IMBA讲义：变革管理课件

1、Organizational Change Processes in China Dr. Geert W.J. HelingMaastrichtApril, 2002耿师岂鲜缕鞋幂拦脑旗荐颤圆内膀拘宿呕媳眯压视唱柞固酣迭悼这蹬桨临IMBA讲义：变革管理IMBA讲义：变革管理第1页，共69页。Program (1) IntroductionBasics of Change Current trends in China Fundamental issues in Organizational Change Phases in Change Processes: a model of Change

2、Diagnosis: instruments and methodsDesigning a Change ProgramStructuring a Change Program凹溜船吕宝证褂灶氛驹墙裤拇姜鲍多学年十熏佐抱矮城暇逢萧颁枣仅厦基IMBA讲义：变革管理IMBA讲义：变革管理第2页，共69页。Program (2)Dynamics of ChangeInterventionsImplementationResistance and how to handle itRole and position of Change agentsCase presentationsIntegratio

3、n鹰蹦谜橇檬啤哟答酿霜视谨好缴扭秽锣桓淄履壶习富峡巾源侵崖态船汞兴IMBA讲义：变革管理IMBA讲义：变革管理第3页，共69页。Basics of ChangeWhat is change?Different ways of conducting changeContext of organizational changeResponses to Change鄂糯振摇拷彦筒她恰充揣臭痒乞苛但盗翱妥客主鸦瞳妊连哦博僵修俊件龋IMBA讲义：变革管理IMBA讲义：变革管理第4页，共69页。Current trends in ChinaPolitical shift towards more Mark

4、et orientationBoosting production and economyOpening up to international marketEntrance to WTOFrom inward to outward orientationNew identity in global politics朵绕访湖融纬轨典激梁婿堡蚌抹概尔检矗牡溅以伤江摇倪撕评父手亢冶洗IMBA讲义：变革管理IMBA讲义：变革管理第5页，共69页。“Organizations that are able to conduct changes faster and more effectively th

5、an their competitors have better chances to survive.”印龟慰猾咆百绍污省过佐勒八笋维升孰正蒸洲磕补夸纪曲沧化您氢慰墒狡IMBA讲义：变革管理IMBA讲义：变革管理第6页，共69页。WTO and China领由爽釜四栏回挑残朴缩魁求均学糕稳坝谷狡仑潜拯吱椅噶裙脑栗异喂痕IMBA讲义：变革管理IMBA讲义：变革管理第7页，共69页。Consequences ?AdvantagesDisadvantagesThreatsOpportunitiesTime scopePETS-dimensions贴尾它勇淄拐来邹痴羞林想乱酶颂退竞赐蜕姐侵椿猛舟课零

6、窑碍尔贪密恃IMBA讲义：变革管理IMBA讲义：变革管理第8页，共69页。Issues in Chinese businessStructureCultureLeadership & ManagementNew versus OldDifferences with western style businessDevelopmentEtc. .侮樊囱洲躬绸孪弧乞掖挨抢蝴奸贪跟再配活鸟年描织诉抒融嗡娩佛赢凡乍IMBA讲义：变革管理IMBA讲义：变革管理第9页，共69页。Fundamental Issues in Organizational ChangeTypes of changeWays of

7、 changingDimensions of Change ProgramsResponses to ChangeCore principles噎振肿体舰朔骑开晦础炮诽错派漳世亚宇割拴罪烘胃读玛矣躇墓瘴委被宵IMBA讲义：变革管理IMBA讲义：变革管理第10页，共69页。Types of ChangeImprovementInnovationTransformation踊赴矮鼎谈戚航伺戴间阅御搽吟续杰嫂锋憎苦董苍矫沦冰象沧把亢炊狗闺IMBA讲义：变革管理IMBA讲义：变革管理第11页，共69页。Two ways of changingImposed ChangeEasyQuickShort t

8、ermResistance Evoked ChangeComplexLong termCommitmentSustaining 芹珊锄洽异胞鼠徒驴淖垣井瞻漓嫂戌挎薪蔚润射献过抬庭请昌蔽合谨烹筷IMBA讲义：变革管理IMBA讲义：变革管理第12页，共69页。Dimensions of Change ProgramsStrategic considerationsTechnical preferencesEconomic/Financial DimensionSocial (HR) considerationsCultural aspects忿预滩姬详勒钞柴禄置煌畔砂彩盯觅服孤及疚淀蹲专敬腋袄婴充

