Giles Foster from M&M Direct spoke at the CIO Event, March 2013

1. Graham Benson

3. Theme : Successful change delivered through People (not Process &
Systems)
• In terms of perception AND reality
• I will share some personal experiences having been through the pain of change a number of times
• None of the opinions expressed purport to be expert judgements, factual statements or
radical hypotheses – they are just intended as food for thought or the basis of debate
• IMO, If you want to know how to do something well, see how others have done it badly and learn !

4. Who am I , why am I here ?
• Change agent , qualified/experienced psychologist & technologist, Strategic Marketeer by training
• 25 year career, mixed commercial and technical, eCommerce for 16 years
• IT-wise, have been a supplier (outsourcing and GM of a software house) and Corporate end user
– Norwich Union, Thomas Cook & Avis Europe
• CIO/Director for 4 high-growth etailers (MandMDirect, Play.com, eBuyer.com and Screwfix.com)
• Specialise in business transformation
• Bear the scars from many change programmes

5. • Biggest Brands, Lowest prices - mandmdirect.com sells more than 230 brands of men’s, women’s
and children’s apparel including Adidas, Bench, Converse, Calvin Klein, Diesel, Levis, Miss Sixty, Nike,
Puma, Quiksilver, Reebok, Timberland and Vans )
• mandmdirect.com was founded in Leominster in 1987 - currently employs > 700 staff
• An active customer base of over 1.2M
• Over 90% of all orders received via mandmdirect.com website
• 15 million+ visitors each year , turnover in 10/11 over £110M
• Acquired by TA Associates in late October 2007

6. Workshop format : This is NOT a lecture !
• I will share a few ideas/opinions to get the juices flowing
• You will (hopefully) consider (and note down) your opinions on what you hear
• When I have finished rattling through my views , you will :
Either
Challenge me/your colleagues with a counter view/question then discuss
Or
Support them with an example of your own
• My hope is that we generate some stimulating debates ; or at least you are entertained !

7. Base Principle
Your people are your only asset
All other assets are delivered by your people
If you want to drive change
This is done through the people
Sustainable change requires securing the heart
Not the head
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

8. I would like to suggest the Magnificent 7 –
A set of principles I think you should consider to win
the hearts of your people and thus deliver successful change
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

9. 1. Avoid the mutiny
Hand-pick your team
NO COMPROMISES !!
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

10. 2. Remember the three C’s
Communicate, Communicate, Communicate
BUT don’t create a democracy
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

11. 3. They need to buy it, so you need to sell it !
The key is to understand the WIFM’s
then position the argument accordingly
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

12. 4. PASSION – If you don’t believe in it ...
How will they
Gravitas is over-rated !
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

13. 5. Don’t rubbish the past
When changing the future
Respect legacy
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

14. 6. Avoid the temptation to surround yourself
with disciples - embrace the naysayers ;
they are more powerful !
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

15. 7. Back to the future - Use symbols, stories & Icons
to embed the desired culture
NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

16. So those are my thoughts – what are yours ?