevance. It is only by creating a clear link with strategy and following through with
a pragmatic approach to implementation that a company makes the best of its strategy and thereby gives itself the best chance
Simon Chalk is director of the BioPhorum Operations Group, firstname.lastname@example.org