SOLUTIONS & CHANGE MANAGEMENT PREPARED FOR Jonas Cain | Performance Consultant, Learning Experience Designer & Facilitator of Fascination Hashtag Positivity, LLC 30 Newbury St. 3rd Floor Boston, MA 02116 Office: +1 (800) 969-9778 (EST) Cell: +1 (413) 364-4862 (EST) [email protected] SUBMITTED BY Jonas Cain | Performance Consultant, Learning Experience Designer & Facilitator of Fascination Hashtag Positivity, LLC 30 Newbury St. 3rd Floor Boston, MA 02116 Office: +1 (800) 969-9778 (EST) Cell: +1 (413) 364-4862 (EST) [email protected] DATE August 9, 2020 SOLUTIONS & CHANGE MANAGEMENT EXECUTIVE SUMMARY This document provides at an outline of solutions and change management to address Hashtag Positivity’s performance gaps in five parts: SECTION 1: Context & Performance Gap Summary SECTION 2: Vision of Change Statement SECTION 3: Intervention Identification SECTION 4: Intervention Development SECTION 5: Change Management Plan APPENDIX: Interventions 800-969-9778 | HashtagPositivity.com 2 SOLUTIONS & CHANGE MANAGEMENT 1. CONTEXT & PERFORMANCE GAP SUMMARY Hashtag Positivity, LLC is a single owner entrepreneurship that provides social emotional knowledge, skills, and resources to emerging adults (defined as teenagers and young adults, usually between the ages of 16 and 20) and their influencers (teachers, administrators, counselors, social workers, parents, and so forth). Primary services include leadership development workshops and assemblies for students, and consulting, coaching, and professional development training for educational professionals and parents—for both in person and virtual interventions. The following chart outlines a summary of the performance gaps: ACTUAL STATE DESIRED STATE PERFORMANCE GAP ROOT CAUSE(S) Type Little to no consistent Consistent and More connections There are no set Information and ongoing weekly ongoing weekly and conversations specific expectations connections and connections and with potential clients for how many weekly conversations with conversations with need to be had on a connections and potential clients. potential clients. weekly basis. conversations with potential clients should be happening. 2020 (Year-to-Date): Enough contracts to More contracts need There is no specific Information • Contracts: 19 generate $150,000 to be closed. expectation for how • Income: $4,084.37 in gross business many closed • Income per income. contracts should be Contract: $214.97 generated. 2019: • Contracts: 29 • Income: $18,937.50 • Income per Contract: $653.02 Staff often misses key Staff is able to focus Staff needs to With only one staff Capacity components of job on each task to perform all job tasks member responsible tasks. perform duties with with care and for all the duties high level of care accuracy. within the and accuracy. organization, there is only so much they are capable of doing. Feedback is not Compile feedback Feedback needs to Formalize the Resources always collected and from participants and be compiled and feedback and formal evaluations are generate evaluation evaluations need to evaluation system. not always completed. reports consistently. be done consistently. 800-969-9778 | HashtagPositivity.com 3 SOLUTIONS & CHANGE MANAGEMENT 2. VISION OF CHANGE STATEMENT The following is Hashtag Positivity’s vision of change statement: Hashtag Positivity has an opportunity to significantly increases sales within the next twelve months. This is a realistic expectation because the presence of a global pandemic has forced schools and higher education institutions into remote learning, creating an increased demand for engaging virtual content to serve the educational and social-emotional needs of teenagers and young adults. Up until now, Hashtag Positivity has not taken proactive steps to be of advanced service to this market, yet the organization is capable of fulfilling a valued and timely need. By increasing outreach to this target market, with the expectation of building relationships and being of service—and following through with the prescribed interventions—there is no reason why Hashtag Positivity can’t become a visible leader in the youth development industry. This vision of change is supported by the interventions prescribed on the next page. Each intervention supports each other to drive the vision forward, by eliminating unnecessary tasks, creating specific and clear goals, and providing valuable resources to make follow through more efficient. 