What is The CHANGE Simulation? 
The CHANGE Simulation provides a realistic evolving scenario of a complex, bureaucratic business in need of change. It provides an environment for learning, through role-play, about leadership, customer focus and the management of change. It is a training experience that involves and challenges staff at all levels — and its fun! 
Who should attend? 
This engaging and challenging business simulation is for anyone in business who needs to improve their understanding of service and product quality, business process improvement, the management of change and customer centricity. The CHANGE Simulation will benefit: sales forces changing from product to customer focus; teams wanting to improve customer orientation; whole divisions where major changes are planned; staff who need to improve cross-functional teamwork; supervisors or managers responsible for implementing change.  
What will they learn? 
The CHANGE Simulation is an enjoyable and involving way to learn the key concepts of business process and customer focus. The role-play workshop is based on the premise that if people understand how to build a customer-focused business, they will give better service and generate more profit. Attempts at business improvement are immediately tested to see what effects they have on customer satisfaction, sales and profitability. The positive experience of change provides the motivation for effective change to occur and the techniques can be applied immediately to real business situations. Above all, it gives participants the experience of being active leaders of change rather than its victims. 
How will they learn? 
Experiential learning — or ‘learning by doing’ — enables your people to absorb essential concepts and transfer them directly to their workplace in the form of changed behavior. Knowledge and business acumen are not only increased, but — vitally — also retained.
What will they do? 
The participants are divided into teams, each team inheriting a manufacturing organization in disarray. The organization’s purpose is to manufacture and sell greetings cards. The team’s purpose is to turn it around so that it satisfies its customers’ needs and secures more and more orders at the right price. In a number of 20-minute ‘rounds’, the team’s organization must understand, collect and fulfil the customers’ requirements. They can change anything about their inherited company (job roles, how orders are taken, prices and so on) but must get approval from their CEO (an HLC trainer) for financial commitments. The customer buys and re-buys, just as he or she would in real life, according to whether the products are delivered on time, at the right price and to the correct specification … and whether they were treated well as a customer.
What’s the result?
Participants learn, in a practical hands-on way, the principles of:
  • Managing change — in ways that create involvement and ownership
  • Key account management — focusing on the customer’s needs
  • Team work — roles and team dynamics in a realistic work environment
  • Internal customers — identifying opportunities to improve communications & performance within teams & between functions
  • Process mapping — producing a shared understanding of how work processes operate
  • Root cause analysis — getting to the bottom of problems and solving them
  • Benchmarking — comparing one business with another
  • Task analysis and prioritization of tasks

Who else has benefited?  

  • Harvard Business School — trained about 900 MBA students a year, over 10 years
  • Abbott Laboratories – used the simulation to enhance customer orientation in 800 managers worldwide
  • First Data Corporation – use a customized version to develop leadership in high potential managers
  • T-Mobile — train managers to focus on customer needs and enhance customer service
  • Stanford Graduate School of Business trained 840 MBA students over 4 years


Who should attend: 
Anyone in business!  
Class size:
Any number of people in teams of 8-18 (depending on objectives). We successfully run groups of up to 900.
Duration: 
2 days (can be flexed to suit your needs)  

I want more information about this simulation
 
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