The client

Kantar WorldPanel (Kantar) is a data and evidence-based agency providing insights and actionable recommendations to clients, worldwide.

Offering unique access to 100 million respondents, Kantar can provide a rounded understanding of people around the world: how they think, feel and act, globally and locally in over 90 markets.

The challenge

Kantar was implementing a new operational system which would change the way it provided its services and insights to customers.

This involved a shift away from a traditional model of buying reports from Kantar’s panel and paying consultancy fees. Instead, customers would be able to access panel reports and data online and buy in value added consultancy support as needed.

This required a change in the business operating model. Almost all roles would be affected, particularly those in sales and systems support.

Kantar asked Change Associates to develop a change management plan.

What we did

Our consultants worked with the programme team and HR function to design a Change Toolkit to be used by the programme team. We helped the programme leadership to present the approach to the business leaders to secure buy in.

We then supported the roll out of core elements.

We first worked with local HR leaders to complete a stakeholder assessment and management plan and develop a communications programme.

Our development specialists designed a core training programme to develop the behaviours and capabilities needed to provide the new service.

The result

  • During the roll out it became clear that the business was not yet ready for this level of change.
  • We highlighted some of the issues and advised pausing the programme roll out until they had been addressed.
  • After a four-month re-set of the programme, they remobilised and successfully delivered the roll out.

“Change Associates had the confidence to challenge our assumptions and helped us recognise we needed to reset if the programme was to be successful. This kind of advice shows bravery and integrity – and we respect that.”