Creating a New Change Model CREATING A NEW CHANGE MODEL

CREATING A NEW CHANGE MODEL by Michael Phan UNIVERSITY OF PHOENIX SCHOOL OF ADVANCED STUDIES

2011 by MICHAEL PHAN ALL RIGHTS RESERVED

Creating a New Change Model Introduction It is possible to implement successful organizational change. There are examples of organizations that have successfully changed their direction, processes, structures, performance levels, and their capacity to deal with change. Despite the change success stories, more typical

are dismal failures and the disturbing facts and tales that remain. In order to stay competitive in a global environment, organizations have chosen to use activities such as reengineering, downsizing, re-strategizing, mergers, and cultural renewal projects. Commonly these approaches have become ongoing initiatives that have been implemented poorly and do not achieve the desired outcomes. With powerful macroeconomic forces continually at work that will grow stronger in the next few decades, (Kotter, 1996b) it is hoped that organizations will consider and apply different approaches to organizational change in the future (Wheatley & Kellner-Rogers, 1998). Why Do Change Effort Fail Given that there is so much material researched and written about organizational change management, one wonderwhy do so many change efforts fail to meet their objectives? Over 70% of change efforts fail or fall short of their expected results (Wheatley & Kellner-Rogers, 1998), and what is more astounding is that a recent Oxford Universitys study on change found that over 68% of employees welcomed meaningful involvement in change (Axelrod, R., Axelrod, E., Jacobs, & Beedon, 2006). According to Kotter (1996) addresses eight reasons why organizations fail to transform: 1. Allowing too much complacency. 2. Failing to create a sufficiently powerful guiding coalition. 3. Underestimating the power of vision.

Creating a New Change Model 4. Under-communicating the vision by a factor of ten. 5. Permitting obstacles to block the new vision. 6. Failing to create short-term wins. 7. Declaring victory too soon. 8. Neglecting to anchor changes firmly in the corporate culture (Kotter, 1996a). The reason why organizational change fails according to Bridges (1991) is that, nobody thinks about the planned endings and their impact on people. Concerned about the future,

leaders move forward and forget that people need to let go of their present. In managing change, it is often forgotten that the future needs to be understood along with how to get there. The first task in change management is to convince people to leave home (Bridges, 1991). Between leadership and employee engagement, Kegan (2001) identifies five orders of consciousness that holistically represent principles of mental organization affecting the incorporation of thinking, feeling, and social relating between leaders, actors, and the institution. Since leaders and followers in the organization may be operating at various levels of consciousness, a variety of epistemologies exist. These differences may lead to an assortment of reactions to change, conflicts, and resistance. For example, a manager at a level three is concerned with concrete self-consciousness points of view, roles, and subjectivity. This may not sit well if the leader has followers that may be at a level four. At the fourth level the followers relate to abstract systems, multiple role consciousness, and autonomy. In this case, the disconnection between levels and world-views will create tension in the leader-follower relationship and will surely lead to resistance to change, and other initiatives, along with disengagement (Kegan, 2001). The positive relationship of employee engagement to the failure rate of organizational

Creating a New Change Model change is apparent to Axelrod, Jacobs, and Beedon (2006). Often, the scenario where, the few

design for the many, sparks resistance from those not involved. This scenario reduces ownership, creates disagreement due to lack of context, and amplifies change fatigue languagewe have seen it all before. This creates resentment and resistance about being told what to do. Therefore, the engagement gap needs to be closed in order to avert resistance (Axelrod et al., 2006). The lack of engagement creates a negative feedback loop, which worsens and creates mistrust, while wasting energy on the uninitiated group that has been labeled as the problem. As a result, the energy focus shifts from the goals of the change program, to the less strategic tactic of converting the "heathens" (Axelrod et al., 2006). Finally, managing employee resistance seems to be a priority in change efforts. Managers and employees view change efforts differently (Strebel, 1996). For employees, change is disruptive, intrusive, and it upsets the balance. In the eyes of employees, there exists a personal compact consists of three dimensions: 1. A formal dimension where the following questions are apparent: What I am supposed to do for the organization? What help will I get to do my job? How often will my performance get evaluated? What is my rate of pay? 2. The psychological commitment of the employee and employer relationship. This dimension is unwritten and underpins the employee's personal commitments and loyalty. 3. The social dimension where employees gauge an organization's culture. Employees look for congruency of values between beliefs and how the company really works. This dimension is often undermined most in a change effort (Strebel, 1996). Therefore, unrevised personal compacts will block change. Evaluation of Process

