Keys to Managing Change: Recognize Expertise, Pay Attention to Culture

By Mariyah Saifuddin

What’s the secret behind successful IT projects? Our team at Innovative Solution Partners has seen a lot over the last several decades. While there is no “one-size-fits-all” approach, one common component for successful clients is their company’s culture and how they work cross-functionally.

David C. Williams of AT&T discusses the keys to managing change and tackling large projects successfully on this episode of “Tech-Driven Business.” What qualifies David to speak to this? He has led one of the largest Robotic Process Automation (RPA) initiatives, with more than 70 million daily transactions and a 3000% ROI. He understands what is needed from the top down in an organization.

When AT&T was faced with moving all of their employees to working remotely during the pandemic, a solution was needed quickly to maintain operations, meet government standards, and maintain customer satisfaction. David’s diverse team was able to generate a solution.

 David’s approach to creating a solution within his team provides a lesson for others in company leadership. He discusses here the value of recognizing the expertise of each team member, and how  that allows for cross-functional teams to be successful. His team is full of superheroes who, when they come together, are a powerful force that generates ideas and solutions that allow them to conquer  mountains.

 It is about giving your team the freedom to ideate and butt heads so solutions can be found. As David loves to say, “There will always be mountains to overcome” so it is important to hire for grit and passion.

David emphasizes, however, that a solution is not enough without support from across the organization. He shares the power of telling a story to whomever your stakeholder may be. You must be able to frame your problem and solution in a way that resonates with that stakeholder and makes clear its value to the business.

No matter what role you play, the common denominator in any successful implementation is sharing how your project aligns with the organization’s vision and your commitment for doing what is best for that organization. If your story aligns with this, you have overcome the first obstacle in managing change.

One of the most important messages David shares is that the only people that benefit from infighting is your competition. Amid change and different operating styles, it can be hard to see that. Successful leaders, however, stick to the overall goals for their organization and navigate projects that bring out the best in their teams, align all levels in the organization, and continuously share the value that will come to the organization by taking on the project and investment.