The client

Avis Budget Group (‘ABG’) is a leading car rental firm, operating three of the most recognised brands in the industry: Avis, Budget, and Zipcar, the world’s leading car-sharing network.

Their brands are available at 11,000 locations in 180 countries.

The challenge

ABG had developed an ambitious global programme of transformation: increasing digital interaction with customers, speeding the rental journey, and introducing new technologies to improve the customer experience. They had taken important steps to improve programme delivery by establishing centres of excellence in their three global regions and driving best practice in project management.

However, they were still not getting the results they wanted in terms of the pace, adoption and benefits of the transformation programme. They identified this was due to a lack of change management capability and insufficient focus on the people side of change.

Change Associates had worked with ABG through many aspects of their transformation journey and were asked to help.

What we did

We worked with the three global centres of excellence to define a Change Management Framework based on Kotter’s eight-step approach and aligned it with the ABG project lifecycle.

With input from key stakeholders, we built a detailed Change Management Playbook containing best practice tips including how to ensure strong sponsorship, what to put in your change strategy, and how to assess readiness for change. We supplemented this with bespoke tools and templates for practitioners to use on all ABG change projects.

We then designed training to launch the new playbook and build internal capability. Using a combined US and UK team, we ran workshops in different territories to reach all participants. The workshops focused on the practical application of change management using activities based on real ABG change programmes.

We ensured top level sponsorship for the initiative with the CHRO leading the overall programme, and key senior leaders attending the workshops to introduce the initiative and stress the importance of change management to the successful transformation of ABG.

The result

  • The Change Framework and Playbook helped drive a consistent global approach to change
  • Following the training sessions, practitioners were able to adopt a ‘change management mindset’, use the playbook and toolkit effectively, and felt more confident in their roles
  • The events were great networking opportunities and marked the launch of a connected change community across the business to drive continuous improvement in capability

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