MHA 5040 Week 5 Ellen Zane Leading Change at Tufts NEMC Case Study Paper
MHA 5040 Week 5 Ellen Zane Leading Change at Tufts NEMC Case Study Paper
MHA 5040 Week 5 Ellen Zane Leading Change at Tufts NEMC Case Study Paper
Your first course project assignment is due at the end of Unit 5. After reading the case study “Ellen Zane: Leading Change at Tufts/NEMC,” complete the following:
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Use the congruence model to describe the inputs to the organization.
Identify the multiple elements of the problem and break down each of those elements, showing causal relationships.
Separate and categorize the key elements into manageable components.
Assess the needs of the community as they relate to the organization.
Analyze the five approaches used to heighten awareness of the need for change in an organization as described in your Organizational Change text on pages 111–112.
Synthesize your understanding of these approaches with the case study.
Explain how the organization challenged the status quo and/or created a sense of crisis to prepare the organization for change.
Identify how the organization energized and motivated others to get everyone on board with the change.
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chapter 4 Building and Energizing the Need for Change
You never want a serious crisis to go to waste.
—Rahm Emanuel, President Obama’s Former Chief of Staff and the Mayor of Chicago1
Chapter Overview
This chapter asks the question, “Why change?”
• It develops a framework for understanding the need for change based on making sense of external and internal organizational data, and the change leaders’ personal concerns and perspectives.
• The chapter describes what makes organizations ready for change and provides a questionnaire to rate an organization’s readiness.
• It outlines how change leaders can create awareness for change.
• Finally, the chapter outlines the importance of the change vision and how change leaders can create a meaningful vision that energizes and focuses action.
In Chapter 2, we discussed the concept of unfreezing as a precondition to change. How can an organization and its people move to something new if their current mindset and response repertoire are not open to alternative paths and actions?
You are in a large auditorium filled with people when suddenly you smell smoke and someone yells, “Fire!” You leap to your feet, exit the building, and call 911.
This situation above is straightforward. A crisis makes the need for change clear and dramatic. It demands an immediate response and the required action is understood—even more so if the institution has taken fire-safety planning seriously. Most people know the key actions: Where to exit? How to avoid panic? Who should be notified? Who should do the notifying?
However, in many situations, the need for change is vague and appropriate action is unclear. For example, even in an emergency, if there have been no “fires” for a considerable period but there have been false alarms, people may have become complacent, warning systems might be ignored or even have been deactivated due to improper maintenance, and emergency action plans forgotten. A parallel to this might explain the lack of action prior to the mortgage meltdown in the United States in 2007 and the contagion it caused in global financial markets. Some economists and financial experts had raised alarms as early as 20032 (including the FBI in 20043) over flawed financial practices and regulations. However, their warnings about the need to regulate mortgage lenders were ignored. The prevailing perspective within the Bush administration was that regulations needed to be minimized because they got in the way of free markets and the generation of personal wealth. Before the meltdown, the need for change was evident to only a few people. In addition, powerful financial institutions and their executives had huge incentives to ignore such warnings and silence those in their own firms who were raising alarms. Self-interest, blind spots, and/or misguided views of the greater good can sometimes blind people to strengths, weaknesses, opportunities, and risks. It is a primary reason for the rise in the importance of risk management and the requirements around risk reporting that publically traded firms must comply with.4
Past experiences may cause people to become not only complacent but also cynical about warnings. If false alarms have been regular occurrences, people will come to ignore them. If employees are told that there is a crisis when similar alerts in the past have proven to be false alarms, they will tend to discount the warning. If people are busy and they don’t want to be sidetracked, they won’t prepare for events that they think aren’t going to happen. Remember the press reports concerning the H1N1 flu pandemic in the summer and fall of 2009 and how they changed by the winter of 2010? In the fall, there was a sense of panic, with people lining up overnight to get inoculated. By February, journalists were writing that the World Health Organization (WHO) had overstated the threat, as they had with Bird Flu. As such reports multiply and become the fodder for watercooler and Internet conversations, will the public take WHO warnings as seriously next time?5 Concerns related to creating complacency may help to explain the careful way that WHO framed the warnings related to the outbreaks of Ebola in West Africa and the SARS-like virus in Saudi Arabia in 2013–2014.6
When leaders are perceived to cry “wolf” too often, who will take them seriously when the threat comes to fruition? However, when risks manifest themselves into reality, the blaming always begins with whether or not warning signs were ignored. Such were the responses following both the Sandy Hook School Shooting, in Newtown, Connecticut, in December 2012, and the bombing at the Boston Marathon in April 2013. This, in turn, may lead us to treat symptoms rather than underlying causes, as we look for quick solutions and misinterpret correlations for causality. Even trained professionals can miss obvious cues, as in the story below.
