We bring people to the center of the change, so you can reach your business transformations targets

Change management and culture transformation

Change management and culture transformation

Transforming with a people-centered approach 

In today's fast-paced world, change is the only constant. Knowing how to navigate these changes effectively is therefore more crucial now than ever. 

Our change management team focuses on managing the most important aspect of change, the people. Whether the change is about new technology, processes, culture, or operational changes, it is ultimately about people changing their behavior. Together with you, we ensure that people can successfully adapt to the change at hand, enabling you to achieve your business goals.

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Changing technology or implementing a new process will not transform your business. Changing the way your people work will.

The elements of successful change

We have a comprehensive, people-centric approach to change, supported by effective tools, methodologies and the latest technology. For each change, we develop a tailored plan, which captures the essential elements of successful transformation combined with thorough understanding of your unique challenges, goals, and culture. We address the needs of various stakeholders, actively involving them in the planning and implementing the change.

Key change elements

We establish a clear vision and reasons for change. We ascertain management’s commitment to the change and support them in leading the change. 

We identify the difference between the current and future states, i.e. the necessary changes that need to be made for various stakeholders. We ensure that stakeholders receive a clear picture of what change means specifically for them and plan needed change support activities accordingly. 

We understand the needs, expectations and concerns of the various stakeholder groups in such a way that we are able to proactively manage them. 

We support the change journey of each stakeholder group through active communication, which ensures that everyone receives the right information at the right time.

We plan and implement training that is appropriate for each stakeholder group, which ensures that everyone is prepared and ready. We make sure that necessary support is available until the new ways of working have been established. We utilise the latest technology like interactive training platforms and AI chatbots.

We are monitoring data related to change, e.g. readiness, adoption and success. We utilise visual and interactive dashboards and create a plan of action according to the data and iterate when necessary to ensure successful change.

Culture transformation

Organisational Culture and Leadership

Organisational culture is the heartbeat of every workplace, reflecting employees' thoughts, beliefs, behaviours, and feelings. These elements are deeply connected. To attract and retain top talent, organisations must actively shape their culture to align with their values and goals. This will drive performance, facilitate change initiatives and turn resistance into enthusiasm.

Developing Organisational Culture

Creating a unique organisational culture iwith understanding what energises your team—and what holds them back. What gives your people pride? What gets in their way?

For transformation to take root, effective change management must focus on organisational culture and behavioural changes. Cultural transformation is an exciting journey, not a quick fix. And we’re here to walk it with you.

HR transformation and technology

As business landscapes rapidly evolve, HR functions transition from administrative role to technology-driven enablers of organisational growth. Effective HR transformation embraces this shift, delivering practices that leverage technology to meet the evolving needs of both the business and its employees.

HR operating model and service delivery

By redefining HR operations, organizations can ensure HR continues to effectively support business goals. Organizations that embrace innovative operating and service delivery models achieve operational excellence by centering on the human experience and using technology to enhance and connect their workforce.

HR processes, technology and automation 

Successful HR functions depend on well-crafted end-to-end processes. Supported by robust, integrated HR technology, employees receive consistent, accurate, and timely services. Additionally, Artificial Intelligence presents great opportunities to enhance these operations by streamlining tasks and providing even faster support to employees, allowing HR to focus on strategic initiatives. When HR operations and technology work in harmony, they foster growth for both employees and the business. We are committed to helping you realize this vision.

We support you at every stage of the change journey and make it a success—together

Whether it's an operational or cultural change, IT transformation, implementation of a new strategy, or mergers and acquisitions, we can support your organisation in any situation involving change and transformation. Our comprehensive change management services include change strategy development, implementation support, and change capability development—everything needed to seamlessly navigate transformation. We partner with you to create successful changes, enabling you to achieve your business goals and transform your vision into reality.

Organisations that put people at the centre of their transformation journey are three times more likely to be successful than those that don't.

How can we support you? – Our services

Change management strategies & case for change

Successfully steering an organisation through transformation requires a well-defined change strategy and an aligned vision that resonates with your organisation's goals and culture. Our experts work closely with you to design concrete plans tailored to your specific needs

Our services include e.g.

  • Change management strategies and plans to ensure effective approach and to create concrete plans to drive the change.

  • Leadership alignment and visioning workshops that facilitate a shared understanding and commitment across leadership teams.

  • Communication and engagement planning to effectively articulate the change vision and encourage stakeholder buy-in.

  • Training strategy development to tailor the most effective approach for equipping your teams with the necessary skills.

  • Resistance management strategies and plans to proactively address and mitigate potential resistance to change.

  • Risk analysis and mitigation plans to identify potential obstacles and develop strategies to overcome them.

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Change implementation & adoption acceleration

Smooth and efficient implementation is the key to realise the benefits of any change initiative. We provide comprehensive support to help you navigate the complex process of making change happen across your organization.

