LLC: A Case Study of Org. Learning - The Preparation Process

LLC: A Case Study of Organizational Learning at EDS

Chapter Eight, The Preparation Process

"...the LLC Participants Were Almost in Shock...
It Was Difficult to Prepare Either Side for the Change..."

After numerous interviews, one starts to feel comfortable with the story being told and starts to anticipate whether the interviewee will provide a lengthy or short response to the question being asked. When it came to our questions regarding preparation, we started to anticipate very short, concise responses, and had we been gamblers, we could have made a profit.

It is important that the reader keep in mind that LLC was a pilot for both EDS and Kofman. While EDS recognized that the participants needed some level of preparation, they did not have prior company experience to share with the group, nor was there any other company's experience with LLC. There was very little, if any, literature available on LLC. Expectations, at all levels within the organization, were vague and varied by individual. Clark, Director of the Leadership Development SSU indicated LLC was a "... leap of faith..." There were no hard and fast rules or measurements. Another executive indicated "...at the point in time when we committed to the project, we did not know what it was or what we were getting into... we were ignorant about where we were going." It appears that there were more unknowns than knowns and this made it difficult if not impossible to prepare people for the experience of LLC.

Champion Preparation

There were five different "special interest" groups that could have received some level of preparation regarding LLC. The champions, as one of these special interest groups, received preparation as they were trained regarding their duties in their champion role. Based on our discussion with four of the champions, many of the executives said they had received prior exposure to learning organization and change process concepts via attendance at various conferences or personal reading. The group overall appeared to be committed to the LLC effort and understood that as a pilot there were many unanswered questions.

Participant Preparation

The participant preparation, while still minimal, was more extensive than the other groups impacted by LLC. All participants had at least one conversation with their champion who attempted to explain the program. Based on our sample, the preparation given by the champion generally included encouragement for the participant to be fully open to the experience. All participants were informed that this was a pilot. Additionally, all participants received a call from the Program Manager in the Leadership Development SSU to answer questions about LLC and help prepare them for the experience. The Program Manager indicated she felt this step in the process was critical as an independent check to make sure all the participants really did want to be involved. One individual dropped out at the start of the program citing work requirements as the basis for the decision. Management of the Leadership Development Unit recognized that it was "OK" for a participant to "bow out" of the program. The program required an extensive commitment of time from the participants and a willingness to be open to the experience. EDS management wanted the participants to come freely to the well for a drink and not be forced to the well.

Many participants indicated they read a multi-page document that discussed the outline of the program and the objectives. Comments from participants, however, revealed that, as a group, they did not feel prepared. They went into the program with very different sets of expectations. One participant flatly stated, "I wasn't prepared. I had no idea as to what I was getting into." Most participants indicated they expected a format that was along the lines of traditional EDS training which is very regimented and generally includes specific directions as to how to accomplish a task and the trainee merely needs to go out and follow the instructions. This is not the type of training received during LLC. Several of the LLC participants read or had previously read The Fifth Discipline as personal preparation for the program.

Work Group and Peer Preparation

The participants took two basic approaches to preparing their own respective direct reports for LLC. One approach was to say basically nothing about the subject matter and merely provide details of when they would be attending training and when they would be in their office. The second approach was to share with their direct reports the limited information that the participant received. Some shared with their employees their expectations for the program. A few participants asked their direct reports for their help in "keeping the place running" in their absence.

The direct reports of the participants indicated they generally had been informed by their boss about his or her involvement in the LLC project. Some direct reports recalled that they had been exposed to LLC via the monthly EDS newsletter and EDS video's which communicated information about EDS' strategies.

The peer group of the participants received limited information about LLC. Some received no information while others indicated that announcements were made in staff meetings identifying who would be part of the LLC program. Overall, it appears the peer group was not encouraged to support the participants nor were they told they would be updated as the program unfolded. Several indicated they felt as if they were being kept in the dark.

As we conducted our interviews, another group, the family members of the participants, surfaced as a group that should have been prepared. We heard many stories from participants about spouses and children being surprised by the emotions and changes the participants were exhibiting at home. At the end of the training sessions, the participants did not go back to work, but rather went home for the evening or the weekend. The families were the recipients of the initial re-entry into the "old life" after the intense learning sessions. The participants spoke of returning home full of energy or new experiences and wanting to share with their families. Participants told us that at times, the family response was not one of celebration for the participant, but rather the family indicated they needed the participant to focus on fulfilling the needs of the family. One story was told where a young teenager somewhat jokingly commented that she wanted her "old Dad back". The participant indicated that his daughter knew what to expect from the "old Dad", but was somewhat mystified by the attitude and comments of the "new Dad" .

One participant summed it up by saying "...the LLC participants were almost in shock. It was difficult to prepare either side for the change and impact." In retrospect, it was probably close to impossible to prepare the participants in advance. No one had experienced the program before. EDS did not fully understand the magnitude of the impact and could not foresee how the participants would react with their peer groups. In all likelihood, EDS did not even consider the home life impact in their original planning for the participants.

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Acknowledgements

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