Creating a New Change Model Literature describing a number of organizational change theories, embedding processes,

and elements about why organizational change efforts tend to fail has been summarized. What do these processes have in common and how do they differ? When synthesizing the elements it is important to recognize that each element does not act alone, since each is a part of a system. The derailment factors are potential weaknesses that should be mitigated with both of the change and embedding processes discussed. From this analysis, a new model is creating emerge on six themes that may help shape a process for embedding organizational change: 1. Leadership. 2. Planning. 3. Communication. 4. Engagement. 5. Action. 6. Evaluation. Each theme will be discussed in the next six sections. Leadership To gain change effectiveness, commitment from the leaders needs to be high. When leadership commitment is high, productivity gains are stated to be five times greater than if commitment was low (Rogers, Hunter, & Rogers, 1993). Similarly, there exists a high positive relationship between the success of change and skilled leadership in both public and private sectors. However, the relationship between successful change and good leadership is much higher in public sector organizations (Beatty, 2007). The Leadership Coalition The importance of leadership to the change management process is underscored by the

Creating a New Change Model fact that change requires creating new systems and then institutionalizing new approaches (Kotter, 1995). Embedding change requires creating better performance through a combination of production and customer oriented behavior, better leadership, and effective management (Kotter, 1996a). Although it is necessary for leaders to have the authority and capacity to lead, not to simply manage change; good change leadership will build a coalition or community through linking actors together and sharing information (Senge et al., 2007). Bad Leadership How do leaders produce negative change outcomes, and why? Three skill areas can contribute to these problems. They include the strategic vision of leaders, their communications and impression-management skills, and their general management practices (Conger, 1990). Occasionally, employees in large or older firms have difficulty beginning a transformation process. This is due, in part, because of poor leadership coupled with arrogance, insularity, and bureaucracy (Kotter, 1996b). New Leadership

In many cases, new leadership or a change in leadership style is warranted for the change to take hold because the worldview of the new leader is different than the lenses of the former leaders (Koestenbaum, 2003). By eliminating key people, new leadership helps to punctuate the existing equilibrium (Romanelli & Tushman, 1994) and will help create a new sense of urgency (Kotter, 1996a). The new sense of urgency will reduce complacency and create threats and opportunities for organizational action (George et al., 2006). When leading change, it is desired to validate the sense of urgency, create a coalition of leaders, grow non-complacent leadership, and create an environment that will move the current equilibrium to a new state, and anchor it there.

Creating a New Change Model Build Community It is very important given a change setting, for leaders to create a climate that enables employees to work to their potential and to set up systems where employees and leaders will

want to listen and converse (Block, 2008). Organizational change should be from the bottom up, vision centered, and values driven (Zohar, 1998). Leaders should set the stage for the right environment, and the organizational culture should create a desire for employees to change; change should not just be an employee requirement (Seijts & Crim, 2006). True systemic change means enacting new ways of thinking, creating new organizational structures, and new transforming relationships. Planning In the case of embedding organizational change, planning includes creating a shared vision, designing the strategy and actions required to implement and continue the change, and accommodate for competing priorities or roadblocks. Compelling Vision Through a compelling vision, leaders need to establish the case for change and create a container where others are enabled and encouraged to contribute (Higgs, 2006). In this role, the change leader makes or approves significant organizational decisions and, accordingly, leadership needs to apply appropriate resources to create effective change and shepherd the change in step with the vision of the organization. To achieve this end, the leadership of the organization needs to develop a shared vision and foster consensus for the new vision in order to uphold change, and involve the employees to help overcome resistance (Beer et al., 1990). Organizational Values In addition to a shared vision, organizational values need to be recreated to reflect the

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organizations new direction. Values are a description of the core beliefs that reside in, and drive, the organization (Nadler & Tushman, 1989). When working to change and uphold values and culture, it is also important to consider that organizational incompetence has its roots in, and is maintained by, culture (Ott & Shafritz, 1994). Thus, organizational incompetence is changed through altering the culture. This is accomplished through individuals learning to see the organization differently. Employees are empowered to recognize meaning and their own place in the end state (Zohar, 1998). Planning Although both sound vision and values are important to sustain the changes, developing a physical plan to implement and embed the changes is also critical. The plan needs to address the gaps found between the current organizational state and the desired future state. The plan should include: values, culture, processes, critical success factors, standards required, capacity, and learning solutions for required competencies, and building ongoing relationships with involved actors (Tromenaars & Woolliams, 2003). Engagement An engaged employee is one who is fully involved in, and is enthusiastic about his or her work (Seijts & Crim, 2006). If it is important to create a competitive advantage through organizational change and maintain the results; employee engagement is an important element. Employee engagement involves the interplay between the following factors: cognitive commitment, emotional attachment, and the resulting behavioral outcomes (Gibbons, 2007). Personal Compacts The employees personal compacts include formal, psychological, and social aspects of the written (or unwritten) contracts between employee and employer. These aspects often

