The client

Our client is one of the world’s leading hospitality groups. They operate a diverse portfolio, which includes some of the world’s best-loved hotel brands and more than 6,000 hotels in 100+ countries.

The challenge

Having successfully weathered the impact of Covid, the pace and complexity of organisational change were increasing.

A new global CHRO recognised the need to build capability in organisation design and change, and created a new function to drive this agenda. They asked Change Associates to advise on how to set up the new function for success and support the delivery of organisation change projects.

What we did

We brought together a team, including experts in operating model and organisation design, change management and hospitality, to partner with our client’s new department. We started by building our understanding of the business context, including strategy, priorities, and culture.

We worked with the in-house team to establish their purpose, key accountabilities and priority activities and ensure these were ratified by senior leadership. We then developed a common approach to organisation design across the wider global organisation and built a detailed toolkit to support practitioners and embed the new methodology.

We assessed the capability of key practitioners and the wider HR group across important dimensions to help understand priorities for change and build a roadmap for improvement. We then engaged the practitioners in an ongoing series of workshops to understand evolving business needs, shape policy, share best practice, build capability, and test new approaches and tools.

We also supported a strategic organisation design project involving a change in the global operating model. This provided a great opportunity to test the new approach and the toolkit on a live project and understand what worked well in practice and what could be improved.

The result

  • The central team established a clear purpose to drive best practice, build capability, exploit the use of data, and provide expertise in organisation design and change

  • Practitioners embraced the new approach and felt better equipped to deliver organisation change

  • The business has a clear plan of action to drive further improvements in organisation design and change to improve the successful delivery of change

  • Change Associates continues to provide advisory and delivery support to the organisation design and change agenda

Image (c) Shutterstock  | Sergii Figurnyi


Feedback from team members

“I’ve used the toolkit on two major re-organisations. It’s really helped me work with leaders to take a more structured approach to change.”

“The interactive toolkit was just what I needed on a recent transformation. It was good to be able to choose the right tools.”.