User Manual - INSEAD CALT
Contents
1. Mr Ghanim kz Mr Nabil lt n a i i I On the left hand side of the screen you will see displayed the list of the managers you are trying to convince to adopt the PMS A variety of information about these managers can be accessed from this Control Panel screen depending on the initiatives you take A status on what you know about a person can be accessed by placing the cursor over the bubble to the left of the person s name A personal profile can be retrieved by clicking on the i bubble to the left of the person s name The red bars displayed in the box to the right of the managers names indicate how successful you are being in changing the attitude of each manager in relation to adopting the PMS during the simulation This is dependent on the initiatives you decide to implement you will be able to see an overview of these initiatives on the right hand side of the screen You can see that the managers all go through a cycle of adoption although at different paces and can be not aware aware interested have the PMS on trial or have adopted it You can access the Control Panel anytime to monitor your progress on the top left hand side of the screen Part of the scoring summary at the end of the simulation is a function of the red bars representing the degree of positive attitude that you have achieved for each manager Version 1 0 1 28 2 2010 10 5 2 Personal Profiles B2. NOTE This will involve setting up the PMS on the computers of all those involved and providing users with the appropriate training Task Force Select up to five members of the GulfCom management team to join you in a Task Force of change facilitators or champions who are to help develop and implement the proposed changes and eventually influence and train all staff 5 days NOTE If successful in case all the selected managers will join your Task Force the team will be active until the end of the simulation and hopefully beyond it too Directive Try to convince the CEO to send outa directive to everybody at GulfCom insisting that they start using the PMS in two weeks time 5 days NOTE You spend several days writing a draft of this directive to give to the CEO Neutralize Resisters Suggest to one of GulfCom s top managers that some individual resisting and potentially slowing down the PMS project should be neutralized for instance by promoting him her to a side ways position so that he she cannot hurt the project 3 days NOTE You only need to identify the appropriate person to be promoted away It is assumed that you will be talking to the appropriate authority for such decision You ll be able to use this tactic only once Covert Lobbying Suggest to a group of selected individuals who already show strong interest in the PMS but whose hierarchical superiors are still unconvinced that they should lobby directly
3. 1 28 2 2010 3 GulfCom is the most successful recent acquisition of Al Saqr Investments It is considered by everybody as cash cow of the whole group and is run proudly and independently Dr Khalid the CEO and his management team In fact GulfCom is a local telecommunication company based in one of the countries around the Arab Gulf and owned by a local shareholder group Like in most other companies of this region decision making is very centralized i e GulfCom operates essentially according to the decisions of its longtime CEO Dr Khalid A few years ago GulfCom has decided to expand its operations to a number of countries throughout the region The implementation of this strategy required two very costly investments acquiring an operator s license and setting up the technical infrastructure To finance this expansion strategy the previous shareholders of GulfCom decided to look for a strategic investor After negotiating with various investors 60 of GulfCom s shared were sold to Al Saqr Investments PMS is the name of the intranet based performance management system Al Saqr Investments has deployed over the last 2 years to make sure that goals are set consistently and monitored continuously group wide It is said to be the backbone of the whole group providing everybody with the information they need to make good decisions and focus on what really matters for the group as well as a way for everybody to report
4. data and monitor the achievements of goals regularly and systematically Over the last two years the PMS has been deployed successfully group wide and adopted by all the companies controlled by Al Saqr Investments except GulfCom where the CEO Dr Khalid has systematically delayed its implementation in spite of the repeated requests of Al Saqr Investment s Headquarters LJ GulfCom Simulation 5 xj Home Org Chart Networks History Score Strateg Notebook About In general terms A Performance Management Systems is a set of management and analytic processes supported by technology that enable businesses to define strategic goals and then measure and manage performance against those goals Core processes include financial and operational planning consolidation and reporting business modeling analysis and monitoring of key performance indicators linked to strategy Performance Management Systems provide managers of large companies with processes and tools supporting them in setting both personal and departmental goals and then monitor and report systematically on progress towards the achievement of those goals At the same time they change the internal reporting system introducing the transparency necessary to aggregate data corporate wide and allow top managers to answer questions like How are we performing in this region sector Which department or sales office is less efficien
