Matthews International Builds Global Change Management Competency

Matthews International, a global leader in various sectors including consumer products branding, memorialization products, and industrial technology, embarked on a journey to enhance its enterprise change management (ECM) capabilities. Despite facing challenges posed by a complex organizational structure and the global pandemic, Matthews International successfully embedded change management practices across its global operations with significant support from Prosci approaches and tools.

Challenge

Matthews International faced multifaceted challenges while attempting to embed enterprise change management capabilities across its global operations. With three diverse business segments and over 250 locations spread across 26 countries on six continents, the company experienced organizational fragmentation. Each business unit operated independently, employing unique tools, systems, and practices influenced by regional and cultural norms. This diversity complicated the deployment of unified change management solutions.

The need for change management became clear following the largest business acquisition in Matthews' history. The company struggled to integrate the newly acquired entity and implement common technology systems like SAP. Initially, Matthews employed various change management methodologies from different sources such as IBM, KPMG and LaMarsh. However, this approach proved overly complex and ineffective in gaining leader buy-in. The need for a standardized and simplified change management methodology was apparent.

Solution

Change management training for consistent change management approach

ECM Boot Camp to build a roadmap to the future state

Train-the-Trainer Certification to enable internal training of employees

Organizational Change Competency License for access to Prosci tools, including the Prosci Methodology, training programs, digital tools and research

Online Enterprise Training to facilitate global reach with localized trainings

Becoming a Prosci Certified Train-the-Trainer

To address the identified challenges, Matthews International chose Prosci solutions, starting with the Enterprise Change Management (ECM) Boot Camp. Through this training, Matthews' change leaders recognized the value and simplicity of the Prosci ADKAR® Model. Subsequently, they invested in Train-the-Trainer certification, so they could deliver Prosci training internally. This enabled them to build a change management network while working with budget constraints. And by expanding their trainer network to seven trainers globally, Matthews effectively supported rapid competency expansion.

Delivering Online Training Programs

The global reach of Prosci virtual, instructor-led training programs allowed Matthews to develop new change practitioners and equip over 900 people managers and change champions with change management skills. These online sessions also facilitated the establishment of a global change champion network, addressing regional and cultural variations across the organization. The comprehensive training and the resultant network significantly contributed to developing a unified change management approach.

Acquiring a Prosci License

To manage change on a massive scale and support approximately 11,000 employees, Matthews acquired a Prosci Organizational Change Competency License. This license provided an affordable means to train a broad spectrum of employees while maintaining the quality of training programs. The Prosci license facilitated online and in-person training, which was essential during the COVID-19 pandemic and their rapid pivot to digital transformation and global business services alignment.

Results

The structured approach and internal capacity built through the Prosci Train-the-Trainer Program equipped Matthews International to train 190 change practitioners. This ensured consistent application of Prosci approaches across dispersed business units and regions.

Delivering over 40 training programs within two years also greatly improved employee and leadership engagement. Effective training helped them see the value of managing the people side of change and fostered a culture that embraced change management practices.

In terms of complex projects, the knowledge and skills from Prosci training enabled Matthews to implement a new enterprise-wide customer engagement tool while aligning business services globally. Even during a global pandemic, Prosci solutions supported the proactive and supportive work environment they needed to navigate uncertainties.

Feedback from Matthews' leaders underscored the practical benefits of our methodology and tools. Projects that previously struggled to gain traction were revisited and successfully implemented, thanks to the enhanced focus on the people side of change. This demonstrated a clear return on investment in Prosci change management solutions.