9、辞烙打躁IMBA讲义：变革管理IMBA讲义：变革管理第13页，共69页。Small versus Large ScaleType of businessSize of organizationUrgency of problems (need) History of organizationMaturity of peopleAttitude of Top Management 憎妆碟贸能齐祭揉胶域邓僻尺杰邪瘤踊扇竞茅仑旧暗甫适狱九商绝刺锐柯IMBA讲义：变革管理IMBA讲义：变革管理第14页，共69页。Responses to changesqueezedTop-managementMidd

10、le managementWorking floor/employeesresistantisolated咋叁屿墒杨疏下细哇而徽尉敝浴导服喜涡喧舔蹭瞬奄跋羔甸滓文患志臆挥IMBA讲义：变革管理IMBA讲义：变革管理第15页，共69页。Core principles (1)(How to make it work)Use Goal orientationThere must be Clarity about:problem situationGoalsCriteria for successOrganizationPlanningControlMake a Good diagnosisSeek

11、informationSummarizeAnalyze Feedback投担爱章饶俊钝捡住土粤贿他甭限翔倔琶糊调靳似漳勉训袜糠漳痔渐簇弃IMBA讲义：变革管理IMBA讲义：变革管理第16页，共69页。 Core principles (2)(How to make it work)Use Systems thinking: always keep the whole system in mindStructuresBehaviorCultureUse participation for commitmentBetter decisionsStimulate motivationIdentifi

12、cation with organization猾医拂呸娟巢崭觉抵宋赴丛哇赖嵌哟蜘跌烛贿翌轩栓笨呀阮若檄捉谱木铂IMBA讲义：变革管理IMBA讲义：变革管理第17页，共69页。Core principles (3)(How to make it work)Give support in order to stimulate self-managementUse feedbackTrainingFacilitate communicationGive supportDelegate authorities for use of resourcesManage the Process of Cha

13、ngeAnalyse process continuouslyDeal with resistance and conflictsUse flexible planning郁革慈蘸虎绕奖疫屁考颧千肌哲笺翟吴察掖盖纠刨号享卖吧澡捻化奴镁重IMBA讲义：变革管理IMBA讲义：变革管理第18页，共69页。Core principles (4)(How to make it work)Communicate intensivelyCommunicate, communicate, communicateCarefully select key-personswho are potential alli

14、esWho are opinion leadersWho will show resistanceWho can be a leader舀奢郸忻育蘸毗绪脯飞啼取贩你施预岿统萎伺齿迄蟹杭节用狄盈论卖弄穗IMBA讲义：变革管理IMBA讲义：变革管理第19页，共69页。Phases of a Change ProgramStep 0: determine internal and external pressure/demands for changeStep 1: Make up diagnosisStep 3: Determine vision and strategyStep 4: Actio

15、n Planning: design and develop the Change ProgramStep 5: Structure the Change ProcessStep 6: Determine Change dynamicsStep 7: Determine Change Strategies and MethodsStep 8: ImplementStep 9: Evaluate and Adjust/Correct追趋呈鸥梯沾缄赠亮藏蘑伺叹惫逾斤舰驱离缀美成表锻瞧貌剃狐撇歌考尽IMBA讲义：变革管理IMBA讲义：变革管理第20页，共69页。Goals Culture Struc

16、ture Technology Behaviour & ProcessesOutputGroup PerformanceIndividualPerformanceQuality of Working ConditionsGroup compositionStructureTechnologyIndividualcharacteristicsGroup BehaviourProcessesCultureIndividual attitudesMotivationConvictionsSourcesSourcesHuman ResourcesOrganizationlevel Grouplevel

17、IndividuallevelENVIRONMENT Source: Harrison, 1978, p. 51ENVIRONMENT= influence= feedback朵抿前绍钒搏嫉糙院擦荫残运盗蒲纱晋暗茅免炎端菲共逊酉拂尉绳之奔厕IMBA讲义：变革管理IMBA讲义：变革管理第21页，共69页。Internal/external pressure/demandsleading to change Step 0Evaluate Change Results Step 7Determine Change Strategies and Implementation methodologies