5. the person s office Public Announcement Convince the CEO to show his support for your work by publically acknowledging the progress of the PMS project at GulfCom In a brief email such a statement could be then forwarded to all the managers 3 days NOTE In the past only Mr Hazim the CEO s Personal Assistant had the authority to spread such public statements from the CEO Electronic Mail Send a brief electronic mail to everyone on the top management team explaining your ideas on why managing performance with a system like the Group s PMS makes sense for them too 1 day NOTE Everybody has an individual e mail account Circular Write and send to any five of the top managers a brief circular on how some of the specific features of the PMS have helped to improve the transparency of information flows at Gulf Automotives another subsidiary of the Al Saqr Group and Version 1 0 1 28 2 2010 21 how it could help improve the transparency of information flows at GulfCom too 1 day NOTE This is distributed in the company s internal mail system Dinner Event Invite one member of the management team to go with you to a gala dinner and award ceremony for outstanding entrepreneurs in the country This event is under the patronage of the minister of economy 3 days NOTE You are not sure that the manager will accept your invitation and that you will actually be able to find the appropriate opportunity during the dinner to t
6. 10 15 15 Questionnaire 11 16 16 Questionnaire 12 17 17 Face To Face Meeting Salama 13 18 19 Questionnaire 14 20 20 Plenary Meeting 15 21 21 Face To Face Meeting Abbas 16 22 26 Plenary Meeting 17 27 30 Covert Lobbying 18 31 31 Circular 19 32 32 Circular 20 33 33 Face To Face Meeting Shareef 21 34 34 Face To Face Meeting Frank 22 35 35 Face To Face Meeting Salah 23 36 37 Get Profiles 24 38 39 Get Profiles 25 40 41 Get Profiles EVENT 41 Ez Nis Salama f Mir Abbas E Mr Fadi Ez Mr Rahul lEz Wir Omar Ez iis Wilma fe Mr Wassim E ir Jean Ez Mr Tariq Ez Ms Shamsa i Mr Ghanim p Mr Nabil d History Details Te Click on History at any point during the simulation and you will see a summary of your initiatives to date that you can scroll through For a detailed history of your Initiatives Decision Initiative Rationale Outcome i e the immediate feedback and No of Adopters to date click on History Details and scroll through your results 5 9 Score TEE Home Org Chart _ Networks History Strategy Mission _ Notebook About Adopters 22 max ad Points 243 max i8 19 20 21 22 23 24 Version 1 0 1 28 2 2010 16 This shows the score sheet that is displayed if you click the Score button located on the bottom middle of the screen You may click on t
7. 3 2 Cout of max 22 33 2 TEAM STRATEGY amp REFLECTION POINTS 0 0 0 0 0 0 0 0 gt gt gt gt DOS gt gt gt gt DONTS 3 ADOPTION STAGES INFO IGNORED AWARE INTERESTED TRYING APPR ADOPTED Ww Dr Khalid mr Ruhsd Mr Hazim Mr Salah ZZXX Dr Bassam zl The report allows you to get details about the session including the date of running number of adopters number of initiatives and the time spent to implement these initiatives and of course the key points of the adopted strategy and also the content of do and don ts learning points Beside you will also get all the information on the adoption stage of each person as well as the feedback for each implemented initiative Version 1 0 1 28 2 2010 17 5 11 GulfCom Simulation Credits Screen BB Gulfcom Simulation 5 x Home Org Chart Networks History Score Strategy Mission Notebook Print The GulfCom Simulation is the key component of a Learning Experience a 1 day Workshop designed for facilitated groups of managers and decision makers interested in extending their understanding of the Dynamics of Change amp Transformation in Middle East contexts This Simulation is a SmaliWorid Simulation based on research developed in the EJS Simulation Project conducted at INSEAD Centre for Advanced Learning Technologies CALT extended with research developed in the Change Management Middie East Proje
8. B Gulfcom Simulation o x Org Chart _ Networks History Score Strategy Mission _ Notebook Dr i INITIATIVES c gt Dinner Event Coffee Breaks Get Profiles Circular Teams Pilot Test Internal Magazine Plenary Meeting Directive Questionnaire Covert Lobbying Reception Z Electronic Mail External Links F Management Training Neutralize Resisters ExCom Meeting Task Force Workshop Public Statement A highly respected manager who is Face To Face Meeting Informal Encounters related to the old shareholder family by marriage He had been designated to become the next CEO for many years and gotthis position 4 years ago He counts on keeping his position as CEO for many more years even under the new shareholder At the Group level he is perceived as an extremely good but still very traditional manager Internally at GulfCom he developed Click on any initiative for a short description a select team of very loyal Fi subordinates He is definitely results and budget oriented Active g inlacalchantiesandbusiness E Detailed Descriptions Implement it O im E SS SS S The left hand side of the above screen shows an example of the personal profile which can be accessed by clicking on the i bubble to the left of the person s name or clicking on their name from the Org Chart screen You can also switch quickly between Personal Profiles by clicking on the arrows on either side of the person s ima
