Change management

Change management is the process, tools and techniques to manage the people side of business transformation.

The change management process

  • Establish a sense of urgency.
  • Create a powerful guiding coalition to drive change and see it through.
  • Create a compelling vision of the future and a strategy to achieve it.
  • Communicate the change vision for buy-in and mobilising stakeholders for change.
  • Empower employees for broad-based action.
  • Generate short-term wins.
  • Consolidate gains and produce more change.
  • Make change stick by anchoring new approaches in the corporation's culture.

Source: Kotter, J. (2002) The heart of change

Why some business transformation projects fail

Uncoordinated, localised or piece-meal change:

  • No clear roadmap.
  • Changing the one without achieving internal consistency with the others, causing misalignment:
    • Between strategy, organisation and operations.
    • Between innovation, operations management and customer management processes, and support functions in the value chain.
  • Disjointed projects and initiatives competing for resources and management attention.

Lack of competencies

Competencies are required to execute the revitalising process and/or to manage the revitalised business thereafter.

Resistance to change

Resistance to change is exacerbated by:

  • Leadership not really committed to objectives.
  • Management and employees not involved in designing change and not really understanding or caring for the programme and objectives.
  • Lack of support by other stakeholders - be it shareholders, financiers, suppliers, customers, unions, government or the community.


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