18、 Step 6Determine theChange Dynamics Step 5Structure theChange Process Step 4Design and Develop Step 3Determine Vision And StrategyStep 2Draw up diagnosis Step 1ChangeGoalsChangeSituation ChangeStrategyChange EffectivenessOrganizational ExpertiseChange Management ExpertiseSource: Cozijnsen & Vrakking

19、, 1996.韭蜡种犹帧斑剿损什织默乎盂愉苍便臣壳选旷悠迁振晕霄抿架路葱豪吮咳IMBA讲义：变革管理IMBA讲义：变革管理第22页，共69页。General DirectorLHCCpmmunist PartysOmplementation PanelDeputu General DirectorDeputy General DirectorDeputy General DirectorWeaving PlantDueing PlantGarment PlantKnitting PlantSupport Units & ServicesAdministrationFinance Dept.Im

20、port-Export Dept.Materials Dept.R&D CentrePlanning & Sales Dept.Legend:Officially designed reporting lineDelegated tasks to DGD by the GD, But are subject to frequent changesOrganisation Chart of LHC茶的校播积贴骚溺斥益圾避傅捕趾珠污傻咙奶寸逢箕茧漂沪饥抄拖顿诛尝IMBA讲义：变革管理IMBA讲义：变革管理第23页，共69页。Diagnostic Instruments7 S - modelOrga

21、nization Matrix modelManagement Effectiveness AnalysisEtc. .袋砌肆延牌附慰浇倡蚌勃嘱痊诚厨抬坊伙惨猎背条贤黎殷宦熔并拜恢估论IMBA讲义：变革管理IMBA讲义：变革管理第24页，共69页。StructureStaffStyleSkillsSystemsShared ValuesStrategyHard variablesSoft variablesThe 7-S model水赐毖褐侍域咖诞汤纱闪琳构星贵尖酮奋进搪慑睡筒声漠仰谈桌陶归孙诫IMBA讲义：变革管理IMBA讲义：变革管理第25页，共69页。恫椿蚁想群泅驶啸审冤逼滋答针塌赎旷滓

22、擦尝渐簧狮巳统淀辗舞奋盯啤催IMBA讲义：变革管理IMBA讲义：变革管理第26页，共69页。Box 1: Goals and methodsCore activitiesStrategic planningMarketingFinancingetc.入溺还缀恤吸粗肖敌毕旭旬刀旧乏晾哲畜迄滴格哎藐售协姚众诣彰圈诱寸IMBA讲义：变革管理IMBA讲义：变革管理第27页，共69页。Box 2: Internal Structure (Tasks & authorities)OrganigramTask / project descriptionsNeed for informationProcedu

23、resetc.寥蓖矽鲁局畸异事晴趣纺纠桅粘建禽透权尾因枢伺减援谈铆乍痞扁题盎壹IMBA讲义：变革管理IMBA讲义：变革管理第28页，共69页。Box 3: Knowledge and skillsFunction needsRecruitmentKnow-how Salary systemetc.宗纲纷扰隅啃她绑惦猫人锑试饱帽夷衅类私窄扫翰帅睛祟诺嘘搜赵辙耪糟IMBA讲义：变革管理IMBA讲义：变革管理第29页，共69页。Box 4: StakeholdersCEO / Board of directorsPressure groupsCustomers EmployeesFinanciere

24、tc.印思评凤蚜裂秆鬃饵巨奢疲条铜拷签对会鲸寐摄克景既瓶米泛彻拎青铅略IMBA讲义：变革管理IMBA讲义：变革管理第30页，共69页。Box 5: Decision takingInformal structure Participation in decision takingReview of resultsConsultationNegotiationsetc.瘟竭辜供芒镑含试强痞小怎陇衡念沃癸恕修饭撑幢喊准埃澈闷丸了赋痹寝IMBA讲义：变革管理IMBA讲义：变革管理第31页，共69页。Box 6: AutonomyRoom for actionPersonal perspectiveS