9. Coffee Breaks Spend some time observing in and about the company in order to see which groups of individuals meet regularly over short breaks such as lunch in the smoking area or over a coffee 3 days NOTE These groups will not change and the list will remain available throughout the whole period This information is available by clicking on the button Coffee Breaks in the Networks Tab External Links Spend some time observing or finding out which managers share family ties or meet regularly at the local horse race course or at the luxury health clubs amp spas 3 days NOTE These groups will not change over the next few months and the list will remain available throughout the simulation This information is accessible by clicking on the button External Links in the Networks Tab Internal Magazine Ask the editor of GulfC om s internal magazine to include a short article you write on the advantages of advanced Performance Management and their link to transformation in the Gulf area To be published in the upcoming edition 3 days NOTE This magazine is distributed to all the managers The article is about the generic advantages of Performance Management Systems amp Processes and the features of the Group s PMS Face to Face Meeting Fix a meeting with one of the members of GulfCom s top team in order to persuade him her that the PMS project would make sense to implement 1 day NOTE The meeting will take place in
10. Directive Questionnaire Mr Salah Covert Lobbying Reception izd Dr Bassam Electronic Mail External Links Management Training Neutralize Resisters c Ms Salama ExCom Meeting Task Force Mr Abbas Workshop Public Statement pd Mr Fadi Face To Face Meeting Informal Encounters p Dr Nasser Click on any initiative for a short description Mr Wassim Mr Tariq i i i i i i i i i i i i i i i i i i i i i i c Ms Shamsa E Mr Ghanim xj E Mr Nabil Detailed Descriptions Implement it 28 2 2010 20 Appendix B Initiatives Detailed Description Get Profiles Obtain more information about up to five individuals by talking informally with the managers from the HR department of GulfCom 2 days NOTE Each person s profile includes a qualitative description of the individual and will help you understanding how difficult it will be to help that individual move through the different change phases The profiles once gathered will be available to you during the whole session Teams Interview and observe a cross section of the staff to determine how managers from different parts of the organization collaborate in project teams task forces or committees 5 days NOTE Memberships in collaboration networks will not change and will remain available throughout the simulation This information is accessible by clicking on the button Teams in the Networks Tab
11. GulfCom Simulation The Challenge of Mastering Organizational Change in Middle Eastern Organizations User M anual LINO GUCHON iesisaissneisrsserssnaredsveieergeeseneindsenerscrenestelemeaennnnnsedetmentiorinnsventindensenestevants 2 2 Your Mission during the GulfCOM Simulation cc eeececeeeeeeceseeeseeeeeeeeeeeeeeaneeees 3 3 The GulfCom Management Team Structure OrgC hart ceeceeeeteeeeeeeee ea eeeees 8 4 GulfCom Simulation Getting Started sssssssssrsserreesrrrsrrresrrreeerrrerrrrerrrerereen 9 5 GulfCom Simulation Sample Screens amp Navigation eeeteeeeeeee senna ees 10 6 GulfCom Simulation Stopping amp Saving SESSIONS eeeeeee ee eeeeeeee enna tees 19 Appendix A Cross Reference for Key Navigation Buttons cc eeeeeteeeee reer eee 20 Appendix B Initiatives detailed description ssesssesssrsssrreesrressreesrrrrsrrnresreeerrreers 21 Notebook Home Strategy Mission History Score Org Chart Networks GulfCom Simulation the chatenge of mastering Test installation or continue from where you stopped INSEAD The Busness Schoo tor tha Wi Version 0 9 For more information contact Prof Dr Albert A Angehrn Dr Florian Schloderer albert angehrn insead edu florian schloderer insead edu INSEAD CALT Fontainebleau INSEAD CALT Abu Dhabi Version 1 0 1 28 2 2010 1 1 Introduction In the GulfCom Simulation you will be challe
12. MS and news about its successful adoption in other subsidiaries didn t help Dr Khalid seemed simply too busy running his successful company to have time for introducing such a new system The excuses he presented lack of time and resources other priorities etc have x At the time of the acquisition the CEO of Al Saqr Investments agreed to leave GulfCom s top management team in place because it had managed the company very successful in the past However he insisted that some of Al Sagr s best practices should be introduced at GulfCom As a result each manager has been assigned full and sole responsibility for the performance of his department Al Saqr Investments also considers it essential that each of the senior managers sets and adopts both personal and departmental goals and should start using the corporate Performance Management Version 1 0 1 28 2 2010 5 System PMS to monitor and report on progress towards the achievement of those goals Two years later in particular all the attempts of the Headquarter to introduce the PMS at GulfCom have failed until now Sending information about the advantages of the corporate PMS and news about is successful adoption in other subsidiaries didn t help Dr Khalid seemed simply too busy running his successful company to have time for introducing such a new system The excuses he presented lack of time and resources other priorities etc have th
