About the Organization

  • It has been present in Chile for over 80 years, marketing, storing and distributing fuels and lubricants from Arica to Puerto Williams.  
  • With more than 670 service stations, the company plays a key role in the economy of the entire country, providing energy for the mobility of people and the operation of industries, with products and services that are essential for the development of Chile.
  • The company offers its customers a wide range of products in its convenience stores throughout its dealer network, as well as in its digital channels and new points of sale, in line with people's daily needs.
  • The company promotes new modes of transportation, provides electric charging services, markets renewable energies and offers a portfolio of cutting-edge solutions for industrial and residential customers.

 

What was the challenge?

  • Define the Change Management Strategy and Model at the company level, defining criteria and considerations for change management at the internal level according to the different projects of the organization and their levels of complexity.
  • Define a Change Management Governance, with roles, responsibilities and coordination instances for the strategic management of the organization's project portfolio and also for the coordination of specific projects.
  • Land the strategic definitions of GoC in a first key restructuring project in one of the main management areas of the organization.
  • Form the first network of Change Agents in the Company to accelerate the installation of the change capacity, facilitating the connection of the Change Management Strategy with the organizational Purpose and the transformation processes of the different Managements.

 

"It was a process that gave us a common language to ground what is meant by Change Management at a cross-cutting level throughout the company."

 

What was achieved?

  • Definition and development of a corporate-level CM Strategy, with decision points and participation instances for decision making on the integration of change management into project plans.
  • Co-design of a change management model focused on the articulation and design of change management processes in the organization, based on methodologies and tools of the discipline at international level.
  • Align key stakeholders of the organization regarding the strategic role of Change Management for a transformational vision. 
  • To install key capabilities in the area of people management and Change Agents linked to project roles in a transversal manner in the organization.
  • Co-design and deployment of Change Agents Program customized to the needs and context of the organization, with the participation of +70 members from different areas of the organization.

 

"It was a good experience, very co-construction and as we were giving feedback, The Change Lab team was open and flexible enough to adapt to the specific requirements we had".

 

What were the lessons learned?

  • Designing and implementing a corporate Change Management Strategy is a project that requires a change management process in itself, to facilitate the installation of new workflows, enable new roles and responsibilities and amplify the organization's capacity for change based on knowledge and methodological expertise.
  • Although the documentation and deliverables for this type of projects provide solidity and evidence of progress, the management and handling of stakeholders is key to position the initiative and socialize it in a cross-cutting manner.
  • The importance of ceasing to delegate the exclusive responsibility of the GoC to the areas of people management and continuing to promote the professionalization of the discipline with a broad and strategic view.
  • To promote the concept of a "Network" of Agents of Change, beyond training actions, installing channels of communication and interaction among participants to form a learning community and exchange of best practices.

 

"It's a very good starting point if they don't have the knowledge base, because The Change Lab is a team that handles these issues conceptually well."