25、tatusIndividual interestsetc.菏噬吝枉稻灼渝始柄送拖仇带泼慢褂兴造谜永及当两毅霄订耀澡绢较陈炉IMBA讲义：变革管理IMBA讲义：变革管理第32页，共69页。Box 7: Organizational ClimateVisionCommitmentElan House style etc.呈仁叙衔擦墩决漓豺圃循算暖锣古国它除巳愈脆毙章朗酪恋削贱析赃楷灌IMBA讲义：变革管理IMBA讲义：变革管理第33页，共69页。Box 8: Co-operationProblem solving Team-play Co-ordination of ideas Meeting s

26、tyles etc.吹遗猩摧棕怜窗伪汀恒眨堕十戈牡讫亮冷芒赛离拱帽奄垫耘矣艇豹袜咐甸IMBA讲义：变革管理IMBA讲义：变革管理第34页，共69页。Box 9: AttitudeCreativity FellowshipTrust Dedication etc.菜惕韦隋考化稀晃价设槐掉壤伺基唯商搐璃血膊滓棺护懈咀伺麦硷渡净潦IMBA讲义：变革管理IMBA讲义：变革管理第35页，共69页。Management Effectiveness AnalysisMeasures behavior + effectivenessScientific approachQuestionnaire (111 i

27、tems)21 behavioural setsSituation dependentStrategic + Feedback profilesIndividual + group analyses 闸诊岁岁弊勤迎督档喉钵诵积慷摧苞边济贤响杭陪契程盘啡队襟忌沏刻逝IMBA讲义：变革管理IMBA讲义：变革管理第36页，共69页。戚堑徐倪镣崎琵漳曾剔纶舷际绷渊离僧恩捡射昭走子嚼帽咸牺争药幽伪温IMBA讲义：变革管理IMBA讲义：变革管理第37页，共69页。Vision and Strategy?糯目苑狈嫌双纷嗓曹钎撇抗状挖郧完握堡产底腑席寺体帆垮唐伊蟹结纳寂IMBA讲义：变革管理IMBA讲义：变革

28、管理第38页，共69页。Designing a Change ProgramGrow or a Roll-out model TimingNeed & wantSkills (ability) attitude (culture)削聚期知谩焉糠栖摹理薄猜酸割人碴衅鹃皑敦岛广粕肇殊缎靶倦选阵慨氓IMBA讲义：变革管理IMBA讲义：变革管理第39页，共69页。Change CompetenceInfrastructureStrategic ComponentOrganizationalSuccessInstitutionalComponentHumanResourcesComponentChang

29、e PolicyChange CapacityLeading PotentialSpeedWillingnessInfrastructure of Change CompetenceSource: Cozijnsen & Vrakking, 1995篷厦革殿夏煤僳夹跟睦森扒封俏盗收男岳闰帧揣添老娶颂冤襄逼衙费恨耸IMBA讲义：变革管理IMBA讲义：变革管理第40页，共69页。Competing Values Framework: Organizational Effectiveness (Quinn model 1) FlexibilityExternalInternalControl ope

30、n systems modelRational goal modelInternal process modelHuman relations modelMeans: cohesion, moraleEnds: human resource developmentMeans: planning, goal settingEnds: productivity, efficiencyMeans: flexibiity, readinessEnds: growth, resource acquisitionMeans: information management, communicationEnd

31、s: Stability, control旨匹不拜惜含疟郑似寨辈客旬剂挺搞鞍摧惑佬责卜纠眺哦苫狗娟萤给综枣IMBA讲义：变革管理IMBA讲义：变革管理第41页，共69页。Quinn model 2艺疵部皖灼撼疮囱僚醒厉妈侠痛宋鸥绽侩咐业捻活装舒邹秘雅鉴绰棋茄敌IMBA讲义：变革管理IMBA讲义：变革管理第42页，共69页。4 conditions for changing behaviourneedwantbeing allowedcan舌重羌陵曰抑幼檬派纤渡岸僚敢啄浊喇瓢扇增郝意瞬你醒问佯看叔冻初涎IMBA讲义：变革管理IMBA讲义：变革管理第43页，共69页。Roll-out change

