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Thomas Lauer Change Management Fundamentals and Success Factors Change Management Thomas Lauer Change Management Fundamentals and Success Factors ThomasLauer FacultyofBusinessandLaw AschaffenburgUniversityofAppliedSciences Aschaffenburg,Germany ISBN978-3-662-62186-8 ISBN978-3-662-62187-5 (eBook) https://doi.org/10.1007/978-3-662-62187-5 Thetranslationwasdonewiththehelpofartificialintelligence(machinetranslationbytheserviceDeepL.com). Asubsequenthumanrevisionwasdoneprimarilyintermsofcontent. #Springer-VerlagGmbHGermany,partofSpringerNature2021 Thisworkissubjecttocopyright.AllrightsarereservedbythePublisher,whetherthewholeorpartofthematerial is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproductiononmicrofilmsorinanyotherphysicalway,andtransmissionorinformationstorageandretrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Theuseofgeneraldescriptivenames,registerednames,trademarks,servicemarks,etc.inthispublicationdoesnot imply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfromtherelevantprotectivelaws andregulationsandthereforefreeforgeneraluse. Thepublisher,theauthors,andtheeditorsaresafetoassumethattheadviceandinformationinthisbookare believedtobetrueandaccurateatthedateofpublication.Neitherthepublishernortheauthorsortheeditorsgivea warranty,expressedorimplied,withrespecttothematerialcontainedhereinorforanyerrorsoromissionsthat mayhavebeenmade.Thepublisherremainsneutralwithregardtojurisdictionalclaimsinpublishedmapsand institutionalaffiliations. ThisSpringerimprintispublishedbytheregisteredcompanySpringer-VerlagGmbH,DEpartofSpringerNature. Theregisteredcompanyaddressis:HeidelbergerPlatz3,14197Berlin,Germany Dedicated to my doctoral supervisor Prof. Dr. Hermann Schnabl! Preface to the Third Edition Since the publication of the first edition in 2010, the relevance of the topic of change managementhasfurtherincreased.Iampleasedthattheprevioustwoeditionsofmybook onthesubjecthavefollowedthistrendandhavealsobecomemorewidelydistributed.AsI knowfromreaderfeedback,thebookisusedinthepracticeofchangemanagementaswell asinthecontextofcoursesatcollegesanduniversities. WiththisthirdeditionIwouldliketomaintaintheprovenstructure.Accordingly,Ihave mainlymadeadditionsandupdates.Topicsthathavenowbeenincludedinthebookforthe first time are, for example, stakeholder analysis (see Sect. 8.3.3), the use of the social intranet for communication and idea generation (see Sects. 8.3.2 and 14.3.3), or intrapreneurshipprogramsasasourceofpermanentchange(seeSect.14.3.4).Inaddition, a whole series of new case studies were integrated and the more recent literature on the topicwasreviewedand,whereappropriate,takenintoaccount. Ihopethatallreaderswillenjoyandgaininsightfromthereading! Aschaffenburg,Germany ThomasLauer January2019 vii Contents PartI Fundamentals 1 ChangeManagement:ThePathtoAchievetheGoal. . . . . . . . . . . . . . . 3 1.1 ChangeManagement:WhatItMeans. . . . . . . . . . . . . . . . . . . . . . . 3 1.1.1 Definition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.1.2 Subject. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1.1.3 StartingPointsforChangeManagement. . . . . . . . . . . . . . . 6 1.2 ObjectiveandTargetGroupoftheBook. . . . . . . . . . . . . . . . . . . . . 8 1.2.1 Objective. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 1.2.2 TargetGroup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 1.3 StructureoftheBook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2 TriggersofCorporateChange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.1 ExternallyTriggeredChange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.1.1 CompaniesasOpenSystems. . . . . . . . . . . . . . . . . . . . . . . 13 2.1.2 IncreasingEnvironmentalDynamics. . . . . . . . . . . . . . . .. . 16 2.1.3 ReactionstoEnvironmentalChanges. . . . . . . . . . . . . . . . . 20 2.2 InternallyInducedChange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 2.2.1 TheMetaphorofHumanDevelopment. . . . . . . . . . . . . . . . 22 2.2.2 LifeCycleModels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 2.2.3 The‘Burn-OutSyndrome’inCompanies. . . . . . . . . . . . . . 25 2.3 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 27 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 3 BarrierstoChange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 3.1 TypicalBehaviorofCompaniesinCrisisSituations. . . . . . . . . . . . . 