13. Pilot Test Internal Magazine Plenary Meeting Directive Questionnaire Covert Lobbying Reception Electronic Mail External Links Management Training Neutralize Resisters ExCom Meeting Task Force Workshop Public Statement Face To Face Meeting Informal Encounters Ez Dr Khalid Mr Ruhsd Ez ir Hazim E Mir Shareef kz Mr Frank c Mr Salah kz Dr Bassam Ms Reem fz Ms Salama Ez Mr Abbas P Mr Fadi p Ms Hayat Dr Nasser Ez Mr Rob fz Mr Rahul c Mr Omar c Ms Wilma c Mr Wassim c Mr Jean c Mr Tariq b Mr Shafi c Ms Shamsa P Mr Ghanim E d Mr Nabil D Detailed Descriptions Implement itt Click on any initiative for a short description Version 1 0 1 28 2 2010 12 On the right hand side of the screen if you click on the Home button you will see the above screen which lists the change management initiatives you may launch during the simulation A description of a particular initiative will be displayed below this list if you click on any title You may also click on Detailed Descriptions in the lower half of the right hand screen and scroll through the descriptions of all initiatives at once see Appendix A You may also take a decision from the Initiatives screen To implement an initiative from this screen highlight the initiative and click on Implement It This will bring the Take Decision screen up see 5 5 with the initiative already ch
14. agers an External Financial Controller and the CEO s Personal Assistant The picture of each person appears when you position the cursor on the name If you then click on the box you will also get the profile of that person You can access this chart at any time during the simulation and return to where you were in the simulation by clicking the Back to the Action button Version 1 0 1 28 2 2010 8 4 GulfCom Simulation Getting Started Your second action should be to click on the Strategy button in the middle oval box of the screen and summarize the strategy you are planning to adopt Include any revision you may have during the simulation for instance after having gathered more information on the organization and its managers Click on Back to the Action when completed GulfCom Simulation l x Home Org Chart Networks History Score ate Mission _ Notebook About Our STRATEGY The key points of our strategy are BB Gulfcom Simulation This is your first challenge To develop and agree on an implementation strategy stating _ clearly how you as a team will intervene at GulfCom and succeed in achieving your mission in the next 6 months Your Implementation Strategy should include considerations related to gt the targeted direction of the diffusion of the group PMS at GulfCom e g top down bottom up horizontally gt steps in which you might want to foster progress towar
15. alk to the manager about the PMS project Informal Encounters Target one of the members of GulfCom s management team and try to trigger an unplanned brief encounter in order to talk informally about the progress of the PMS project 2 days NOTE You will spend some time in the hallways the cafeteria and in similar spaces in order to maximize the probability of such an encounter with the person you want to target Questionnaire Write and distribute to everybody an online questionnaire aimed at assessing their current knowledge about performance management systems and processes and their level of interest in becoming regular users of the new PMS system 2 days NOTE The main objective of using this questionnaire is to demonstrate your approach to the project and ideally gather additional information about training needs Management Training Organize for up to five individuals a three day residential training program on the potential benefits of advanced Performance Management and how to actually best deploy such processes and systems 5 days NOTE You do not attend the program but it takes a considerable amount of your time to plan it In addition people can only attend such courses only once a year Workshop Identify and help one of the GulfCom s managers to organize and lead a workshop including a demonstration and a discussion session his her views and experiences with the PMS 5 days NOTE Workshops are open and adver
16. anel left hand side of screen or clicking on the box and selecting the manager s from the drop down menu of names If you make a mistake in choosing the initiative or name or click on the box with the wrong details in it select Don t Do It instead of Implement the Decision at the bottom of the screen For each decision you should complete the Your rationale for this decision box Finally click on Implement the Decision You will receive immediate feedback on your chosen initiative You will receive a summary of the outcome a positive or Version 1 0 1 28 2 2010 13 negative indication of any attitude changes of the managers involved and maybe not involved and the clock will continue ticking off along the bottom of the screen against the 6 months for the time taken to implement the initiative 5 6 Networks BB GulfCom Simulation Pieler Mission _ Notebook About Home Org Chart Networks Score Strategy Networks Hazim Ruhsd Networks OShareet WK Salah Bassam Reem Fadi Rahul Tariq Salama Hayat omar Shafi Abbask BNassemi MWwimat Shamsa Rob Wassim Nabil Jean Ghanim Teams You have observed over the past five days that certain individuals belong to the same family network yellow and blue meet at the Horse Racing Club green together or are actively involved in the local Health Club orange Click on Networks and you can access informati