Creating a New Change Model become disregarded during or after organizational change efforts (Strebel, 1996). Change often fails because the employee's personal compacts have been breached (Strebel, 1996). The key to creating successful organizational change is to create psychological safety, and balance the amount of threat with allowing the individuals targeted by the change to understand and accept the information given, feel survival anxiety, and become motivated to change (Schein, 1996). Trust and Integrity Individuals need to feel that managers and senior leaders are concerned with the well being of the employees, and that the leaders can be relied on to execute effectively (Sirkin,

Keenan, & Jackson, 2005). Leaders need to tell the truth handle difficult messages well, listen to the employees, and follow up with applicable action (Gibbons, 2007). To gain integrity, leaders need to stick to the core ideology of the organization (Collins & Porras, 1997) and demonstrate the values and goals of the organization, by dealing effectively with obstacles that block action (Kotter & Cohen, 2002). Listening to employees and trying to understand the differences between orders of consciousness, will help create understanding, minimize conflict, and build cohesiveness (Kegan, 1994). Coworkers and Team Members Team members highly influence individual levels of engagement (Gibbons, 2007). Teams today need to evolve beyond cooperation, goodwill, and consensus. They need to challenge individual and collective assumptions to see new alternatives (Robinson & Rose, 2007). Teamwork needs to be redefined as the coordination of individual activities for pragmatic ends, not the subordination of the individual to the group (Schein, 1996). It is very clear that relatedness, belonging, and community are keys to the future and that real change takes time, and creates uncertainty. Groups and teams create the foundation by which the entire system can

Creating a New Change Model move (Block, 2008). Employee Development

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Employee development differs from career growth, since it refers to the degree to which the employee feels that specific organizational efforts are being made to develop the employee's skills (Gibbons, 2007). Confidence is based on three cornerstones: accountability, collaboration, and initiative, along with challenging and meaningful work. To increase confidence, and foster employee development, organizational change initiatives should include proper development opportunities (Seijts & Crim, 2006). Action It has been said that actions speak louder than words and in organizational change, communication and engagement need to be followed by meaningful action to continue the change and legitimatize what was communicated. Action is the stage where individuals, or organizations, will modify their behavior, experiences, or environment in order to overcome their problems (Prochaska et al., 1992). The actions the organization takes to embed organizational change need to be supported by rules, myths, and beliefs in order to become a social reality. Additionally, new supporting processes need to be instilled with value and social meaning, in order to continue change. These will further influence the organizational structure, change, and strategic behaviors that occur in response to institutionalization (Oliver, 1991). As mentioned by Oliver (1992), "An institutionalized practice is one which is perceived by organizational members to possess intrinsic worth or legitimacy beyond its technical requirements" (p. 571). Rules and processes that develop trust, confidence, and stability in outputs are required in order to solidify change (Meyer & Rowan, 1977). Functional pressures incorporate technology, or the functions of the tasks, and should make the tasks better for the

Creating a New Change Model individuals and improve legitimacy. These normative pressures define the conditions and methods of the work and help establish a base of legitimacy for the occupations (DiMaggio & Powell, 1983). Stimulate progress Finally, actions should include stimulating the progress of the organizational change. Short-term wins need to be created (Kotter, 1996b), built upon, and revitalization spread to all

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departments and individuals without forcing from above (Beer et al., 1990). Creating and sharing short-term wins will help to refreeze the change initiative and fashion win-win actions to leverage more momentum for change (Nutt & Backoff, 1997). It is important not to declare victory too early (Kotter, 1996b), however, it is also important to celebrate and communicate wins in order to gain momentum and reduce change fatigue. Therefore, visibly recognizing gains, rewarding teams and individuals for the right reasons, and sharing examples of success will help to generate the short-term wins (Kotter, 1996a). Evaluation The final theme that emerged from the review of the literature is evaluation. With action and experimentation, which can be unplanned and undirected, sometimes new and unexpected paths arise. Through branching and pruning, it is important to try a lot of stuff and keep what works (Collins & Porras, 1997). Often a change will be implemented, unintended consequences are realized, and actions to avoid being blamed are taken instead of learning and correcting the problems (Wheatley & Kellner-Rogers, 1998). Since, organizations often act to legitimize processes, people are often culturally led to think that what works well in one place is bound to be successful everywhere. This is not the case. The question is, how does one know what is really working without reflection and evaluation of the organizational situation?