29 3.2 IndividualCauses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 3.3 CollectiveCauses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 3.4 EconomicCauses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 3.5 Complexity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 ix x Contents 3.6 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 41 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 4 CausesofFailedCorporateChange. . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 4.1 ResistanceastheMainProblem. . . . . . . . . . . . . . . . . . . . . . . . . . . 45 4.2 Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 4.3 TypesofResistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 4.3.1 ResistancetoChangeinNeedofExplanation andNon-explanation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 4.3.2 FormsofResistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 4.3.3 FactualandPoliticalResistances. . . . . . . . . . . . . . . . . . . . 52 4.4 BreedingGroundsforResistance. . . . . . . . . . . . . . . . . . . . . . . . . . 53 4.4.1 FactorsatCompanyLevel. . . . . . . . . . . . . . . . . . . . . . . . . 53 4.4.2 FactorsatEmployeeLevel.. . . . . . . . . . . . . . . . . . . . . .. . 54 4.5 IncorrectHandlingofResistance. . .. . . . . .. . . . .. . . . . .. . . . . .. 56 4.6 OtherFactors. . . . . .. . . . . . .. . . . . . .. . . . . .. . . . . . .. . . . . . .. 57 4.7 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 58 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 5 ASuccessFactorModelofChangeManagement. . . . . . . . . . . . . . . . . . 63 5.1 TheFieldTheoryofLewin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 5.2 BasicBuildingBlocksoftheModel. . . . . . . . . . . . . . . . . . . . . . . . 67 5.3 SuccessBuildingBlockOrientation. . . . . . . . . . . . . . . . . . . . . . . . 69 5.4 SuccessBuildingBlockStart-UpMotivation. . . . . . . . . . . . . . . . . . 70 5.5 SuccessBuildingBlockProcessMotivation.. . . . . . . . .. . . . . . . .. 71 5.6 SuccessBuildingBlockTargetMotivation. . . . . . . . . . . . . . . . . . . 73 5.7 TheSuccessFactorModel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 5.8 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 77 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 PartII SuccessFactors 6 SuccessFactorPerson:RightLeadershipinChange. . . . . . . . . . . . . . . 83 6.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 83 6.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 6.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 84 6.2 TransactionalandTransformationalLeadership. . . . . . . . . . . . . . . . 85 6.3 TheOptimalMixofManagementStyles. . . . . . . . . . . . . . . . . . . . . 85 6.4 ComponentsofTransformationalLeadership. . . . . . . . . . . . . . . . . . 89 6.4.1 OverviewoftheComponents. . . . . . . . . . . . . . . . . . . . . . . 89 6.4.2 TheVisionary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 6.4.3 TheCoach. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 6.4.4 TheAuthenticRoleModel. . . . . . . . . . . . . . . . . . . . . . . . 96 Contents xi 6.4.5 TheBenefactor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 6.4.6 FocusandWillpower. . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 6.4.7 EmotionalIntelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 6.5 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 103 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 7 VisionasaSuccessFactor:SettingMotivatingGoals. . . . . . . . . . . . . . . 107 7.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 107 7.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 7.1.2 AnExample. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 7.1.3 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 109 7.2 ConditionsforEffectiveVisions. . . . . . . . . . . . . . . . . . . . . . . . . . . 110 7.3 SelectedMethods. .. . . .. . . . .. . . .. . . .. . . . .. . . .. . . .. . . . .. 113 7.3.1 VisionWorkMethod. . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 7.3.2 VisionReview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 7.4 PracticeCheck.. . . . . .. . . . . .. . . . . . .. . . . . .. . . . . .. . . . . .. . 115 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 8 CommunicationasaSuccessFactor:AvoidingandOvercoming Resistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 8.