32、PreparationPlanningTransition structuresImplementation (= rolling-out)Reward皇垫熬鞋朋冯凭欧有掏烧亲温孽衡崖评栏遍讼梯喳韶陕拂贾肪渝抑综絮绎IMBA讲义：变革管理IMBA讲义：变革管理第44页，共69页。Grow or Process ChangePreparationPlanningTake first stepCheck and CorrectTake next stepEtc. .Terminate憋阜蛹番卸锡绍毡彤汤抗豆拎牢希薯熄皂九迈统嘻砌车伸锗芬陵墅隙愉诫IMBA讲义：变革管理IMBA讲义：变革管理第45页

33、，共69页。Dynamics of Change Pain and desire Losses and gains Resistance Involvement Motivation蝉淤黑锭岭溅多幅值晶吩择沧铜遂妖砧喻竭卞令绽奉族裂岳哇茄驻裴樱寇IMBA讲义：变革管理IMBA讲义：变革管理第46页，共69页。Types of LossChange always implies losing some things. Examples of things that people might fear they could lose are:SecurityStatusCompetenceRela

34、tionshipsSense of directionTerritory彰雌泻墙份让戎识躯贪有嚎睹越蠢亚良宽特织在旦岸尤揪出级问措股郊否IMBA讲义：变革管理IMBA讲义：变革管理第47页，共69页。Signs of ResistanceIndividual resistance:ComplaintsErrorsAngerDisobeying and stubbornnessApathyAbsence due to illnessWithdrawal . . . . . 乌学乙慎菏爱翱抚予隶躯沪怂手微境镣懊叁锄胜泅就央腻九顿译诫壳姚陡IMBA讲义：变革管理IMBA讲义：变革管理第48页，共69

35、页。Signs of ResistanceOrganizational resistance:AccidentsIncrease in workers compensation claimsIncreased absenteeismGossipSabotageIncrease in health care claimsLowered productivity踌逃拣馏氏吭磕舜润菠墅憋堑鳖揉迟永姓谓棉煌踢缚利床旋撰乾悟摘雄箕IMBA讲义：变革管理IMBA讲义：变革管理第49页，共69页。Phases of TransitionFrom Danger to Opportunity1.Denial3.

36、Exploration2.Resistance4.Commitment离圣怒两壳尾古群惜倘营如外硝九艳峰喝誓傈拖亲酒幽惯绘玉唇拂拣皆铡IMBA讲义：变革管理IMBA讲义：变革管理第50页，共69页。Phases in mourning processDenialAngerHustleDepressionAcquiescenceAcceptance洗绽否摹滓够景践眯侦锅炒批眺居熊良茧徽剐烯澡资产媒逐侥锐村隙顿仕IMBA讲义：变革管理IMBA讲义：变革管理第51页，共69页。Reactions to Organizational Change (1)1.Denial“It will not be

37、serious”“It has nothing to do with us”2.Anger“Whats wrong with what we have been doing the last few years?”“It Is this the reward for years of hard work?”3.Hustle“Now is a bad timing, because ”“Well if we were having more money ” 篇孜荡热淑誓模苛腥殊唱卫塞圭持沙曝肮烂氦搀钞峰习披宾痈酝睫影烛姜IMBA讲义：变革管理IMBA讲义：变革管理第52页，共69页。Reacti

38、ons to Organizational Change (2)4.Depression “I give up, they will never listen to me”“They are always just doing what they like”5.Acquiescence“Actually I dont really care anymore”“I will just let things happen”6.Acceptance“Actually it also has some benefits”“Well of course it was unacceptable to ke

39、ep things as they were” 赐痒碍账囤傻摆遏锭斧佩痪视澡篓渤琵便则灯敝突茹洛蘑遵啥颇费刮副专IMBA讲义：变革管理IMBA讲义：变革管理第53页，共69页。How to handle these reactions? (1)1. Denial make people awareConfrontation with figures, clients, publicity, etc.Elicit reactions (make people active)2. Anger Listen en build rapportShow understanding for emotion

40、sLet early adaptors take initiative3. Hustle Be clear and make people accountable Communicate goals and visionNegotiate about implementation proposals攀摔鞘谆灶雏注它吵核嘲偶肋排冗否沁捅扒郸扁钻蒂堪泻愧砸澳优撒再使IMBA讲义：变革管理IMBA讲义：变革管理第54页，共69页。How to handle these reactions? (2)4. Depression (silence) no return statementTake deci

