How to Elicit Group - Wide Change

There’s a dirty little secret lurking behind every multinational telecom project: market standardization is notoriously tricky, and every local market will inevitably push back with the classic, "We do things differently here." But here's the blunt truth - if you bow to that pressure, you lose the essence of globalization: consistency, efficiency, and proven best practices.

The Myth of Market Uniqueness

"We’re special."

"Our customers are different."

"We have a unique culture."

If you're in procurement, you've heard it all before. Let’s cut straight to the truth - yes, every market has nuances, but fundamentally, telecom customers around the globe want the same thing: great service, competitive products, reliable networks, and engaging experiences.

Allowing too many exceptions to the "global rule" doesn’t just dilute your project; it dismantles the economies of scale and erodes the very foundation of international expertise you’re paying for.

Understanding the Real Challenges

Rolling out a standardized project across multiple markets will inherently face resistance, primarily driven by:

• Local Market Pride: Markets fear losing control and autonomy. The project isn’t just about change - it’s about relinquishing a sense of independence.

• Fear of the Unknown: Employees prefer local vendors because of familiarity, not necessarily because of capability.

• Vested Interests: Local relationships and incentives often obscure the genuine value proposition of global vendors.

These barriers are not minor - they’re embedded cultural biases, deeply rooted in the mindset of local teams. Your job as the procurement lead is to clearly articulate the cost-benefit equation and communicate relentlessly why local markets benefit more from global consistency than local variations.

Holding Your Ground: Keeping the Project on Track

To maintain control without alienating markets, your strategy needs three pillars:

1. Strong, Clear, and Relentless Communication

Lay out the vision clearly and relentlessly. State the non-negotiables upfront - what elements are global standards and why. Highlight how these standards are not restrictions but proven best practices that elevate local market performance.

Use concrete examples from other successful global rollouts to illustrate the tangible benefits: reduced costs, increased efficiencies, improved KPIs, and a better customer experience.

2. Collaborative Rather Than Dictatorial

This might seem contradictory given the above, but it isn’t. Engage local teams early and involve them genuinely in the process - not to give veto power, but to create a sense of ownership. Ask: "How can you implement this global standard effectively?" rather than "Do you want this standard?"

Acknowledge valid local insights and integrate minor adjustments where feasible without compromising global standards. This approach builds buy-in and reduces friction.

3. Robust Governance & Escalation Pathways

Ensure you have a governance framework with clear escalation paths. Every market needs to know that while their voice is heard, the project’s overarching goals will always take precedence. Senior leadership must openly support and enforce these guidelines.

So, that’s the challenges and possible solutions if YOU are stuck in the middle of the procurement mud – but what if you are one of the vendors, convinced your bid is in a good spot, but frustrated at the obvious delays and politics – well look at this:

Leveraging Global Talent to Break Barriers

As the vendor, you have a pivotal role in helping your telecom client navigate this journey. Here’s how you can help:

1. Lead with Expertise

Bring to bear your global case studies, benchmarks, and success stories from similar telecom rollouts. Your role isn’t just to deliver a solution; it’s to reassure markets that what you're bringing is battle-tested, proven, and beneficial. By showcasing successful outcomes, you dispel fear and build credibility.

2. Flex Without Fracturing

Allow limited flexibility within a tightly defined framework. Clearly identify areas where markets can legitimately adapt within guidelines without losing the core advantages of global standardization.

For instance, customer engagement practices should follow global methodologies - yet allow flexibility in tone and cultural nuances that enhance customer relatability.

3. Empower Local Champions

Identify and empower local champions who believe in global standardization and are respected in their markets. Equip these advocates with tools, training, and talking points to lead internal conversations and influence resistant peers.

Using a targeted persona approach - allows you to directly address local decision drivers, showcasing empathy while reinforcing the value of global best practices.

4. Provide Relentless Support

Offer continuous, proactive support during implementation. Regular check-ins, frequent communications, clear progress updates, and rapid issue resolution build trust and reduce local anxiety. Your presence, consistency, and responsiveness become a powerful force against resistance.

The Result: True Transformation

The ultimate goal is not just standardization - it’s transformation. When done correctly, a global rollout transcends resistance, becoming the catalyst for improved performance, enhanced customer experience, and significant cost savings.

Local markets quickly realize that adopting global best practices doesn’t stifle innovation or customer engagement - it accelerates them.

Conclusion: Bold Action, Clear Results

Eliciting group-wide change in telecom isn’t easy - but then again, nothing worth achieving ever is. The stakes are too high to compromise. You’re not just standardizing for standardisation’s sake; you’re delivering proven excellence.

Be clear, be collaborative, hold firm, and leverage your global talent. The results will speak loudly, and your markets - even those who once said, "We do things differently here" - will thank you for leading them forward.

Your move, telecom leaders. Let’s see you turn this challenge into your next success story.