珠宝行业IMBA讲义：企业变革管理

OrganizationalChangeProcessesinChinaDr.GeertW.J.HelingMaastrichtApril,2002第一页，共七十页。Program(1)IntroductionBasicsofChangeCurrenttrendsinChinaFundamentalissuesinOrganizationalChangePhasesinChangeProcesses:amodelofChangeDiagnosis:instrumentsandmethodsDesigningaChangeProgramStructuringaChangeProgram第二页，共七十页。Program(2)DynamicsofChangeInterventionsImplementationResistanceandhowtohandleitRoleandpositionofChangeagentsCasepresentationsIntegration第三页，共七十页。BasicsofChangeWhatischange?DifferentwaysofconductingchangeContextoforganizationalchangeResponsestoChange第四页，共七十页。CurrenttrendsinChinaPoliticalshifttowardsmoreMarketorientationBoostingproductionandeconomyOpeninguptointernationalmarketEntrancetoWTOFrominwardtooutwardorientationNewidentityinglobalpolitics第五页，共七十页。

“Organizationsthatareabletoconductchangesfasterandmoreeffectivelythantheircompetitorshavebetterchancestosurvive.”第六页，共七十页。WTOandChina第七页，共七十页。Consequences?AdvantagesDisadvantagesThreatsOpportunitiesTimescopePETS-dimensions第八页，共七十页。IssuesinChinesebusinessStructureCultureLeadership&ManagementNewversusOldDifferenceswith‘western’stylebusinessDevelopmentEtc.….第九页，共七十页。FundamentalIssuesinOrganizationalChangeTypesofchangeWaysofchangingDimensionsofChangeProgramsResponsestoChangeCoreprinciples第十页，共七十页。TypesofChangeImprovementInnovationTransformation第十一页，共七十页。TwowaysofchangingImposedChangeEasyQuickShorttermResistance

EvokedChangeComplexLongtermCommitmentSustaining

第十二页，共七十页。DimensionsofChangeProgramsStrategicconsiderationsTechnicalpreferencesEconomic/FinancialDimensionSocial(HR)considerationsCulturalaspects第十三页，共七十页。SmallversusLargeScaleTypeofbusinessSizeoforganizationUrgencyofproblems(need)HistoryoforganizationMaturityofpeopleAttitudeofTopManagement第十四页，共七十页。ResponsestochangesqueezedTop-managementMiddlemanagementWorkingfloor/employeesresistantisolated第十五页，共七十页。Coreprinciples(1)

(Howtomakeitwork)UseGoalorientation TheremustbeClarityabout:problemsituationGoalsCriteriaforsuccessOrganizationPlanningControlMakeaGooddiagnosisSeekinformationSummarizeAnalyzeFeedback第十六页，共七十页。

Coreprinciples(2)

(Howtomakeitwork)UseSystemsthinking:alwayskeepthewholesysteminmindStructuresBehaviorCultureUseparticipationforcommitmentBetterdecisionsStimulatemotivationIdentificationwithorganization第十七页，共七十页。Coreprinciples(3)

(Howtomakeitwork)Givesupportinordertostimulate self-managementUsefeedbackTrainingFacilitatecommunicationGivesupportDelegateauthoritiesforuseofresourcesManagetheProcessofChangeAnalyseprocesscontinuouslyDealwithresistanceandconflictsUseflexibleplanning第十八页，共七十页。Coreprinciples(4)

(Howtomakeitwork)CommunicateintensivelyCommunicate,communicate,communicateCarefullyselectkey-personswhoarepotentialalliesWhoareopinionleadersWhowillshowresistanceWhocanbealeader第十九页，共七十页。PhasesofaChangeProgramStep0:determineinternalandexternalpressure/demandsfor changeStep1:MakeupdiagnosisStep3:DeterminevisionandstrategyStep4:ActionPlanning:designanddeveloptheChangeProgramStep5:StructuretheChangeProcessStep6:DetermineChangedynamicsStep7:DetermineChangeStrategiesandMethodsStep8:ImplementStep9:EvaluateandAdjust/Correct第二十页，共七十页。GoalsCultureStructureTechnologyBehaviour&ProcessesOutputGroupPerformanceIndividualPerformanceQualityofWorkingConditionsGroupcompositionStructureTechnologyIndividualcharacteristicsGroupBehaviourProcessesCultureIndividualattitudesMotivationConvictionsSourcesSourcesHumanResourcesOrganizationlevelGrouplevelIndividuallevelENVIRONMENT

Source:Harrison,1978,p.51ENVIRONMENT=influence=feedback第二十一页，共七十页。Internal/externalpressure/demandsleadingtochange

Step0EvaluateChangeResultsStep7DetermineChangeStrategiesandImplementationmethodologies