A few years ago, my father was in intensive care, hooked to a heart monitor. Shortly after I arrived to visit him, the emergency alarm went off, but no one responded. I ran for help but was told not to worry—the alarm goes off all the time—just hit the reset button. The health care professionals had clearly adjusted their behavior to discount false alarms, but needless to say, I was left feeling anything but secure concerning the quality of the system designed to monitor the need for change in my dad’s treatment. What if it hadn’t been a false alarm? (G. Deszca)
Change agents need to demonstrate that the need for change is real and important. Only then will people unfreeze from past patterns. This is easier said than done. From 2008 through to the winter and spring of 2009, General Motors (GM) struggled to convince the United Auto Workers Union (UAW) that they needed significant financial concessions to survive. The UAW initially took the position that GM had signed a deal and should live up to it. However, the collapse of consumers’ demand for automobiles in the summer of 2008 led to fears of bankruptcy. Political pressure from the U.S. and Canadian governments on both GM and their employee unions in the United States (the UAW or United Auto Workers) and Canada (the CAW or Canadian Auto Workers) escalated in the wake of bailout requests. As a result of this pressure, the UAW abandoned its position that “We have done our share.” Concessions followed during the next nine months, covering everything from staffing levels, pay rates, and health care benefits to pensions.7 The CAW followed suit, shortly thereafter. When it comes to raising alarms concerning the need for change, it is sometimes tough to know when and how to get through to people. With GM, it took going to the edge of the precipice and beyond. They had to go bankrupt!
Many change-management programs fail because there is sustained confusion and disagreement over (a) why there is the need for change and (b) what needs changing. Ask organization members—from production workers to VPs—why their organization is not performing as well as it could and opinions abound and differ. Even well-informed opinions are often fragmentary and contradictory. Individuals’ perspectives on the need for change depend on their roles and levels in the organization, their environments, perceptions, performance measures and incentives, and the training and experience they have received. The reactions of peers, supervisors, and subordinates as well as an individual’s own personality all influence how each person looks at the world. When there has been no well-thought-out effort to develop a shared awareness concerning the need for change, then piecemeal, disparate, and conflicting assessments of the situation are likely to pervade the organization.8
Look at the responses of different constituencies to the big issues of our day, and examples of the above proliferate. Take air quality. The adverse effects of poor air quality on public health are well documented. However, if you review the ongoing debate concerning the urgency of the problem and how we should go about addressing it, you will see various stakeholders with different vested interests and perspectives, marshal evidence to advance their point of view and protect their position. As a result, meaningful problem solving is delayed or sidetracked. Appropriate analyses, actions, and interventions are delayed, with predictable consequences, unless a disaster, very visible near disaster, or a seismic shift in public opinion occurs that galvanizes attention and precipitates action.
People often see change as something that others need to embrace and take the lead with. One hears: “Why don’t they understand?” “Why can’t they see what is happening?” or “They must be doing this intentionally.” But stupidity, blindness, and maliciousness are typically not the primary reasons for inappropriate or insufficient organizational change. Differences in perspective affect what is seen and experienced. As the attributions of causation shift, so too do the beliefs about who or what is the cause of the problems and what should be done.9 A common phenomenon called responsibility diffusion often occurs around changes. Responsibility diffusion happens when multiple people are involved and everyone stands by, assuming someone else will act.10
In terms of the change-management process, the focus of this chapter is on the “Awakening” box contained in Figure 4.1. To address this, change leaders need to determine the need for change and the degree of choice available to them and/or the organization about whether to change. Further, they need to develop the change vision and they need to engage others in these conversations so that a shared understanding develops. Without these in hand, they are in no position to engage others in conversations about the path forward.
