Change Manager: mitigating change resistance risk

McD’s is a global leader in the fast-food industry, serving millions of customers daily across over 100 countries. The company is renowned for its adaptability, embracing initiatives like self-service kiosks to improve efficiency and customer satisfaction. Sustainability is also a key focus, with efforts to reduce greenhouse gas emissions and streamline operations. McD’s spends over $15 billion annually on procurement, covering categories like packaging, equipment, and services. To enhance efficiency, the company launched the Global Indirect Sourcing and Procurement Modernization (GI Mod) initiative, integrating advanced technologies such as AI-driven spend analytics and supplier management platforms. While these tools promise significant cost savings and operational improvements, the initiative faces challenges, including stakeholder concerns about increased workloads and the impact of automation on job roles. To address these issues, McD’s established the Change Center of Excellence (COE), which employs structured methodologies to manage resistance and ensure successful adoption of transformation strategies.

Step into the role of Jordan Lee, a Manager of Change Management within McD’s Change Center of Excellence (COE). Your mission is to conduct a one-on-one consultation with Sophia Martinez, a seasoned procurement manager who is skeptical about the GI Mod initiative. Sophia is concerned about the increased workload for her team during the transition and fears that automation may undervalue her expertise. Using McD’s Change Framework, you will uncover Sophia’s specific concerns through targeted questions and active listening. Once identified, you will propose actionable strategies to mitigate these concerns, such as phased implementation plans or upskilling opportunities. Throughout the conversation, you must dynamically adapt your communication style to foster trust, reassure Sophia, and maintain momentum for the initiative.

• Engage in a one-on-one conversation with Sophia Martinez to uncover her concerns about the GI Mod initiative.
• Propose actionable solutions to address her reservations, such as workload management strategies and opportunities for leveraging her expertise alongside automation.
• Use assertive and empathetic communication to foster trust and collaboration.
• Ensure alignment with McD’s Change Framework to maintain initiative momentum and reduce resistance risks.