Step6DeterminetheChangeDynamics

Step5StructuretheChangeProcess

Step4DesignandDevelop

Step3DetermineVisionAndStrategyStep2Drawupdiagnosis

Step1ChangeGoalsChangeSituationChangeStrategyChangeEffectivenessOrganizationalExpertiseChangeManagementExpertiseSource:Cozijnsen&Vrakking,1996.第二十二页，共七十页。GeneralDirectorLHC’CpmmunistParty’sOmplementationPanelDeputuGeneralDirectorDeputyGeneralDirectorDeputyGeneralDirectorWeavingPlantDueingPlantGarmentPlantKnittingPlantSupportUnits&ServicesAdministrationFinanceDept.Import-ExportDept.MaterialsDept.R&DCentrePlanning&SalesDept.Legend:OfficiallydesignedreportinglineDelegatedtaskstoDGDbytheGD,ButaresubjecttofrequentchangesOrganisationChartofLHC第二十三页，共七十页。DiagnosticInstruments7S-modelOrganizationMatrixmodelManagementEffectivenessAnalysisEtc.….第二十四页，共七十页。StructureStaffStyleSkillsSystemsSharedValuesStrategyHardvariablesSoftvariablesThe7-Smodel第二十五页，共七十页。第二十六页，共七十页。Box1:Goalsandmethods

Coreactivities

Strategicplanning

Marketing

Financing

etc.第二十七页，共七十页。Box2:InternalStructure(Tasks&authorities)

Organigram

Task/projectdescriptions

Needforinformation

Procedures

etc.第二十八页，共七十页。Box3:Knowledgeandskills

Functionneeds

Recruitment

Know-how

Salarysystem

etc.第二十九页，共七十页。Box4:Stakeholders

CEO/Boardofdirectors

Pressuregroups

Customers

Employees

Financier

etc.第三十页，共七十页。Box5:Decisiontaking

Informalstructure

Participationindecisiontaking

Reviewofresults

Consultation

Negotiations

etc.第三十一页，共七十页。Box6:Autonomy

Roomforaction

Personalperspective

Status

Individualinterests

etc.第三十二页，共七十页。Box7:OrganizationalClimate

Vision

Commitment

Elan

Housestyle

etc.第三十三页，共七十页。Box8:Co-operation

Problemsolving

Team-play

Co-ordinationofideas

Meetingstyles

etc.第三十四页，共七十页。Box9:Attitude

Creativity

Fellowship

Trust

Dedication

etc.第三十五页，共七十页。ManagementEffectivenessAnalysisMeasuresbehavior+effectivenessScientificapproachQuestionnaire(111items)21behaviouralsetsSituationdependentStrategic+FeedbackprofilesIndividual+groupanalyses第三十六页，共七十页。第三十七页，共七十页。VisionandStrategy?第三十八页，共七十页。DesigningaChangeProgramGroworaRoll-outmodelTimingNeed&wantSkills(ability)attitude(culture)第三十九页，共七十页。ChangeCompetenceInfrastructureStrategicComponentOrganizationalSuccessInstitutionalComponentHumanResourcesComponentChangePolicyChangeCapacityLeadingPotentialSpeedWillingnessInfrastructureofChangeCompetenceSource:Cozijnsen&Vrakking,1995第四十页，共七十页。CompetingValuesFramework:OrganizationalEffectiveness

(Quinnmodel1)

FlexibilityExternalInternalControlopensystemsmodelRationalgoalmodelInternalprocessmodelHumanrelationsmodelMeans:

cohesion,moraleEnds:

humanresourcedevelopmentMeans:

planning,goalsettingEnds:

productivity,efficiencyMeans:

flexibiity,readinessEnds:

growth,resourceacquisitionMeans:

informationmanagement,

communicationEnds:

Stability,control第四十一页，共七十页。Quinnmodel2第四十二页，共七十页。4conditionsforchangingbehaviourneedwantbeingallowedcan第四十三页，共七十页。Roll-outchangePreparationPlanningTransitionstructuresImplementation(=rolling-out)Reward第四十四页，共七十页。GroworProcessChangePreparationPlanningTakefirststepCheckandCorrectTakenextstepEtc.…….Terminate第四十五页，共七十页。DynamicsofChangePainanddesireLossesandgainsResistanceInvolvementMotivation第四十六页，共七十页。TypesofLoss