This chapter asks change leaders, be they vice presidents, line operators, or volunteers at their local food bank, to seek out multiple perspectives as they examine the need for change. There is typically no shortage of things that could be done with available resources. What, then, gets the attention and commitment of time and money? What is the compelling reason for disrupting the status quo? Are there choices about changing and, if so, what are they? In many cases, it is not clear that change is needed. In these cases, the first step is for leaders to make a compelling case for why energy and resources need to be committed to a particular vision. Addressing these concerns advances the unfreezing process, focuses attention, and galvanizes support for further action.
But recognizing the need and mobilizing interest are not sufficient—a change leader also needs to communicate a clear sense of the desired result of the change. Change leaders do this by creating a compelling vision of the change and what life will look like after it is implemented. This approach to creating momentum is the focus of the latter half of this chapter.
Figure 4.1 The Change-Management Process
Understanding the Need for Change
The change process won’t energize people until they begin to understand the need for change. People may have a general sense that things are amiss or that opportunities are being missed, but they will not mobilize their energies until the need is framed, understood, and believed. An organization may have amassed data on customers, production processes, suppliers, competitors, organization financials, and other factors, but nothing will happen until someone takes the information and communicates a compelling argument concerning the need for change. Advancing the change agenda is aided by being able to address the following questions:
The challenges at this stage for change leaders are to develop the information they need to assess the situation, develop their views on the need for change, understand how others see that need, and create awareness and legitimacy around the need for change when a shared awareness is lacking. To make headway on these questions and challenges, change leaders need to seek out and make sense of external data, the perspectives of stakeholders, the internal data, and their own personal concerns and perspectives. (Figure 4.2 outlines these factors.)
Seek Out and Make Sense of External Data
Change leaders should scan the organization’s external environment to gain knowledge about and assess the need for change. Getting outside one’s personal perceptual box helps to avoid blind spots that are created by “closed-loop learning.”* 11 Change agents may make incremental improvements and succeed in improving short-term results. However, change leaders may not be doing what is needed to assess the risks and opportunities and to adapt to the environment over the long term.12 Executives tend to spend too little time reflecting on the external environment and its implications for their organizations.13
Figure 4.2 Developing Your Understanding of the Need for Change
An organization that is experiencing an externally driven crisis will feel the sense of urgency around the need for change. In this case, the change initiator’s task will be easier.14 This crisis can be used to mobilize the system and galvanize people’s attention and actions. Without this, many within the organization may not perceive a need for change even though the warning clouds or the unaddressed opportunities may be keeping the change leader awake at night.
The value of seeing organizations as open systems cannot be underestimated. This analytic approach and the learning it promotes play an important role in the development of awareness, improved vision, and flexibility and adaptability in the organization.15 Often the question becomes for the change leader: “Which external data do I attend to?” A change agent can drown in information without a disciplined approach for the collection, accumulation, and integration of data. Consider how complex the innocuous-sounding task of benchmarking can become.16 The absence of a disciplined approach to data gathering may mean that time is wasted, that potentially important data go uncollected or are forgotten, or the data are never translated into useful information for the organization.
Some sources for data will be concrete (trade papers, published research, and news reports), while others will be less tangible (comments collected informally from suppliers, customers, or vendors at trade shows). Data collection can take a variety of forms: setting aside time for reading, participating in trade shows and professional conferences, visiting vendors’ facilities, and/or attending executive education programs. Just as important, the change leader should consider engaging others in processes related to framing the questions, identifying and collecting data, and systematically interpreting the results in a timely fashion. This makes the task more manageable, increases the legitimacy of the data and the findings, builds awareness and understanding of the need for change, and creates a greater sense of ownership of the process.
Working without awareness of the external environment is the equivalent of driving blind. And yet it happens all the time. For a variety of reasons, ranging from a heavy workload or a sense of emergency, to complacency or arrogance, organizational leaders can be lulled into relying on past successes and strategies rather than investigating and questioning. In so doing, they risk failing to develop an organization’s capacity to adapt to a changing environment.17
Developing an Assessment of the Need for Change
1. What do you see as the need for change and the important dimensions and issues that underpin it? How much confidence do you have in your assessment and why should others have confidence in that assessment? Is the appraisal of the need for change a solid organizational and environmental assessment, or is it a response to your personal needs and beliefs?