17. ct conducted at the INSEAD Abu Dhabi Research Centre For more information contact Prof Dr Albert A Angehrn Dr Florian Schloderer INSEAD albert angehmn insead edu florian schloderer insead edu R EErEE INSEAD CALT Fontainebleau INSEAD CALT Abu Dhabi tox ha World o a Tine pe This screen provides information about the simulation and those who have contributed to its design development and continuous updating Itis displayed if you click on the About button located on the top right corner of every screen 5 12 GulfCom Simulation Print The PRINT button allows the printing of any page in the Simulation e g the SCORE page In case you print directly on a transparency you will have to insert the transparency in the printer and choose the appropriate printing options 2 xi General Setup Features Imaging Preferences HP DaskJet r Select Printer J 3 Add Printer CALT on RESD2 on TOPAZE 1220C Printer TOPAZE TOPAZE fi gt Status Ready J Print to file Location A x Find Printer Comment r Page Range All Number of copies fi Selection Curent Page C Paess Colote A el Cancel Version 1 0 1 28 2 2010 6 GulfCom Simulation Stopping amp Saving Sessions 6 1 Stopping amp Restarting This Version of the EIS Simulation allows you to stop a session anytime you want and resume it at a later s
18. ds your goal during the 6 months Our Change Agents team Team name gt interventions or combination of interventions you might favor compare with the actions on the list you received _ gt any principles or values you believe you should consider during your actions e g honesty respect for the individual EEE SSS gt as well as any other points you consider relevant to guarantee a successful intervention at GulfCom A total of 15 minutes maximum should be allocated to the discussion of the implementation strategy to adopt aiming at reaching a good consensus as different team members might have initially pretty different views on how to best proceed in such a situation and at concluding by summarizing the key points of your implementation strategy on this screen Remember that you can come back any time to your strategy and extendirevise it if necessary Click anywhere to close this message Version 1 0 1 28 2 2010 9 5 GulfCom Simulation Sample Screens amp Navigation 5 1 Control Panel Home Hox Org Chart Networks History Score Strategy _ Mission _ Notebook About Aware E Dr Khalid EE Mr Ruhsd Ez Mr Hazim zd ir Shareef Ezd Mr Frank lEz Mr Salah fe Dr Bassam Ez is Salama E Mr Abbas Ezd Mr Fadi lEz Ms Hayat lEz Dr Nasser Ez Mr Rahul EE Mr Omar lEz his Wilma fea Mr Wassim Ezd ir Jean Ez Wir Tariq Ez Ms Shamsa
19. emember that you have been sentthere by the group s Headquarter 2 review the different initiatives you will be able to launch to change people attitudes 3 develop a change strategy which will guide you through the project top down bottom up etc and write it down Good luck Version 1 0 1 28 2 2010 7 3 The GulfCom Management Team Structure OrgC hart E Gulfcom Simulation lol xj Home Org Chart Networks History Score Strategy Mission Notebook About Dr Khalid ceo Mr Hazim Pers Assistant Mr Ruhsd Ext Fin Controller Mr Shareef Mr Frank Mr Salah Dr Bassam CHRO CFO cTo cco Ms Reem Mr Fadi Mr Rahul Mr Tariq Personnel amp Training Treasury Intemet Products Consumer Sales Ms Salama Ms Hayat Mr Omar Mr Shafi Business Excellence cee amp Mobile Products Regulatory Office judge Mr Abbas Dr Nasser Ms Wilma Ms Shamsa Facilities Legal Office Procurement Marketing amp Comm Mr Rob Mr Wassim Mr Nabil IT Fixed Products Corporate Sales Mr Jean Mr Ghanim Operations Intemational Roaming Adopter Interested Trying The above screen Org Chart shows what is displayed if you click on the Org Chart button at any time during the simulation once you begin It is the organizational chart of the management team of GulfCom in which you are expected to introduce your innovation during the next 6 months The management team of the company consists of 22 man
20. ge Access to this information is dependent on the initiatives you have taken Click the Control Panel button on the top left of the screen to return to the list of all managers Version 1 0 1 28 2 2010 11 5 3 Status Pale Org Chart _ Networks History Score Strategy Mission Notebook Aware e INITIATIVES Ez Dr Khalid Dinner Event Coffee Breaks is Mr Ruhsd Get Profiles Circular Beg Mr Hazim Teams Pilot Test fee Mr Shareef Internal Magazine Plenary Meeting Ez ir Frank g Directive Questionnaire i2 Mr Salah Covert Lobbying Reception Ez Dr Bassam 3 External Links i Neutralize Resisters B Ms Salama Task Force fed Nir Abbas fe Mr Fadi Public Statement Informal Encounters Ez Dr Nasser P for a short description ga Ez ir Rob Ez Mr Rahul Ez ir Omar Ez his Wilma fe Mr Wassim Ez Nir Jean E Mr Tariq E r Shafi E Ms Shamsa kz Mr Ghanim E Mr Nabil Detailed Descriptions Implement it The right hand side of the above screen shows a status on what you know about a person This can be accessed by placing the cursor on the left of the person s name without clicking The color reflects the current adoption stage 5 4 Initiatives T GulfCom Simulation Org Chart _ Networks History Score Strategy Mission _ Notebook Amare merene dopte INITIATIVES 6 Dinner Event Coffee Breaks Get Profiles Circular Teams
