creating a new change model
DESCRIPTION
Educational Leadership, Organizational Change, LeadershipsTRANSCRIPT
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 PHANALL RIGHTS RESERVED
1
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 wonder—why 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 University’s 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.
2
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).
3
Creating a New Change Model
The positive relationship of employee engagement to the failure rate of organizational
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 language—we 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.
4
Creating a New Change Model
Evaluation of Process
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
5
Creating a New Change Model
The importance of leadership to the change management process is underscored by the
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
6
Creating a New Change Model
there.
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
7
Creating a New Change Model
In addition to a shared vision, organizational values need to be recreated to reflect the
organization’s 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 employee’s personal compacts include formal, psychological, and social aspects of
8
Creating a New Change Model
the written (or unwritten) contracts between employee and employer. These aspects often
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
9
Creating a New Change Model
creates uncertainty. Groups and teams create the foundation by which the entire system can
move (Block, 2008).
Employee Development
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
10
Creating a New Change Model
incorporate technology, or the functions of the tasks, and should make the tasks better for the
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
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
11
Creating a New Change Model
really working without reflection and evaluation of the organizational situation?
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. Financial—return on investment and economic value added.
2. The customer—satisfaction, retention, and market share.
3. Internal processes—quality, time responses, efficiency, and innovation.
4. Learning and growth—employee 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 employee’s 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,
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
12
Creating a New Change Model
incompetence demonstrating persistent actions of inability or, unwillingness to reflect and learn
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
13
Creating a New Change Model
communicate properly leads to speculation, guessing, frustration, fear of the unknown, and,
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
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
14
Creating a New Change Model
improvement provide solid opportunities to engage staff and build momentum (Kotter, 1996a).
15
Creating a New Change Model
References
Axelrod, R. H., Axelrod, E., Jacobs, R. W., & Beedon, J. (2006). Beat the odds and succeed in
organizational change. Consulting to Management, 17(2), 6-9.
Beatty, C. (2007). The change champion. Retrieved from www://networkedgovernment.ca.gov
Beer, M., Eisenstat, R. A., & Spector, B. (1990). Why change programs don't produce change.
Harvard Business Review, 68(6), 158-166.
Block, P. (2008). Leadership and the small group. T+D, 62(7), 40-43.
Bridges, W. (1991). Managing transitions. Reading, MA: Addison-Wesley.
Collins, J. C., & Porras, J. I. (1997). Built to last. New York: HarperCollins.
Conger, J. A. (1990). The dark side of leadership. Organization Dynamics, 19(2), 44-55.
DiMaggio, P. J., & Powell, W. W. (1983). The iron cage revisited: Institutional isomorphism and
collective rationality in organizational fields. American Sociological Review, 48, 147-
160.
George, E., Chattopadhyay, P., Sitkin, S. B., & Barden, J. (2006). Cognitive underpinnings of
institutional persistence and change: A framing perspective. Academy of Management
Review, 31(2), 347-365.
Gibbons, J. (2007). Finding a definition of employee engagement. The Conference Board
Executive Action Series, 236.
Higgs, M. (2006). The challenge of change management: What do we really know about
effective leadership in change management. The Conference Board Executive Action
Series (178), 1-5.
Kaplan, R. S., & Norton, D. P. (1996). The balanced scorecard: Translating strategy into action.
Boston: Harvard Business School Press.
16
Creating a New Change Model
Kegan, R., & Lahey, L. L. (2001). The real reason people won't change. Harvard Business
Review, 79(10), 85-92.
Koestenbaum, P. (2003). The philosophic consultant: Revolutionizing organizations with ideas.
San Francisco: Jossey-Bass/Pfeiffer.
Kotter, J. P. (1995). Leading change: Why transformation efforts fail. Harvard Business Review,
73(2), 59-67.
Kotter, J. P. (1996a). Leading change. Boston: Harvard Business School Press.
Kotter, J. P. (1996b). Successful change and the force that drives it. The Canadian Manager,
21(3), 20-24.
Kotter, J. P., & Cohen, D. S. (2002). Creative ways to empower action to change the
organization: Cases in point. Journal of Organizational Excellence, 22(1), 73-82.
Meyer, J. W., & Rowan, B. (1977). Institutionalized organizations: Formal structure as myth and
ceremony. American Journal of Sociology, 83(2), 340-362.
Nadler, D. A., & Tushman, M. L. (1989). Organizational frame bending: Principles for managing
reorientation. Academy of Management Executive, 3(3), 194-204.
Nutt, P. C., & Backoff, R. W. (1997). Facilitating transformational change. Journal of Applied
Behavioral Science, 33(4), 490-508.
Oliver, C. (1991). Strategic responses to institutional processes. Academy of Management
Review, 16(1), 145-179.
Ostroff, F. (2006). Change management in government. Harvard Business Review, 84(5), 141-
147.
Ott, J. S., & Shafritz, J. M. (1994). Toward a definition of organizational incompetence. Public
Administration Review, 54(4), 370-377.
17
Creating a New Change Model
Prochaska, J. O., DiClemente, C. C., & Norcross, J. C. (1992). In search of how people change:
Applications to addictive behaviors. American Psychologist, 47(9), 1102-1114.
Robinson, G., & Rose, M. (2007). Teams for a new generation: A facilitator's field guide.
Bloomington, IN: Authorhouse.
Rogers, R., Hunter, J. E., & Rogers, D. L. (1993). Influence of top management commitment on
management program success. Journal of Applied Psychology, 78(1), 151-155.
Romanelli, E., & Tushman, M. L. (1994). Organizational transformation as a punctuated
equilibrium. Academy of Management Journal, 37(5), 1141-1166.
Schein, E. (1996). Kurt Lewin's change theory in the field and in the classroom. Systems
Practice, 9(1), 27-47.
Seijts, G. H., & Crim, D. (2006, March/April 2006). What engages employees the most or, the
ten c's of employee engagement. Ivey Business Journal, 1-5.
Senge, P. M., Lichtenstein, B. B., Kaeufer, K., Bradbury, H., & Carroll, J. S. (2007).
Collaborating for sustainability. MIT Sloan Management Review, 48(2), 44-53.
Strebel, P. (1996). Why do employees resist change? Harvard Business Review, 74(3), 86-92.
Tromenaars, F., & Woolliams, P. (2003). A new framework for managing change across
cultures. Journal of Change Management, 3(4), 361-376.
Wheatley, M. J., & Frieze, D. (2007, Spring). How large-scale change really happends-working
with emergence: The School Administrator.
18