Creating a New Change Model Without constant monitoring, individuals pursuing organizational interests can quickly undo the work that others have accomplished (DiMaggio & Powell, 1983). It is important to recognize that organizations manage physical, tangible, and intangible assets such as customer relationships, innovative products and services, quality methodologies, employee skills and motivation, and information technology systems (Kaplan & Norton, 1996). Evaluation should include a systematic process that will include both financial and non-financial measures. This system will need to translate vision and strategy, help to communicate and link goals with the employee's line of sight, set targets and align initiatives, and enhance feedback and learning (Kaplan & Norton, 1996). In order to reflect and evaluate the organizational change, measures should be balanced around four perspectives: 1. Financialreturn on investment and economic value added. 2. The customersatisfaction, retention, and market share. 3. Internal processesquality, time responses, efficiency, and innovation. 4. Learning and growthemployee engagement, information systems, learning, and culture (Kaplan & Norton, 2004). It is also critical to take regular readings of the sense of meaningfulness, choice, competence, and progress from the employees perspective (Thomas, 2000). It is hoped that measuring within a balanced system will provide feedback, and enable people to make better vision related decisions (Kotter & Cohen, 2002). Taking the time to reflect, gather data, learn,

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and measure will help real change to occur, and prevent the organization from slipping back into the norms that support the old behavior (Schein, 1996). The alternative is organizational incompetence demonstrating persistent actions of inability or, unwillingness to reflect and learn

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from failures or the environment; failing to use accessible information available to avoid making mistakes (Ott & Shafritz, 1994). Conclusion and Recommendations First, it is essential for any organizational change initiative to create a solid leadership foundation to drive and support the change. This foundation should include strong leaders who have the capacity to sponsor and lead an organizational change initiative. The study shows that the leaders can either be new to the organization or existing; however, they do need to be able to model behaviors required to support the new organizational culture while leading followers (Kotter et al, 2001). Second, it is essential to choose appropriate planning methodologies that also consider timing for the change, in order to provide a sense of direction. Providing a sense of direction and applying sound planning processes are important steps to help followers understand where they are going, and how they will get there. This minimizes the fear of the unknown. Additionally, recognizing the potential impacts of external changes, the resources, and the appropriate timing required are essential components to help embed the planned changes (Kotter et al, 2001). Third, it is important to create and implement ongoing communications by leaders through using genuine language. When studied as a derailment factor, communication was not ongoing, not done by leaders, was uninspiring, and used jargon. Good communication needs to be values based, honest, and seem real to followers. It needs to be delivered by leaders, so that it is inspirational and regarded as important. The messages need to be planned and create a desire to change within each individual, so each can see what is in the change for them. The results of this behavior include improved employee ownership, buy in, and motivated behavior. Failure to communicate properly leads to speculation, guessing, frustration, fear of the unknown, and,

Creating a New Change Model finally, resistance. Although communication takes time, sometimes confrontation, and energy from the leaders, it is a necessary task for embedding change (Kotter, 1996b). Fourth, the leadership needs to engage employees in the organizational change, by

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encouraging and offering genuine ways for the employees to participate in the change. Personal compacts, and the psychological contract between employees and employer, need to be honored to create an engaging environment. It is critical that the leadership be visible, communicate what they will do, do what they said they would do, and share and build momentum by engaging employees (Kotter et al, 2001). Fifth, some kind of action needs to take place. Again, the action needs to be consistent with what was shared. It needs to support the values and personal compacts of the employees, and deliver results that can be shared and built on. The actions should begin with an assessment of the issues and the environment surrounding the change. Systems need to be created to support the changes for the longer term. These systems should include elements of learning and development, internal processes, client-focused practices, and ways to become financially responsible. Support for employees is essential, to move them from an existing organizational culture and climate to embed a new one. Finally, results that are delivered need to be shared, and the positive momentum generated should be built upon, not wasted (Kotter et al, 2001). Finally, the study shows that an evaluation needs to take place in order to reflect on the progress of the organizational change, share results, build momentum and correct if required. To accomplish this, measures need to be created early on, and individuals need to be accountable to deliver results. Once again, in order to build engagement, trust, and positive momentum, result information needs to be shared. Sharing information and creating mechanisms for continuous improvement provide solid opportunities to engage staff and build momentum (Kotter, 1996a).

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