Our services include e.g.

  • Change implementation support through hands-on guidance and active involvement in rollout activities.

  • Establishment of Change Management Office (CMO) or change management support integrated within PMO to systematically coordinate change efforts.

  • Change readiness assessments that evaluate organizational preparedness and identify potential challenges.

  • Development and monitoring of change metrics and analytics to track progress and measure success throughout the change process.

  • Communication and stakeholder engagement to build buy-in and commitment to change projects.

  • Change network development and management to drive change initiatives at all organizational levels.

  • Training and development program execution designed to upskill teams and equip them with the necessary knowledge.

  • Post-implementation support to ensure sustainable change adoption and address any ongoing issues or adjustments needed.

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Change management capability development

Building your organisation’s internal change capabilities ensures long-term success and resilience. We empower your teams with the skills and tools needed to manage change effectively on an ongoing basis.

Our services include e.g.

  • Organisation’s change capability analysis​ to identify key areas for improvement.

  • Change cabability development e.g. through tailored workshops and training programs, establishing Change Management Office (CMO) and change management network.

  • Change management toolkits providing practical resources such as templates, checklists, and frameworks.

  • Leadership skills development & coaching

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Our change management success stories

Deployment of a new CRM system with Varma

Explore our successful deployment of a new CRM for Varma, utilising Salesforce as the chosen technology. Discover insights on the project's progress and Varma's feedback.

Read more

Re-designing the operating model to support stronger customer demand

Change management for customer service operating model re-design

Sector: Insurance

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The volumes in customer service contacts had grown steadily during past few years and the current operating model did not serve the company as well as it could have. Response times and first contact resolution rates were not satisfactory and customer Net Promoter Scores were declining every month. A new way of working with stronger collaboration and a set of new skills was needed.

We re-designed the process and ways-of-working in the customer service front-end and back-end teams. We tailored a training program and content to fit their needs and implemented the trainings with ongoing support for leadership engagement and communication. Stronger collaboration models inside teams and cross teams was introduced with a clear set of KPI’s to measure the daily success.

Customer service operations were no longer in “alert mode”. Personnel had a clear sense of tasks and priorities to work on each day – and a new set of skills to meet the targets. The team leaders were able to track the success of their teams and had a new leadership and coaching toolkit to support each individual in their personal growth journey. Clearly communicated and documented roles and responsibilities between teams were designed and trained for people to ensure seamless collaboration

From product-oriented industrial manufacturing to customer-oriented lifecycle business​

Change management for improving customer centricity

Sector: Industrial manufacturing

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A global industrial manufacturer needed to unify their siloed ways of working to serve their customers better with end-to-end lifecycle solutions.​

Key success drivers were combined Capital and Service lifecycle solutions, collaboration throughout product groups, and improved customer satisfaction and employee experiences.

We helped create service visions and blueprints for lifecycle business models, increasing customer focus. People activities, communication and change agent network were key in creating winning strategies and gaining more market share.

Company wide learning programme was implemented to support the new ways of working and enabling change globally in daily operations. 

Together we achieved ​

  • Coached sales personnel to win major sales cases of over 100M€,​

  • Communicated for the personnel frequently and impactfully throughout the project​

  • Had multiple fun and engaging events for key stakeholders to create momentum​

  • Trained over 500 impact makers globally and​

  • Increased the company’s profitable market share from 50% to 70%.

Growth through new strategy, operating model & culture

Change management in large operating model and organisational change

Sector: Defence

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Client had created a high-level growth strategy and we joined the forces to kick off determined efforts to design the strategy in more details, operating model to support it and implement the new operating model.​

We took the responsibly to plan and manage the change management for the whole transformation which required also significant organisation change starting from the executive management team level.

We led the change management team which analysed the organisational impact, formulated the needed description of it to the employee negotiations and supported in managing the negotiations.​

We planned and managed also all the other change management elements like change leadership, communication, training and change measurement.

Needed employee negotiations were held in five countries in good cooperation. Significantly renewed organization got nominated successfully (approximately 2000 employees in scope). ​

New operating model was trained and new organisation with new roles was taken into use without any operations or business disruptions.

Building a group-wide internal change capability ​

Building a​ fit-to-purpose change management model and capability 

Sector: Forest

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Client had identified change management as one of the key success factors in making their strategy come to life. ​

The starting point was a clean sheet –they had no processes, roles or common ways of working in place. A holistic change management model with suitable governance needed to be designed, staffed and implemented.

We created the high-level concept and content areas of change management – this worked as the basis for the model. Then we created a 100-page change management handbook with all the needed theory, tools and templates.​

Simultaneously we worked with group business leadership to create a governance model for how the model would be steered in the future as well as built a roadmap for implementation.

