Adoption–Adaptation, Strategy Matrix

, 23–26, 30, 35–36, 102, 134, 142, 162–163

Advocacy for technology-taking

, 113

creating

, 109–110

developing sense of community

, 110–111

reinforcing adaptation within sphere of influence

, 112–113

African Mothers Health Initiative

, 98

Agricultural commodities distribution

, 26

Airlines

, 23

Aldi

, 47

Alphabet

, 2, 4

Amazon

, 32

Amazon marketplace

, 6

Amish community

, 25

Andersen, Hans Christian

, 132

Andriole, Steve

, 139

Apple

, 2, 4, 31, 104, 171

Arrival (film)

, 123

Artificial intelligence (AI)

, 3, 22, 143, 171

AT&T

, 115, 118, 120, 123, 125, 126, 127, 128

Banking/banks

, 72, 108

Bar codes

, 140

Behavior change

, 6–9, 16, 24, 28, 32, 41–53, 65–66, 70, 106–107

capacity, building

, 65–66

data driving

, 51–52

limits on

, 53–55

mandate

, 106–107

organizational structure and

, 52–53

technology-taking and

, 6–9, 14–15

value creation and

, 42–49

Behavior Change Delta

, 6–9, 69, 75, 86, 90, 97, 113, 121, 133, 162–163, 168, 169

Blockchain as a service (BaaS)

, 3

Blockchain technology

, 3, 9–10, 31–32, 75, 82

distributed-ledger model for food programs

, 10

BMW

, 143–144

Branching literacy

, 124

Branson, Richard

, 64

Bridges, William

, 61

Buffet, Warren

, 104

Business process experts (BPEs)

, 13, 94–95

Cargill

, 10–11, 26, 31, 32

Cat videos on YouTube

, 47–49

Change frustration

, 83

Change leadership

, 61–71, 102–103, 169

Change management

, 11–13, 36, 72–84, 90, 93, 119–120, 122, 140, 143, 163

adoption of and adaptation to technologies

, 24

evaluation of technology adoption and adaptation

, 13

innovation

, 139

playbook

, 11–16, 36. See also Playbook for digital-era change leadership

sponsoring change

, 14

training for

, 14–15, 104–105

Change management function (CMF)

, 12, 36, 68, 72, 74–78, 79, 80–84, 89, 120, 140, 165, 166

benefits of internal

, 79–80

challenges in establishing

, 83–84

digital-era

, 66, 70, 74, 95

enabling change with

, 77

responsibilities for implementing technology-taking

, 80–83

virtuous cycle of change and

, 66

Change management office (CMO)

, 76

Change resistance

, 62

Cheezburger cat website

, 49

CHG Healthcare Services, United States

, 125

City of Charlotte

, 42

Cloud-based process

, 26

Cloud computing

, 45

cloud-based databases

, 48

COBOL

, 108

Conner, Daryl

, 61, 162

Content-streaming companies

, 28

Cook, Tim

, 171

Corn and Soybean Digest

, 26

Cost savings, value creation and

, 49–51

Cultural change

, 63–65

Customer Relationship Management (CRM) system

, 93

Data as a service (DaaS)

, 15–16, 136

Digital cameras

, 27

Digital era, defined

, 2–3

Digital-era advocates

, 108–109

Digital-era competency

, 133–135

Digital-era dislocations and disintermediation

, 22–23

Digital-era information technologies

, 1

behavior change of users of

, 6–9

relationship of technology takers and

, 1–16

twenty first-century

, 2

users of

, 1

Digital-era skills, investment in

, 123–127

employee learning and training initiatives

, 118–119

Fluent with Information Technology (FIT) skills

, 125

for future

, 127–128

“on demand and on the go” training modules

, 116

self-learning

, 116

Digital-era sponsors

, 103–108

Digital literacy

, 124, 127, 135–137

Digital literacy, evaluation of

, 124

Digital registries

, 82

Direct-to-consumer

, 41

Disintermediation

, 22–23

Disney

, 22

Division for Innovation and Change Management

, 76

Domino’s

, 118

Driverless trucks

, 23

Dropbox

, 2

Early Majority of the Innovation Adoption Lifecycle

, 30

E-commerce

, 41

Electronic health records (EHR)