Changealwaysimplieslosingsomethings.Examplesofthingsthatpeoplemightfeartheycouldloseare:SecurityStatusCompetenceRelationshipsSenseofdirectionTerritory第四十七页，共七十页。SignsofResistanceIndividualresistance:ComplaintsErrorsAngerDisobeyingandstubbornnessApathyAbsenceduetoillnessWithdrawal.....第四十八页，共七十页。SignsofResistanceOrganizationalresistance:AccidentsIncreaseinworker’scompensationclaimsIncreasedabsenteeismGossipSabotageIncreaseinhealthcareclaimsLoweredproductivity第四十九页，共七十页。PhasesofTransitionFromDanger to Opportunity1. Denial 3. Exploration2. Resistance 4. Commitment第五十页，共七十页。PhasesinmourningprocessDenialAngerHustleDepressionAcquiescenceAcceptance第五十一页，共七十页。ReactionstoOrganizationalChange(1)1. Denial“Itwillnotbeserious”“Ithasnothingtodowithus”2. Anger“What’swrongwithwhatwehavebeendoingthelastfewyears?”“ItIsthistherewardforyearsofhardwork?”3. Hustle“Nowisabadtiming,because…”“Wellifwewerehavingmoremoney…”第五十二页，共七十页。ReactionstoOrganizationalChange(2)4. Depression“Igiveup,theywillneverlistentome”“Theyarealwaysjustdoingwhattheylike”5. Acquiescence“ActuallyIdon’treallycareanymore”“Iwilljustletthingshappen”6. Acceptance“Actuallyitalsohassomebenefits”“Wellofcourseitwasunacceptabletokeepthingsastheywere”第五十三页，共七十页。Howtohandlethesereactions?(1)1.DenialmakepeopleawareConfrontationwithfigures,clients,publicity,etc.Elicitreactions(makepeopleactive)2.AngerListenenbuildrapportShowunderstandingforemotionsLetearlyadaptorstakeinitiative3.HustleBeclearandmakepeople accountableCommunicategoalsandvisionNegotiateaboutimplementationproposals第五十四页，共七十页。Howtohandlethesereactions?(2)4.Depression(silence) noreturnstatementTakedecisionsandcarrythemoutimmediatelyMakeimplementationirreversible5.AcquiescenceGivesupport“Letusgobacktowork”Supportprocessoflearningandadaptation6.AcceptanceReinforceControl,evaluateandcelebratesuccessesUseteambuilding,makeupnewgoals第五十五页，共七十页。Do’sandDon’ts:

(SomegeneralBasicguidelinesforeffectiveChange)HaveagoodreasonformakingthechangeInvolvepeopleinthechangePutarespectedpersoninchargeoftheprocessCreatetransitionmanagementBringinoutsiderhelpProvidetraininginnewvaluesandbehaviorEstablishsymbolsofchangeAcknowledgeandrewardpeople第五十六页，共七十页。Do’sandDon’tsinPreparationPrepareyouremployeesDescribethechangeascompletelyasyoucanResearchwhathappenedduringthelastchangeAssesstheorganizationalreadinessDon’tmakeadditionalchangesthataren’tcritical/necessary第五十七页，共七十页。Do’sandDon’tsinPlanningMakecontingencyplansAllowfortheimpactonpersonalperformanceandproductivityEncourageemployeeinputAnticipatetheskillsandknowledgethatwillbeneededtomasterthechangeSetatimetableandobjectivessoyoucanmeasuretheprogress第五十八页，共七十页。TransitionStructuresCreateatransitionmanagementgrouptooverseethechange(projectteam).Developtemporarypoliciesandproceduresduringthechange.Demonstrateflexibilitytotrynewthings.Loosencontrolandprocedures.Createnewcommunicationchannels.Meetfrequentlytomonitortheunforeseentogivefeedback,ortocheckonwhatishappening.第五十九页，共七十页。Do’sandDon’tsinImplementationProvideappropriatetraininginnewskillsandcoachinginnewvaluesandbehaviorsEncourageself-managementGivemorefeedbackthanusualtoinsurepeoplealwaysknowwheretheystandAllowforresistanceGivepeopleachancetostepbackandreflectonwhatisgoingon第六十页，共七十页。Do’sandDon’tsinImplementation(continued)EncouragepeopletothinkandactcreativelyLookforany‘opportunity’createdbythechangeAllowforwithdrawalandreturnofpeoplewhoaretemporarilyresistantCollaborateMonitorthechangeprocess第六十一页，共七十页。TheConsultantAcademiceducationCommunicateswellCreativethinkerEthicalHasstrong“network”PerseveranceSociallyorientedOther(discuss)第六十二页，共七十页。RolesoftheconsultantRESOURCE:ConnectionsExpertiseProblemsolving (content)Service PROCESS:ChangeagentCoachProblemfinder/solver (processes)SocialmethodologySparringpartnerTrainer第六十三页，共七十页。SkillsoftheConsultantAnalytical&diagnosticCommunicationskills(360degree)Influencingskills+adequateuseofpowerManagementskillsMarketing/salesabilitiesProblemfinding/solvingSelfdiscipline/ethicalsensibilitySocialskills第六十四页，共七十页。InternalvsExternalCostsCommitm