2. Have you investigated the perspectives of internal and external stakeholders? Do you know who has a stake in the matter and do you understand their perspectives on the need for change? Have you talked only to like-minded individuals?
3. Can the different perspectives be integrated in ways that offer the possibility for a collaborative solution? How can you avoid a divisive “we/they” dispute?
4. Have you developed and communicated the message concerning the need for change in ways that have the potential to move the organization to a higher state of readiness for and willingness to change? Or have your deliberations left change recipients feeling pressured and coerced into doing something they don’t agree with, don’t understand, or fear will come back to haunt them?
Seek Out and Make Sense of the Perspectives of Stakeholders
Change leaders need to be aware of the perspectives of key internal and external stakeholders and work to understand their perspectives, predispositions, and reasons for supporting or resisting change. This will inform and enrich a change agent’s assessment of the need for change and the dynamics of the situation, and allow them to frame their approaches in ways that have a greater chance of generating needed support. Without such work, it is impossible to accurately assess perceptions of the situation and frame responses to questions that will resonate with those stakeholders—questions such as why change and what’s in it for me?18
Externally, these stakeholders may include suppliers, bankers, governmental officials, customers, and alliance and network partners. Internally, the stakeholders will include those individuals who are directly and indirectly affected by the change. If the change involved a reorganization of production processes, the internal stakeholders would include production supervisors, employees, union officials, human resources (recruitment and training implications), finance (budget and control processes), sales and marketing (customer service implications), IT (information implications), and engineering managers.
The point of view of the person championing the need for change will likely differ from the perspectives of other stakeholders. What is interesting and important to those stakeholders will vary, and this will affect what data and people they pay attention to and what they do with the information. If the change leader hopes to enlist their support or at least minimize their resistance, the leader needs to capture and consider their perspectives and the underlying rationale.19 Particular stakeholders may still remain ambivalent or opposed to the change, but not seeking them out and listening is likely to make things worse. Why create resistance if you don’t have to?
All of this highlights the importance of doing preparatory analysis and having a purposeful discussion, if possible, with affected stakeholders and those who understand their perspectives and can potentially influence them. It will increase the change leader’s awareness and sensitivity to the context, inform and strengthen the analysis, and indicate blind spots and alternative explanations and paths.
The change agents for the insurance firm did their homework when developing and communicating the need for change. They openly engaged stakeholders in dialogue, listened and responded with care and consideration, and then proceeded to the next stage in the change process. Too many executives underestimate the need for communication and the importance of it being two-way. There can never be too much top-level communication and support, but unfortunately, there is often far too little listening. A rule of thumb for managers is to talk up a change initiative at least three times more than you think is needed and listen at least four times as much as you think you should!21 One change leader states that messages need to be communicated 17 times before they get heard!22
Change Vision at an Insurance Firm
When a North American insurance firm acquired one of its competitors, the senior manager in charge of integrating the acquisition was determined to have every employee understand the need for change, the new vision, and its implications. On the day the deal was announced, she made a live presentation (along with the CEO and other key officials) to employees at the head office of the acquisition and streamed the meeting live to all of the acquisition’s branch offices and facilities, as well as into the parent organization. She honored the acquisition’s senior management team, who were present, communicated the reasons for the acquisition and its implications for change, took questions, and encouraged employees to contact her with questions or concerns. She set up a special website and phone line to answer questions in a timely and direct manner and followed this with visits to all the offices, key customers, and suppliers over the next two months. She held two additional town-hall meetings with employees over the next year to communicate the status of integration activities and reduce anxiety.