, 44, 47–49

Engaging in change management

, 113–114, 173

advocacy actions

, 110–113

developing sense of community

, 110

digital-era advocates, role of

, 108–110

lobbying techniques

, 112

organization engagement

, 102

technology-taking sponsors, role of

, 103, 113

Enterprise resource planning (ERP) systems

, 2, 28, 31, 46, 50, 78, 79, 87, 94, 101

cloud-based

, 30, 98, 110

Software as a Service (SaaS)

, 4, 46, 92, 106, 161

Envisioning change management

, 73–75

Envision Play

, 74, 84

Ethereum

, 82

Facebook

, 4–6, 8, 9, 11, 33, 48, 85, 88, 90, 97, 111, 121, 133

FarmVille

, 163

Fluent with Information Technology (FIT)

, 125

Footwear

, 41

General Electrics (GE)

, 132

Georgia Tech

, 115

Google

, 4–6, 9, 48, 88

Google Search

, 8

GoToMeeting

, 2

Governance of change management

, 13, 140. See also Organizational governance

Hadoop

, 47

HSBC

, 31–32

IBM

, 104, 134

Information literacy

, 124

Instagram

, 4, 103, 121, 163

Interconnectivity

, 23, 26, 32–34, 93, 163

International Atomic Energy Agency (IAEA)

, 123

International Organization for Standardization

, 78–79

International Society for Technology in Education (ISTE)

, 111–112

Investment in digital-era technology

, 118, 126

in skill training initiatives

, 116–118

in training

, 118–119

iPhone

, 5, 104, 171, 173

ISO

, 31000, 79

Jimmy Choo

, 41

Kelvin, Lord

, 130

KiK

, 103

Knowledge management

, 140

Kodak

, 22, 26, 27, 108

Kotter, John

, 61

Kroc, Ray

, 10

Lally, Phillippa

, 121

Leadership challenges in digital era

, 33–34

Lewin, Kurt

, 61

Lidl

, 47

Lyft

, 11, 51–52

Mandate behavior changes

, 106–107

Martin, Bob

, 134

McDonald’s

, 10, 117, 172

Measurement, organizational change

, 129–144, 161, 166

benchmarking capabilities

, 137

digital-era competency

, 133–135

digital-era literacy

, 135–137

establishing metrics of managerial success

, 142

of managers’ attitudes about and abilities

, 132

managers’ embrace of technology change

, 130–131

performance evaluation systems

, 139

performance monitoring

, 136

Microsoft Office

, 117

Middle Eastern universities

, 45

MySpace

, 133–134

Netflix

, 22

NewsCorps

, 133

Northern Ireland

, 112

Office

, 365, 2

Online shopping

, 41, 44

Organizational culture

, 63–65

change

, 104

Organizational governance

, 13

achievement of organization’s mission

, 87–88

communication of changed processes and policies

, 97–98

compliance of policies and procedures

, 95–96

conduct of training sessions

, 96–97

creating

, 86–87

of digital-era systems

, 90, 99–100

governance committee

, 88–89

managers’ governance responsibilities

, 93–95

policies and procedures

, 87–88

readiness through

, 92

role of Business Process Experts (BPEs)

