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8 steps process
The practice showed that successful large-scale change is a complex affair that happens in 8 stages:
Step 1: Create a sense of urgency among relevant people. Step 2: Put together a guiding team. Step 3: Create the vision and strategies of the change process. Step 4: Effectively communicate the vision and the strategies.
Increase urgency
Methods of increasing urgency:
Concrete, visual information ( e.g. videos) A dramatic offering (not a dull speech about customer orientation) A real problem from the point of view of the customer (not managers opinion) Information that hit the emotions
Right people = appropriate skills, the leadership capacity, the organizational credibility, the connections to handle a specific kind of organizational change.
Pulling = showing others the importance of the effort and the privilege of being chosen. Pushing = taking steps to correct the problem, even if it means firing someone or performing other emotion-packed emotions.
4. Create additional groups at the lower levels guiding coalition, critical mass
Trust
The right group of people is necessary but insufficient, the group must also work together well. People will think of themselves or of their subgroups first and be protective and suspicious. Smart strategy does not emerge from a pond full of politics, parochialism and guarded communication.
Trust
Teamwork, and the underlying feeling of trust and emotional commitment to others, can be undercut by many factors:
Individuals who are not team players or trustworthy can destroy a group. The wrong format of meetings can increase frustrations and collapse trust Poor meeting structures hurt
If key players are not playing key roles in the guiding team, that usually means their sense of urgency is too low