Class Nineteen Notes

Class Nineteen Notes - Page 1 of 8 Class Nineteen HA 4315...

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Page 1 of 8 Rev. January 26, 2009 (2:54pm) J:\SWT\HA4315\Class notes\Spring 2009 version\C_19 Spg 09.wpd Class 18 Reduce, reuse, restore, recycle Class Nineteen HA 4315 I. Class objectives A. Project Five due. B. Some Human Factors–Overcoming Resistance to Change. C. Review midterm test study guide. 1. Find this on TRACS, in Resources/Test Study Guides/Midterm.doc. II. Some Human Factors–Overcoming Resistance to Change This section takes up the important and difficult task of how to get people to change. This is one of the more important and most difficult of tasks. It is easier in a job context than working with yourself or with friends or family members, owing to the leverage of the pay check and its potential absence. The key points are listed below. A. Key points Work exists as a cultural pattern. Any change has implicit social consequences which can create problems in the culture. The reasons initially given for resistance may not be the root reasons. Change has a deliberate pace. Allow sufficient time for it to happen. Text Box 1 , above, provides an overview of what the notes will discuss. B. Change Would Be Easy If It Weren't for All The People A common problem is that many QI projects come to excellent solutions only to mysteriously return to the same problems six months later. Even the persons who are going to benefit from the changes may resist them. We have to recognize how difficult A Model for Implementing Cultural Change 1. Acknowledge the presence of strong feelings. 2. Clarify individual feelings and needs. 3. Identify and respect the needs of the business. 4. Create a win-win solution for individuals and the organization. 5. Be truthful and compassionate in the process. Text Box 1
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Page 2 of 8 Rev. January 26, 2009 (2:54pm) J:\SWT\HA4315\Class notes\Spring 2009 version\C_19 Spg 09.wpd Class 18 Reduce, reuse, restore, recycle making changes is and consider how to deal with the psychology as part of the implementation strategy. If we do not, the improvements will not likely be long lasting or at least will not survive your tenure as a manager. Juran identified two elements common to all change: The change itself (usually technological) A social consequence of the change. The social consequence of change is usually the source of resistance. It is critical to understand and plan for the nature of the social consequence of any change. Loss of control: Change requires people to go from being on top of things to being unsure and out of control. While change we choose is sometimes exciting it is sometimes not and is just drudgery. Too much uncertainty: The future is not obvious and every day it feels like you are about to walk off a cliff. Simply not knowing enough makes comfort impossible. This situation occurs in more extreme situations than simply process improvement or QI. More likely, the sense of walking off a cliff could occur when major re-engineering is taking place or when the organization is merging with another or being sold or downsized. Surprise, surprise:
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Class Nineteen Notes - Page 1 of 8 Class Nineteen HA 4315...

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