, 94–95

Organizational mission and values

, 68, 85–86

Organizational transformation

, 65

Outsourcing of change management

, 78–79

Perfect competition

, 4

Perfectly competitive market

, 4

Photo-visual literacy

, 124, 138

Planning for digital-era strategy

, 29–32

Playbook for digital-era change leadership

, 143

engaging in change management

, 113–114

envisioning change management

, 73–75

governance of change management

, 13, 85–100, 118

investment in digital-era technology

, 115–128

measurement, organizational change

, 129–144

Price takers

, 1, 3–5

Process re-engineering

, 9

Project management

, 73–74

Python

, 3

Reproduction literacy

, 124

Republic of Ireland

, 112

Return on investment of change management

, 76

Ride-sharing companies

, 28

Risk management

, 74, 79

Robertson, Peter

, 139

Robotics

, 3

SalesForce

, 2

SAP Concur

, 2

Scania

, 29

Self-service ordering technology

, 10

SharePoint

, 107–108

Sharing economy

, 28

Skilled workforce

, 127–128

Smartphones

, 2, 5, 117

Snapchat

, 4, 103, 163

Socioemotional literacy

, 124

Software as a Service (SaaS)

, 2, 28, 33, 92, 93, 94

based ERPs

, 4, 46, 92, 93, 106

Sponsoring change

, 14

Sponsors

, 102–105, 122, 167–168

Sponsorship

, 102–105, 167–168

Starbucks

, 110

Stumpf, John

, 96

Tamara Mellon Inc.

, 41, 48, 51, 55

Tata Group

, 140

Taxi

, 52, 131

Technological disintermediation

, 22

Technology Makers

, 2535

Technology Tailor

, 24–25, 35

Technology Taker

, 1, 5–6, 26, 35, 172–174

accountability

, 132

digitally savvy managers

, 129, 136

guiding principles for

, 26–29

planning for

, 30

risk-taking and experimentation

, 138–139

strategy

, 26–29, 67, 68, 74, 90, 115, 117, 163–164

Technology-taking

, 6–9, 11–16, 21, 161

advocacy for

, 110–113

behavioral model of

, 4

Behavior Change Delta and

, 6–9

change leaders

, 61

iterative

, 30

organizational strategy for

, 34

sponsors

, 102–103

Technology Tinker

, 25, 35

Teradata

, 47

Tesco

, 46–47

Tesla

, 125

Tinkering

, 25

Toffler, Alvin

, 162

Toyota

, 114

Training

, 15, 168

Training for technologytaking

, 115–123

Transportation

, 28, 29

Transportation planning

, 11

Trucking companies

, 23

Truck manufacturing

, 29

Tugboat operators

, 23

Twitter

, 92, 112

Uber

, 11, 51–52, 64, 91, 121

UberEats

, 172

Udacity

, 115

UK Government Digital Service (GDS)

, 50

Unisys Corp.

, 117

United Nations

, 49–51

United Nations Children’s Fund (UNICEF)

, 81

United Nations Development Group (UNDG)

, 81

United Nations Development Programme (UNDP)

, 81, 126

United Nations High Commissioner for Refugees (UNHCR)

, 81

United Nations Laboratory for Organizational Change and Knowledge (UNLOCK)

, 142

United Nations Office for Project Services (UNOPS)

, 81

United Nations System Leadership Framework

, 2017, 115

United Nations System Staff College

, 141

United Nations Women

, 81

Universal Product Codes (UPCs)

, 140

US Federal Trade Commission

, 85

US House Judiciary Committee

, 85

US Sarbanes-Oxley Act

, 78

US Senate Judiciary Committee

, 85

Value creation

, 10–11, 42–43

behavior changes and

, 51–55

cost savings in

, 49–51

in digital era

, 10–11

of new value streams

, 47–49

optimal

, 54

through cost avoidance and reduction

, 45–46

through data analysis

, 46–47

Virtuous cycle of change

, 66, 133, 165–166

engage

, 69–70

envision

, 67–68. See also Envisioning change management

govern

, 68. See also Governance of change management; Organizational governance

invest

, 70. See also Investment in digital-era technology

measure

, 70. See also Engaging in change management

Vision ownership

, 73

Wal-Mart Stores’ International Division

, 134

WebEx

, 2

Wells Fargo

, 96

Whirlpool

, 110

Windows XP

, 117

Workday

, 46–47

World Food Program (WFP)

, 10, 75, 81–82

unmanned aerial vehicle (UAV) project

, 81

YouTube

, 48–49

Zuckerberg, Mark

, 33, 89, 91