21. his at any time to see how you are progressing and you can return to the simulation by clicking on the buttons at the top of the screen The thin blue line on the graph the top one indicates the cumulative positive attitude i e the red bars you have succeeded in gathering As you can see in the example in the screen above the cumulative positive attitude can decrease too during the project depending on your initiatives and other events that can happen during the 6 months implementation period The thick red line the bottom line indicates the cumulative number of managers you have convinced to adopt Once someone has adopted they cannot move back through the adoption process The numeric scores the number of Days per Adopter Elapsed Time of Adopters and of Decisions of Attitude Points are on the top left of the screen 5 10 GulfCom Simulation Save Session Report You may save your session s report at any time during the simulation by clicking on the Save Session Report button on the right hand side of the Score screen P Session 5 26 09at1 1 55 PM txt Editor Datei Bearbeiten Format Ansicht C1 KEY SESSION DATA Simulation Licence Timestamp Real Time Elapsed Simulation Time Elapsed Number of Initiatives Number of Attitude Points Number of Adopters score alphalabs 5 26 09 11 55 Pl 1 hours 9 minutes 66 days 3 mM 16 seconds 3 82 Cout of max 24
22. nged to introduce an innovation ina subsidiary GulfCom of Al Saqr Investments Your mission as formulated by the Headquarters of Al Saqr is to spend the next 6 months trying to convince the GulfCom top management team to adopt the groups Performance Management System PMS which will increase consistency transparency and performance corporate wide As displayed in the enclosed screens of the simulation you will be able to choose among many different initiatives to meet your goal In some cases you may gather information on the managers for example who drinks coffee with whom etc In other cases you may take direct action to try to convince the managers and thus influence their willingness to adopt the proposed innovation Each time you implement an initiative you will receive feedback about the impact of your decision immediately The objective is to get as many adopters as possible in the shortest time The following screens illustrate in more detail the purpose and the main elements of the GulfCom Simulation and explain the navigation of the screens should you have any difficulty Start by reading the Mission Section 2 to better understand the context in which you and your team will operate The rest of the manual Section 3 6 just explains in more detail the user interface of the software you will be using during your mission Version 1 0 1 28 2 2010 2 2 Your Mission during the GulfCom Simulation First review yo
23. on regarding the managers who has coffee with whom Coffee Breaks who has external links External Links who collaborates with whom Teams Version 1 0 1 28 2 2010 14 5 7 Insights amp Issues Notebook BB GulfCom Simulation 3 loj xj Home Org Chart _ Networks History Score Strategy Mission W UCTS About Team Insights amp Issues Related to Strategy Print Other Relevant Points Other Relevant Points This Version of the GulfCom Simulation provides the possibility to take notes anytime during a session This Learning Notebook accessible by selecting in the upper right side of the screen also provides a structured way to summarize key insights and issues after completing a session You may fill in the Do s column on the screen to share Insights of what you have learned from the experience as well as Don ts column for the Issues of Change Management you would like to know more about You are able to printiton paper or on a slide The content of the Do amp Don ts sheetis recorded in the Session Report Version 1 0 1 28 2 2010 15 5 8 History Fi Guircom simulation o Home Org Chart _ Networks Strategy Mission _ Notebook HISTORY E Dr Khalid lEz Nir Ruhsd Ez Mr Hazim Ez Mr Shareef Ez r Frank Ez Mr Salah Ez Dr Bassam Dec Time Event Result eetini ace To 12 14 External Links
24. osen and a prompt for any other details you need to provide ie the names of people involved 5 5 Take Decision op Org Chart Networks History Score Strategy Mission Notebook About DECISION No 2 Your initiative Face To Face Meeting 7 Takes 1 day Person you want to meet Dr Khalid x Your specific objective for this meeting Raise awareness aboutthe PMS z Ez Dr Khalid c Mr Ruhsd Ez Nir Hazim lEz Mr Shareef Mr Frank kz Mr Salah c Dr Bassam izd Ms Reem c Ms Salama Mr Abbas P Mr Fadi f Ms Hayat Your rationale for this decision optional Itis important to involve the CEO atthe earliest possible stage of the project f Mr Rob p Mr Rahul c Mr Omar c Ms Wilma c Mr Wassim c Mr Jean p Mr Tariq E Mr Shafi iz Ms Shamsa Mr Ghanim c Mr Nabil Vy Don t do it Implement the Decision On the right hand side of the screen if you click on implement it button you will see the above screen which shows the number of the decision you are about to take To implement an initiative click on the Your initiative box and select the initiative from the drop down menu that appears You will also be prompted for any other details you need to provide ie Names of people involved This can be chosen either by clicking on the name of the person on the Control P
