Today’s business world sees organizations outsourcing and multi-vendor environments as the norm as organizations are under pressure to adapt and evolve. While technology and processes are often in the spotlight, the key to sustainable success is understanding and influencing human behaviour. Organizational Behaviour Management (OBM) provides a structured framework for doing just that—aligning individual and team behaviours with the organization’s goals.
Driving meaningful behavioural change requires more than just telling people what to do. It starts with recognising the factors that shape behaviour, understanding how those behaviours affect performance, and implementing strategies to guide teams in the right direction.
Step 1 – Naming Behaviour
One of the first steps in fostering behavioural change is identifying and defining specific behaviours. If behaviours aren’t named and understood, efforts to change them can become unfocused and ineffective. By naming and isolating key behaviours, leaders can focus on the most critical elements that need adjustment to meet organizational objectives.
Step 2 – Uncovering the Patterns
Once key behaviours are identified, leaders need to observe and analyse them. OBM offers tools and techniques to track behavioural patterns and uncover the underlying causes of performance issues. Understanding these patterns is crucial in addressing them effectively, whether it’s a lack of motivation, poor communication, or external stressors.
Step 3 – Avoiding Common Pitfalls
In implementing behavioural change, leaders often fall into common traps. One such pitfall is focusing too heavily on punitive measures, which can create resistance and lower morale. Another is underestimating the time and effort required to change deeply ingrained behaviours. Recognising these pitfalls early on can help leaders avoid them and take a more constructive approach.
Step 4 – The Behavioural Compass
Change doesn’t happen overnight, and it doesn’t happen without direction. Tools like the “Behavioural Compass” can guide teams towards the behaviours that align with the organization’s goals. This compass serves as a constant reference point, helping employees stay on course and ensuring that behavioural adjustments lead to meaningful improvements in performance.
Step 5 – The Roadmap
True behavioural change is not a one-off initiative—it’s an ongoing process. Leaders need to develop a roadmap for sustaining behavioural improvement over time. This involves setting clear milestones, continuously monitoring progress, and adjusting strategies. By committing to a long-term approach, organizations can create a culture that encourages and reinforces positive behaviours, driving better results and service delivery.
Leaders can unlock significant improvements in collaboration, productivity, and service delivery by focusing on behaviour and the human element within an organization. In complex environments such as Service Integration and Management (SIAM), where multiple vendors and teams are involved, aligning behaviours across the board is essential for success.
For those interested in knowing more about the practical application of OBM principles, Patrick Belmans, Senior Service Management Consultant at 2Grips, will be speaking at Service North this November. His session will explore how OBM can be applied within a SIAM framework to foster a more collaborative, high-performing environment. You can register here.