800-969-9778 | HashtagPositivity.com 4 SOLUTIONS & CHANGE MANAGEMENT 3. INTERVENTION IDENTIFICATION To address this vision, the following interventions are recommended: PERFORMANCE ISSUE INTERVENTION INTERVENTION DESCRIPTION INTERVENTION CATEGORY JUSTIFICATION More connections and Environmental Provision of Information: This intervention will conversations with Create a quota of prospects to provide resources to make potential clients need to be connected with per week. connecting with prospects be had on a weekly easier while also providing Provision of Resources: Create basis. a clear goal to aim for. an email template for reaching out to prospective clients. Provision of Resources: Create a phone script to be used as a guideline while talking with prospects to determine their needs. More contracts need to Environmental Provision of Information: This intervention provides be closed. Create a sales quota that must a clear goal to aim for, be reached per quarter. rather than taking a “hope for the best” approach. Staff needs to perform Environmental Elimination of Task This intervention will help all job tasks with care Interference: Remove leverage the limited time and accuracy. Emotional unnecessary tasks and for maximum efficiency. automate routine tasks. Recognizing valued Recognition for Superior performance will provide Performance: When quotas motivation crucial to are met, celebrate the wins sustaining effort. with a valued reward. Feedback needs to be Performance Aid Job Aid: Create a checklist to This intervention will compiled and systematize the feedback and streamline the feedback evaluations need to be evaluation process and evaluation process done consistently. while also ensuring that follow up is made in timely manner. 800-969-9778 | HashtagPositivity.com 5 SOLUTIONS & CHANGE MANAGEMENT 4. INTERVENTION DEVELOPMENT The following chart outlines what needs to be developed in order to produce these interventions. See the Appendix starting on page 9 for fleshed out details. PERFORMANCE ISSUE INTERVENTION REQUIRED DEVELOPMENTS More connections and a. Provision of Information: Create a a. A reasonable judgement will need to conversations with quota of prospects to be connected be made to predict approximately how potential clients need to with per week. many prospects need to be contacted be had on a weekly in order to generate the desired b. Provision of Resources: Create an basis. number of contracts. email template for reaching out to prospective clients. b. A simple word document can be created with a variety of sample email c. Provision of Resources: Create a templates that can create awareness, phone script to be used as a interest, and desire to set up a phone guideline while talking with call or Zoom session to learn more. prospects to determine their needs. c. A simple word document with questions and bullet points can be created. More contracts need to Provision of Information: Create a A reasonable judgement will need to be be closed. sales quota that must be reached per made to estimate how many contracts will quarter. need to be closed to reach the desired income. This will also necessitate a decision on what products and services can be focused that can generate the highest potential income per contract, along with the highest volume per product or service. Staff needs to perform a. Elimination of Task Interference: a. A reasonable judgement will need to all job tasks with care Remove unnecessary tasks and be made to determine what tasks are and accuracy. automate routine tasks. unnecessary and/or are low priority. A daily checklist can also be created to b. Recognition for Superior ensure that the top priority tasks are Performance: When quotas are done every day. met, celebrate the wins with a valued reward. b. An incentive plan will need to be created. The initial plan is to send out press releases to all the local media outlets when mini wins are achieved. This will produce a rush of pride in achievement while simultaneously initiating a greater presence in the community. Feedback needs to be Job Aid: Create a checklist to A system will be created to formalize the compiled and systematize the feedback and evaluation process, including a provision evaluations need to be evaluation process of incentives for clients to complete the done consistently. evaluations, and a form will be used to manage and track the progress. 800-969-9778 | HashtagPositivity.com 6 SOLUTIONS & CHANGE MANAGEMENT 5. CHANGE MANAGEMENT PLAN Using the Kotter (1995) approach, here is the change management plan to fulfill this vision: Step One: Create Urgency There is already a sense of urgency, as sales have already drastically declined, so failure to act now will push the organization out of business. In addition, the pandemic is a timely concern, and there is a high need to meet the challenge now. Step Two: Form a Powerful Coalition Since the organization has only one staff member, the change coalition will be a coalition of one. Step Three: Create a Vision for Change Hashtag Positivity has an opportunity to significantly increases