In the end the client had a well-functioning intra-page to work as the first point of contact for change management information, tools and templates.​

They also had established and nominated a new group wide core team for change management with clear roles and objectives.​

The designed roadmap worked as the backbone for all development activities.

Developing and deploying operating model and systems

Change management in large business transformation

Sector: Forest

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The client had set up program to define, develop and deploy operating model and systems which would develop the wealth management business according to its strategy and fulfill the MiFID II (Markets in Financial Instruments Directive II) requirements. ​

No focus had been put to change management or on how the defined changes would be implemented.​

Change impact assessment was conducted to identify the key changes for each impacted stakeholder group.​

Change management approach was defined together with the client.​

Fully functional change management team was organised.​

Thirteen deployment projects were organized and change management plans were made for each of them together with impacted organisations’ leaders.

More than 5000 employees were trained with e-learning and class room training with positive training feedback (NPS = 70)​

Approximately 800 000 customer were informed or contacted about the change.​

Change adoption and result measurement showed that targets were met.

Implementing Salesforce as the new global quote and order management tool

Change management for process and system implementation

Sector: Engineering

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There were several processes and systems in use to handle spare and ware parts’ quotes and orders. There was no visibility to the process efficiency. Common processes and Salesforce as a global tool was decided to be taken into use.​

We were responsible for the PMO, process design and change management.

Change impact was assessed to understand the impact to different stakeholder groups which had different processes and systems in use. Training needs were identified based on the assessment, and they were turned into training curriculum and plan. Extensive and global training program was carried out with phased go-lives. Adoption was measured and followed after go-live to ensure expected results.

Approximately 800 employees were trained with train-the-trainer approach. New processes and Salesforce as a new tool was successfully taken into use.​

Visibility to common processes and system usage was created. This enabled to follow up of correct ways of working and process adherence.

Aligning two cultures and operating models to create great customer and employee experience

Culture and change management in mergers & acquisitions

Sector: Financial services

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Client’s M&A led to a state where the leadership wanted to save all the well working parts from both companies, while renewing the parts that needed improving.​

The companies had 1200+ employees and the merger needed to be carefully planned from people, office network, products, systems and leadership perspectives.

We worked closely with the people and culture function to design a detailed roadmap for the merger. The roles and reward systems were planned, employee negotiations were executed, new teams and leadership structures were trained, multiple supervisor and personnel workshops were facilitated to create understanding around culture and how people can support each other and work seamlessly together in the new company.

The top management team was very happy about how the merger was handled. Key people were engaged and aligned throughout the change journey and everyone new their own role in the new company. Organisational culture evolution and leadership development was in the core of the merger. Communications and people activities received great feedback. Eventually the merger evolved into a robust multi-year development program that is still ongoing in the company. 

Ensuring smooth technology and processes implementation across global teams​

Change management of connected systems implementation

Sector: Energy

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The client was deploying SAP modules in their global sites to enhance their asset lifecycle management. A gap emerged in synchronising changes in the connected systems and other ongoing projects. ​

We were tasked with coordinating the change management activities to ensure successful implementation of the changes, under the same timeline as the SAP rollout.

  • Created comprehensive change management plan aligned to the overall program scope & timelines​

  • Conducted workshops to understand change impacts and tailor site-specific change strategies​

  • Engaged leadership through briefings for alignment and support​

  • Implemented a comprehensive communication and training plan to prepare stakeholders for the changes

  • Achieved integration with SAP deployment timeline and minimal business disruption, preserving operational continuity for the sites​

  • Coordinated trainings for ~300 people in system and process changes with positive feedback​

  • Enhanced stakeholder readiness and engagement through effective communication for over 1000 impacted stakeholders​

  • Change measurement plan to follow the adoption of changes

Major ERP transformation harmonising business processes​

Change management approaches for global transformation program​

Sector: Manufacturing

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The client, together with us as the main deliverable partner, was kicking off their SAP enabled business transformation. We were tasked with setting up the change management approaches for the program. In addition, we oversaw the onboarding and upskilling the pilot countries’ teams and their change managers .

Our team led the efforts in creating and executing: ​

  • Engaging communications to convey change vision​

  • Stakeholder assessment for tailored Leadership engagement.​

  • Personal led approaches for change impact assessment & training plans ​

  • Influencer networks for grassroots support and a tangible business readiness approach

  • Successfully created robust change management approaches for the program to ensure smooth transition to new ways of working​

  • Creative, targeted and engaging communications and events to enhance people readiness ​

  • Onboarded and leveraged local teams, change managers and influencer networks to effectively localise and sustain change efforts

How can we help you?

Contact our specialists

Contact us

Jani Sydänmaanlakka

Advisory, PwC Finland

+358 (0)20 787 8785

Email

Jussi Leinonen

Advisory, PwC Finland

+358 (0)20 787 7946

Email

Rashmi Poondla

Advisory, PwC Finland

+358 (0)20 787 8378

Email

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