Table Of ContentCChhaannggee
MMaannaaggeemmeenntt
Manage the Change
or It Will Manage You
The Management Handbooks for Results Series
Change Management: Manage the Change or It Will Manage You
Frank Voehl and H. James Harrington (2016)
The Lean Management Systems Handbook
Rich Charron, H. James Harrington, Frank Voehl, and Hal Wiggin (2014)
The Lean Six Sigma Black Belt Handbook: Tools and Methods for
Process Acceleration
Frank Voehl, H. James Harrington, Chuck Mignosa, and Rich Charron (2013)
The Organizational Master Plan Handbook: A Catalyst for Performance
Planning and Results
H. James Harrington and Frank Voehl (2012)
The Organizational Alignment Handbook: A Catalyst for Performance
Acceleration
H. James Harrington and Frank Voehl (2011)
CChhaannggee
MMaannaaggeemmeenntt
Manage the Change
or It Will Manage You
Frank Voehl • H. James Harrington
Boca Raton London New York
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To all the change agents, and to my life-long partner Dr. Jim, who
never met a conflict that he couldn’t resolve, who is a world-master
at asking the right questions. And to my wife Micki, who always tries
to understand why the other person sees the situation differently.
Thank you for helping me to think about thinking,
and to change the way I see change.
Frank Voehl
It seems like you have many, many friends until you need them to do
something for you or when you’re taking a position that is not a popular
one. I feel I am fortunate to have a number of friends who have always
been there through my ups and downs and when I need their help. In
particular, I’d like to recognize Chuck Mignosa and Frank Voehl for
always being there to cheer me up when I’m down, to lift me up when
I’ve fallen, and who have never done anything that would harm me in
any way, even when I’m wrong. True, steadfast friends are hard to find
and I’m lucky to have found a few of them as I struggled through life.
H. James Harrington
TThhiiss ppaaggee iinntteennttiioonnaallllyy lleefftt bbllaannkk
Contents
Prologue ..............................................................................................xvii
Acknowledgments ............................................................................xxiii
About the Authors ..............................................................................xxv
Section i Remembering
chapter 1 Introduction to Change Management ..............................3
Introduction ..................................................................................4
Technical and People Sides of Change Management ..............7
Blending in the Right Amount of Management ......................8
Different Views of Change Management ..................................9
Summary .....................................................................................10
chapter 2 The Philosophy and Evolution of Change
Management .....................................................................13
Introduction ................................................................................13
Risks in Systems Implementation ............................................14
Change Management Activities and Goals.............................15
Change Management Processes and Tools .............................18
Why Use Change Management? ..............................................19
Problems Identified by Change Management Study
Research ......................................................................................20
Change Management Iterative Development .........................23
Basic Change Management Objectives ....................................24
Objective 1: Collaborate ........................................................25
The Role of the Change Management
Resource Team ..................................................................26
Objective 2: Never Compromise Quality ...........................26
Objective 3: Focus on the Business Case ............................27
Objective 4: Deliver on Time ................................................27
vii
viii • Contents
Objective 5: Build Incrementally and Iteratively on
Firm Foundations .................................................................28
Objective 6: Communicate Continuously and Clearly .....29
Objective 7: Demonstrate Control (Final Component
of Sustain) ..............................................................................30
Summary ....................................................................................30
chapter 3 Making the Case for Change Readiness .........................33
Introduction ................................................................................33
Understanding the Readiness for a Change Life Cycle .........36
Summary ....................................................................................40
Section ii Understanding
chapter 4 Dirty Dozen Most Popular Models .................................45
Overview ......................................................................................45
Evolution of Change Management ..........................................46
Some Specifics from the Research ............................................49
More Specifics from the Research ............................................52
Brief Description of the 12 Models ..........................................53
Best Practices Highlights ...........................................................75
Changes in Approach Lead to SUSTAIN ................................77
Summary .....................................................................................81
chapter 5 Sustainable Change Life Cycle ........................................83
Introduction ................................................................................83
Key Roles in the Change Process .........................................85
SUSTAIN Model Defined .........................................................86
7-Cycle SUSTAIN Model ...........................................................87
SUSTAIN Model in Detail .......................................................88
Use an Enrollment/Engagement Plan Approach ...................89
Shift Paradigms Where Needed ...............................................91
Talk and Communicate the Rewards, Challenges,
and Consequences ......................................................................94
Contents • ix
Assimilate Risk Mitigation Using Project Planning,
Measurement, and Reporting ...................................................95
Invest to Plan for Optimum Sustained Results ......................97
Negotiate the Results with a Prototyping Change
Management Approach .............................................................97
Diagnosis and Change Agents .................................................99
Three Common Elements of Change .....................................101
Life Cycle Details: Preproject Activities ...........................102
Life Cycle Details: Feasibility Cycle Activities .................103
Life Cycle Details: Foundations Cycle Activities .............103
Life Cycle Overview: Exploration Cycle Activities .........104
Life Cycle Overview: Engineering Cycle Activities ........105
Life Cycle Overview: Deployment Cycle Activities ........106
Life Cycle Overview: Post-Initiative Activities ................107
Change Management Deployment Planning Checklist ......107
Summary ...................................................................................108
chapter 6 Facilitated OCM Workshops ..........................................111
Introduction ..............................................................................112
Facilitated Workshops Background .......................................114
Getting the Process Started .....................................................115
Create a Change Baseline ....................................................115
Define Change Strategies ....................................................115
Change the Measurements .................................................116
Communicate Change Details ...........................................116
Communicate Successful Changes....................................117
Measure Change Progress ..................................................117
Ensure Change Lasts ...........................................................117
Benefits of Facilitated Workshops ..........................................118
Neurological Roots of Resistance to Change .......................120
Managing the Workshop .........................................................121
Roles and Responsibilities ......................................................123
Workshop Owner................................................................124
Workshop Facilitator ..........................................................124
The Participants’ Role ..........................................................125
Observers ..............................................................................125