An integration team from the acquiring firm was deployed to the acquired firm the day the deal was announced. After introducing themselves and their mandate, specific initiatives were commenced with staff to align key systems and processes and develop strategic and tactical plans. Leaders from the integration team visited key groups at all levels in the acquired organization to discuss the need for change, to discuss their current position in the marketplace, and to review how the roles and responsibilities were currently organized. Integration team members communicated what they knew, listened hard, and made firm commitments to get back with answers by specific dates. The integration team honored those commitments, including the communication of the new organization’s strategic and tactical plans and clarification of each person’s employment status, within 90 days of the acquisition. Like the senior manager responsible for the integration of the acquisition, the integration team communicated candidly, listened, and adjusted to assessments of the need for change and the strategic path forward, based upon what they learned. The team’s approach tapped into the emotional needs of “acquired” employees, reducing their anxieties, instilling hope for the future, and illustrating that their views and concerns were heard. Employee surveys, low absentee and turnover rates, and performance data confirmed this.20
Seek Out and Make Sense of Internal Data
It is no surprise that change leaders need to pay careful attention to internal organizational data when developing their assessment of the need for a particular initiative. Change agents who command internal respect and credibility understand the fundamentals of what is going on within a firm. Change leaders need to know what can be inferred from internal information and measures, how these are currently being interpreted by organizational members, and how they may be leading the firm down the wrong path. Some of this will be in the form of so-called hard data—the sort that can be found in the formal information system and it is often numeric in nature (e.g., customer retention and satisfaction, service profitability, cycle time, and employee absenteeism). Other valuable information will be soft data, the intuitive information gathered from walking around the building and other work areas and having discussions with critical stakeholders. For example, do employees generally pick up litter such as candy wrappers, or is that task left exclusively to the janitorial staff? The former often indicates widespread pride and feelings of ownership in an organization.
Seek Out and Assess Your Personal Concerns and Perspectives
“Know thyself” is a critical dictum for change leaders. Change agents need a good understanding of their strengths and weaknesses, attitudes, values, beliefs, and motivations. They need to know how they take in information and how they interpret and make decisions. They need to recognize their preferences, prejudices, and blind spots. As change agents expand their self-awareness, they are freer to ask questions and seek help when they need it.23
During the Cuban Missile Crisis, October 1962, Collins and Porras report that President Kennedy was incredibly comfortable with expressing what he did not know and asking many questions before passing judgments.25 This led to informed decision making that may have saved the world from World War III. Many change leaders have difficulty publically owning the fact that they do not have all the answers and demonstrating a real interest in listening and learning. They likely have noticed that someone who communicates more confidence in their judgment tends to be responded to more positively than a person who is more cautious—particularly if the audience is predisposed to that point of view. However, behavioral economists have found that this can lead to serious errors of judgment. For example, those individuals in the media who are most self-assured in their judgment are significantly less accurate than those who are more nuanced in their assessments. We may love their bravado and certainty, which helps explain their frequent appearances on TV, but beware of putting too much trust in their conclusions!26 In 2002–2003 Vice President Dick Cheney’s confidence in Saddam Hussein and Iraq’s possession of weapons of mass destruction was absolute, and yet, U.S. forces found very few.
Reputations for skill, judgment, and success develop over time, and this development is aided by a greater willingness to look, listen, and learn before committing to a course of action. As Daniel Kahneman and his colleagues have noted, dangerous biases creep into important decision making and these need to be guarded against. Taking steps that keep you open to learning and rigorously testing your assumptions and biases can help you avoid decision traps and greatly benefit the quality of the final choice.27 These actions reinforce the value of looking before you leap in others. They build trust in your judgment, knowing that you’ve done your homework and considered the situation and options seriously, and show others that a little humility in one’s judgment never hurts.28
Whenever we, the authors, work with groups of university students, or managers and executives who are attempting organizational change, we caution them not to assume that their perspectives are held by all. They often fail to understand the impact of their own biases, perspectives, and needs and how they differ from those of others involved in a change initiative. They believe that they understand the situation and know what must change; this attitude can create significant barriers to accomplishing the change objectives. The strength of their concerns combined with their lack of self-awareness creates blind spots and causes them to block out dissenting perspectives. When they talk to stakeholders, they may receive polite responses and assume that this implies a commitment to action. Statements such as “That’s an interesting assessment” are taken as support rather than as neutral comments. Their inability to read subtle cues or misinterpret legitimate concerns as resistance, rather than thoughtful feedback, leads them astray.
In an extreme attempt to protect himself and his followers from his personal shortcomings and cult-like reputation, Nehru, one of the founding fathers of modern, independent India