25. people This simulation will make it possible for you to experiment with the implementation of different types of change management initiatives But ultimately your strategy your change diffusion approach your capabilities as a team to discover what is most appropriate at GulfCom and how to best persuade this group of managers will determine how successful your intervention will be Accordingly before plunging into your first decision we advise you to 1 try to understand the context in which you are going to work as well as your role Remember that you have been sent there by the group HQ 2 review the different initiatives you will be able to launch to change people attitudes xl Changing the way people think and behave in organizations is not a simple task and often requires a combination of different tactics to be used at the right time with the right people This simulation will make it possible for you to experiment with the implementation of different types of change management initiatives But ultimately your strategy your change diffusion approach your capabilities as a team to discover what is most appropriate at GulfCom and how to best persuade this group of managers will determine how successful your intervention will be Accordingly before plunging into your first decision we advise you to 1 try to understand the context in which you are going to work R
26. performance as otherwise information cannot be consolidated at the top For GulfCom adopting the group PMS represents a significant change and departure from the systems and processes they had deployed and used successfully before being acquired by Al Saqr Investments At the time of the acquisition Dr Khalid indicated lots of enthusiasm for integrating all the processes of his company to the ones of the group but since then GulfCom did not change a lot its way of operating BB GulfCom Simulation s 5 xj Home Org Chart Networks History Score Strategy Notebook About At the time of the acquisition the CEO of Al Saqr Investments agreed to leave GulfCom s top management team in place because it had managed the company very successfully in the past However he insisted that some of Al Saqr s best practices should be introduced at GulfCom As a result each manager has been assigned full and sole responsibility for the performance of his department Al Saqr Investments also considers it essential that each of the senior managers sets and adopts both personal and departmental goals and should start using the corporate Performance Management System PMS to monitor and report on progress towards the achievement of those goals Two years after In particular all the attempts of HQ to introduce the PMS at GulfCom have failed until now Sending information about the advantages of the corporate P
27. t Based on actual performance trends which know how and best practice should be exchanged or transferred among business units etc In general terms a Performance Management System PMS is a set of management and analytic processes supported by technology that enable businesses to define strategic goals and then measure and manage performance against those goals Core processes Version 1 0 1 28 2 2010 4 include financial and operating planning consolidation and reporting business modeling analysis and monitoring of key performance indicators linked to strategy Performance Management Systems provide managers of large companies with processes and tools supporting them in setting both personal and departmental goals and then monitor and report systematically on progress towards the achievement of those goals At the same time they change the internal reporting system introducing the transparency necessary to aggregate data corporate wide and allow top managers to answer questions like How are we performing in this region sector Which department or sales office is less efficient Based on actual performance trends which know how and best practice should be exchanged or transferred among business units etc The fact that GulfCom has not adopted the PMS system yet is extremely disturbing for the headquarter Such systems need to be adopted consistently by everybody in order to really increase overall
28. tage To stop the session just quit the simulation software by clicking on the XI on the upper right corner of the window The current session will be automatically saved in the file Session XXXX eis To restart a session just select or continue from where you stopped which will appear automatically on the Main Screen the next time you will enter the simulation software 6 2 Automatic Saving before Quitting a Session This Version of the GulfCom Simulation automatically saves a copy of the session every time you quit the simulation software in addition to producing the report in editable form Hence the latest state of the session is always stored in the file Session XXXX eis and can be reloaded You can always restart your session from the point you left it by selecting or continue from where you stopped after restarting Version 1 0 1 28 2 2010 19 Appendix A Cross Reference for Key Navigation Buttons Home Control Panel Refer 5 1 Org Chart Refer 3 Networks Refer 5 6 History Refer 5 8 Score Refer 5 9 Strategy Refer 4 Mission Refer 2 Notebook Refer 5 7 About Refer 5 11 Print Refer 5 12 Version 1 0 1 zix Org Chart Networks History Score Strategy Mission Notebook About Print INITIATIVES g izd Dr Khalid Dinner Event Coffee Breaks j Get Profiles Circular Mir Hazim Teams Pilot Test Beg r Shareef Internal Magazine Plenary Meeting c Mr Frank
29. the CEO to push them to proceed faster with the implementation 4 days NOTE This initiative assumes that you have identified the appropriate managers to approach and does not require you to specify them Selective Email Send an email to up to 5 individuals to provide clarifying information and make them feel more involved in the project 1 day NOTE You can also send the email to less than 5 individuals Version 1 0 1 28 2 2010 23
