Business Process Innovation

1
Business Process Innovation Management

• Sri Sharma
• School of Business Administration
• Oakland University
• Winter 2002

2
What Leads to Change Failure?

• Ignoring peoples feelings
• Poor training
• Incorrect incentives
• Actual or perceived loss of upper management
  support
• Failure to involve or empower

3
Change Management Beliefs and Behaviors
Change management involves helping people modify
their beliefs and behaviors to meet
the requirements of the new business process
Culture
Jobs Organizational Structure
Business Processes
Technology
Customers
Beliefs and Behaviors
Management Systems
Technology
Culture
4
Barriers to Change

• Cognition
• Motivation
• Obligation
• Capability

5
Strategies for Addressing Barriers

• Cognition
• Education
• Lectures
• Discussions
• Newsletters
• Motivation
• Involvement and participation
• Reward systems
• Learning labs

• Obligation
• Surfacing addressing assumptions
• Facilitation support
• Counseling sessions
• Capability
• Training
• Information
• Tools
• Learning labs

6
Negative Change
Active
Anger
o
o
Acceptance
o
Bargaining
Denial
o
Depression
Passive
Time
7
Positive Approach to Change
Holding On
Moving On
Denial
Commitment
Letting Go
Resistance
Exploration
8
Denial

• Signs of Denial
• Numbness
• Business as Usual
• Low Energy
• Quiet

• Moving Past Denial
• Inform
• Confront
• Listen

9
Resistance

• Signs of Resistance
• Loud
• Emotional
• Grumbling
• Defensive
• Surfacing Resistance
• One-on-one
• Roundtables
• Focus groups

• Turning Resistance
• Find win-win
• Open dialogue
• Listen
• Set clear expectations
• Acknowledge resistance

10
Exploration

• Signs of Exploration
• Increased energy
• Creativity
• Excitement
• Lack of focus
• Facilitate
• Guide the effort
• Focus priorities
• Focus on vision

• Coach
• Provide training
• Set short term goals
• Brainstorming

11
Commitment

• Signs of Commitment
• High performance
• Cooperation
• Taking ownership
• Planning

• Activities during Commitment
• Team building
• Long term plans/goals
• Acknowledge and learn from failures
• Celebrate and recognize successes

12
Change Management Framework
Assess
Develop
Monitor
Plan
Deploy
Launch
13
Assessment Activities

• Identify Stakeholders
• Surface Concerns
• Assess Current State
• Gap Analysis

14
Planning for Change

• What specific intervention techniques
• Person(s) responsible
• Schedule

15
Intervention Techniques
Education
Leadership
2 way
Reinforcement
Communication
Facilitation
Involvement
16
Intervention Techniques (Leadership)
Sets the vision and strategy Mobilizes
resources Motivates and inspires
Education
Leadership
2 way
Reinforcement
Communication
Facilitation
Involvement
17
Intervention Techniques (Education)
New concepts New behaviors New
skills Result is less fear
Education
Leadership
2 way
Reinforcement
Communication
Facilitation
Involvement
18
Intervention Techniques (Involvement)
Education
Involving people makes them more receptive to
change by giving them ownership
Leadership
2 way
Reinforcement
Communication
Facilitation
Involvement
19
Intervention Techniques (Reinforcement)
Education
Rewards and incentives Punishment
and disincentives
Leadership
Reinforcement
2 way
Communication
Facilitation
Involvement
20
Intervention Techniques (Facilitation)
Education
Counseling and support Use qualified professional
s
Leadership
2 way
Reinforcement
Communication
Facilitation
Involvement
21
Intervention Techniques (Communication)
Critical to all change management techniques Lowe
rs anxiety level and skepticism Establish a
communication plan for the project
Education
Leadership
2 way
Reinforcement
Communication
Facilitation
Plan includes Target of communication Message Me
dium Timing
Involvement