In an amazing turnaround that saw stock prices soar 1000% in just three years, the Best Buy story of corporate transformation, financial rejuvenation, and fundamental cultural change has become the undisputed example of how the much-touted principles of the learning organization can be applied to produce truly long-term, bottom-line value. Written by the consultants who were there every step of the way, Big Change at Best Buy reveals the secrets of how the once-sprawling entrepreneurial maverick transformed into North America's #1 specialty retailer - converting supercompetitive individualists into collaborative systems thinkers. For the first time, the authors showcase the proven methods and tools that helped Best Buy achieve phenomenal growth and map out in detailed, actionable steps what it takes to implement organizational strategies that fundamentally alter behavior-the key to sustained change. Focusing on the three important areas where change matters most - the head, the heart and the hands - Big Change at Best Buy offers hard-won lessons for every executive and manager on how to turn management practices and a culture designed for rapid growth into the kind of disciplined, customer-centered operation that now drives Best Buy's success.
Contents Foreword Preface Acknowledgments About the Authors Part 1: Introducing Change_Setting the Stage 1 Changing Times 2 The Map Is Not the Territory Part 2: Implementing Change_Making It Real 3 Head, Heart, and Hands_Three Arenas For Change 4 Using the Head to Change Mindset 5 Using the Heart for Emotion and Motivation 6 Using the Hands to Make Change Real 7 Foundational Skills for Changing Head, Heart, and Hands 8 Changing Yourself Part 3: Lasting Change_Making It Stick 9 Tools for Measuring Change 10 Measuring Change 11 Sustained Change Epilogue Appendix A: An Excerpt from A Field Guide to Implementing the SOP Appendix B: Embedding Knowledge and Know-How in a Change Scorecard Appendix C: SOP Links to Improved Business Results Index
Elizabeth Gibson and Andy Billings led the consulting team for RHR Inter national that helped Best Buy Co., Inc., become the country's leading learning organization. Gibson recently cofounded KnoWorks, a division of RHR International that specializes in large-scale organizational change, learning, and knowledge management. Coauthor of A Practical Guide to Knowledge Acquisition, she was recently featured in Fast Company for her work with senior executives. Billings is Vice President of HR and OD for Electronic Arts, the largest global publisher of interactive software, and Chairman of the Board of the California Strategic Human Resources Partnership.