Episode SummaryEvery rollout gets sold as a transformation. Torrence Smith makes the case that the word itself is part of the problem. In this episode, host Justin Lake sits down with Torrence, an operating executive and enterprise operational excellence consultant, to talk about what it really takes to make change land on the frontline.Torrence argues that for the people in the field, most of the daily work stays the same after a new system goes in, often around eighty percent of it. Frame the change as a transformation and you hand workers a black cloud of the unknown, which is where fear and resistance grow. Frame it as a tweak, show them exactly what changes and what does not, and the anxiety drops.From there the conversation moves through what makes that possible: involving the frontline while the plan is still being written, having the low stakes conversations before the formal meeting, changing only the four or five levers that matter, and remembering that the people across the table are usually carrying more worry than they let on. He closes with the most analog advice the show has heard in a while. Buy a notebook. Key TopicsWhy poor adoption costs credibility before it costs moneyOrganizational memory, and why the last failed rollout follows the next oneNemawashi, the meeting before the meetingSurfacing resistance early, while it is still cheap to fixWhy the cost of a mistake is lowest at the very startThe hybrid kit philosophy: change the levers that matter, leave the rest aloneReframing a transformation as a tweakThe anxiety people carry that never shows up in a status meetingCompliance versus commitment, alignment versus consensusLetting the field test workflows before go live Episode Chapters About Torrence SmithTorrence Smith is an operating executive and enterprise operational excellence consultant who helps organizations improve supply chain performance, ERP implementations, and operational excellence. He works at the intersection of technology, business transformation, and the people responsible for making change successful on the frontlines. His approach is people centered and built over a long career leading operational programs, with a focus on involving the field early and keeping change small enough for people to carry. ResourcesFrontline Innovators Podcast: https://skyllful.com/podcast Skyllful: https://skyllful.com