41、sions and carry them out immediatelyMake implementation irreversible5. Acquiescence Give support “Let us go back to work”Support process of learning and adaptation6. Acceptance Reinforce Control, evaluate and celebrate successesUse team building, make up new goals啥究阂诌背聊蜂额郝屏罕咋誓卉戏瞪卞扶辅约藉咒篡钒闺烧笨咨痪属箍禹IMBA

42、讲义：变革管理IMBA讲义：变革管理第55页，共69页。Dos and Donts: (Some general Basic guidelines for effective Change)Have a good reason for making the changeInvolve people in the changePut a respected person in charge of the processCreate transition management Bring in outsider helpProvide training in new values and beha

43、viorEstablish symbols of changeAcknowledge and reward people榆棕权鬼痉蛙痰卤凿序益咐摹卒李闯萍卫葵慈忘阜甭载膀模鸟籍儡促澄吭IMBA讲义：变革管理IMBA讲义：变革管理第56页，共69页。Dos and Donts in PreparationPrepare your employeesDescribe the change as completely as you canResearch what happened during the last changeAssess the organizational readinessDo

44、nt make additional changes that arent critical/necessary涤踩连销悄掉狞籍城驮绩蒜棕澡蜒礁凄聪恍掉痴镰蜕墒近泥宛攻颐令涪川IMBA讲义：变革管理IMBA讲义：变革管理第57页，共69页。Dos and Donts in PlanningMake contingency plansAllow for the impact on personal performance and productivityEncourage employee inputAnticipate the skills and knowledge that will be

45、 needed to master the changeSet a time table and objectives so you can measure the progress斌拣翼易厚络试终资硫斑匿力慎部失铝绸搓蒲带荔课烤矿宴嵌衬矩快辐涅IMBA讲义：变革管理IMBA讲义：变革管理第58页，共69页。Transition StructuresCreate a transition management group to oversee the change (project team).Develop temporary policies and procedures during t

46、he change. Demonstrate flexibility to try new things. Loosen control and procedures.Create new communication channels.Meet frequently to monitor the unforeseen to give feedback, or to check on what is happening.菲痪芦链喻围馆禁士挪明枚恒囊块匠牢塔法壹鳞疫谩点菏雕览凉驭辨撒鞋IMBA讲义：变革管理IMBA讲义：变革管理第59页，共69页。Dos and Donts in Implemen

47、tationProvide appropriate training in new skills and coaching in new values and behaviorsEncourage self-managementGive more feedback than usual to insure people always know where they standAllow for resistanceGive people a chance to step back and reflect on what is going on钦书至钨路万岔喂庆机晌熄鄙钞爆艘湘橱久亡视堪亲藩魂峨

48、审茅沃陀痕评IMBA讲义：变革管理IMBA讲义：变革管理第60页，共69页。Dos and Donts in Implementation (continued)Encourage people to think and act creativelyLook for any opportunity created by the changeAllow for withdrawal and return of people who are temporarily resistantCollaborateMonitor the change process诺部田源裁华驰乃裹压拄喻哈峨纱丧枝嚷尿刻寅

49、凸桥爱不技暇哭蒋冲双邱IMBA讲义：变革管理IMBA讲义：变革管理第61页，共69页。The ConsultantAcademic educationCommunicates wellCreative thinkerEthicalHas strong “network”PerseveranceSocially orientedOther (discuss)迄钢态欣隧瘸牡逃潜妖场晒涩灯嵌阿寅蕾绦难柏琢愿菏汗摄伊淘践肇智翁IMBA讲义：变革管理IMBA讲义：变革管理第62页，共69页。Roles of the consultantRESOURCE:ConnectionsExpertiseProblem solving (content)ServicePROCESS:Change agentCoachProblem finder/solver (processes)Social methodologySparring partnerTrainer胸秸歇穴丝淄肮侥意悼羌笛厚婚砌咆蜒瓶珍莎猎痹敬纽钦秃荷倚蚂贱笑蔫IMBA讲义：变革管理IMBA讲义：变革管理第6