30. tised to everybody at GulfCom The selected manager will get a lot of public attention at GulfCom and look good in front of the other managers Plenary Meeting Develop a presentation on Performance Management and the progress of the project and present it during the regular plenary meeting that every managers attends 5 days NOTE The presentation includes potential applications of the PMS within the different areas of the company All members at GulfCom are in principle expected to attend these meetings Reception Organize a reception at a nearby 5 star hotel and invite Professor Sanderman for a keynote speech about his latest research on performance management He is a leading expert on performance management and has just finalized the benchmarking study Boosting Performance in Global Organizations in collaboration with one of the big five consulting firms 5 days NOTE Everybody at GulfCom is invited to this event but attendance is optional ExCom Meeting Organize a special meeting attended by the CEO and the Department Heads to share and discuss thoughts results and action plans for the PMS project 3 days NOTE The CEO and the Department Heads often bring along their closest collaborators to theses ExCom Meetings Version 1 0 1 28 2 2010 22 Pilot Test Try to get commitment from one of the top managers by asking him her to organize a two week long pilot test of the PMS in his her area using current data 4 days
31. tments to a challenging change management mission Over the next 6 months you will be operating at GulfCom a recently acquired fast growing company Your objective there is to persuade a successful but very independent minded top management team to harmonize their performance management processes and systems to the ones of the whole group by adopting the corporate Performance Management System PMS Al Saqr Investments your company is a global business development and investment group which over the last 10 years grew and expanded tremendously through entering new markets and through the acquisition of companies like GulfCom which joined the group almost 2 years ago In fact Al Saqr Investments is a leading business development and investment group founded in 1975 Located in an oil and gas producing country at the Arab Gulf Al Saqr Investments is a semi public enterprise and is controlled by one of the members of the local ruling family The profits from high oil and gas prices in recent years have allowed the group to grow ata very fast pace through acquisitions and today it owns a big portfolio of companies from industries as diverse as construction automotive and information technology Al Saqr Investments pursues a long term investment strategy promoting sustainable growth and profitability of its subsidiaries To implement this strategy a performance management system PMS has been introduced throughout the group Version 1 0
32. ur mission by clicking on the Mission button in the upper right oval box of the screen You will then access the Mission screen which has 4 buttons called The Context The Project Your Challenge and How to go aboutit The information you will access is shown in the following four screens GulfCom Simulation 5 xj Home Org Chart Networks History Score Strategy Notebook About a You and your team have just been appointed by the CEO of Al Saqr Investments to a challenging change management mission Over the next 6 months you will be operating at GulfCom a recently acquired fast growing company Your objective there is to persuade a successful but very independent minded top management team to harmonize their performance management processes and systems to the ones of the whole group by adopting the corporate Performance Management System PMS Al Saqr Investments your company is a global business development and investment group which over the last 10 years grew and expanded tremendously through entering new markets and through the acquisition of companies like GulfCom which joined the group almost 2 years ago In fact Al Saqr Investments is a leading business development and investment group founded in 1975 Located in an oil and gas producing country at the Arab Gulf Al Saqr xl You and your team have just been appointed by the CEO of Al Saqr Inves
33. us sowed down and hindered the efficient roll out of the PMS group wide In summary after many unsuccessful attempts your challenge now is to persuade the CEO of GulfCom Dr Khalid and his top management team to finally adopt the PMS and harmonize their processes and systems to the ones of the whole group The Headquarter has given you up to 6 months 120 days for this project During this time you will be able to Gather information about the management team of the company Implement different change management initiatives Continuously monitor your progress in helping the 24 members of the management team to move through the phases of AWARENESS INTEREST TRIAL and finally ADOPTION of this innovation Your and your team s personal objective is to get as many adopters as possible This is the way your performance will be evaluated by the Headquarter at the end of the 6 months Attention The personal assistant of the CEO Mr Hazim and the external financial controller Mr Rushd have no personal objectives related to the company s performance and are not required to use the PMS Hence the maximum number of adopters you can reach is 22 Version 1 0 1 28 2 2010 6 zix Home Org Chart Networks History Score Strategy Notebook About Changing the way people think and behave in organisations is not a simple task and often requires a combination of different tactics to be used at the right time with the right
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