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 119 8.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 8.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 122 8.2 ConditionsforEffectiveCommunication. . . . . . . . . . . . . . . . . . . . . 122 8.3 CommunicationintheDifferentPhasesofChange. . . . . . . . . . . . . . 124 8.3.1 CommunicationintheInitialPhase. . . . . . . . . . . . . . . . . . 125 8.3.2 CommunicationduringImplementation. . . . . . . . . . . . . . . 126 8.3.3 CommunicationPlanningandStakeholderAnalysis. . . . . . 131 8.4 CommunicativeOvercomingofResistance. . . . . . . . . . . . . . . . . . . 134 8.4.1 TheCorrectBasicAttitude. . . . . . . . . . . . . . . . . . . . . . . . 134 8.4.2 TheRightWaytoConductaConversation. . . . . . . . . . . . . 136 8.5 PracticalTips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 8.5.1 TheWorldCaféMethod. . . . . . . . . . . . . . . . . . . . . . . . . . 140 8.5.2 TheProjectInformationMarket. . . . . . . . . . . . . . . . . . . . . 141 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 9 ParticipationasaSuccessFactor:InvolvingThoseAffected. . . . . . . . . 145 9.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 145 9.1.1 ConceptandOrigin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 9.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 147 xii Contents 9.2 ConditionsforEffectiveParticipation. . . . . . . . . . . . . . . . . . . . . . . 148 9.3 SelectedMethodsofParticipation. . . . . . . . . . . . . . . . . . . . . . . . . . 150 9.3.1 GroupModeration. . . . .. . . . .. . . . .. . . . .. . . . .. . . . .. 150 9.3.2 EmployeeSurvey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 9.3.3 OpenSpace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 9.4 PracticalTipandPracticeCheck. . . . . . . . . . . . . . . . . . . . . . . . . . . 159 9.4.1 ParticipationPlan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 9.4.2 ChecklistforEffectiveParticipation. . . . . . . . . . . . . . . . . . 160 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 10 IntegrationasaSuccessFactor:OvercomingDifferences. . . . . . . . . . . 163 10.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 163 10.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 10.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 164 10.2 ConditionsforEffectiveIntegration. . . . . . . . . . . . . . . . . . . . . . . . 165 10.3 SelectedMethodsofIntegration. . . . . . . . . . . . . . . . . . . . . . . . . . . 165 10.3.1 IntegrationontheJob. . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 10.3.2 IntegrationOfftheJob. . . . . . . . . . . . . . . . . . . . . . . . . . . 168 10.4 PracticeCheck. .. . . . . .. . . . . .. . . . . .. . . . . .. . . . . .. . . . . .. . 170 10.4.1 QuestionnaireforTeamSelf-Analysis. . . . . . . . . . . . . . . . 170 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 11 Re-EducationasaSuccessFactor:TargetedPersonnelDevelopment. . . 173 11.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 173 11.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 11.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 174 11.2 ConditionsforEffectiveRe-Education. . . . . . . . . . . . . . . . . . . . . . 175 11.3 SelectedMethodsofRe-Education. . . . . . . . . . . . . . . . . . . . . . . . . 179 11.3.1 OverviewofMethods. . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 11.3.2 Seminar-BasedCoaching. . . . . . . . . . . . . . . . . . . . . . . . . . 181 11.4 PracticalTip. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 12 SuccessFactorProjectManagement:ManagingComplexity Correctly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 12.1 ConceptandContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . 185 12.1.1 Concept. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 12.1.2 ContributiontoSuccess. . . . . . . . . . . . . . . . . . . . . . . . . . . 186 12.2 ConditionsforEffectiveProjectOrganization. . . . . . . . . . . . . . . . . 187 12.3 SelectedMethods. . .. . . .. . . .. . . .. . . . .. . . .. . . .. . . .. . . . .. 189 12.3.1 ProfessionalProjectStructureOrganization. . . . . . . . . . . . . 189 12.3.2 StrategicProjectSelection. . . . . . . . . . . . . . . . . . . . . . . . . 190

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