Several years ago, I was asked to lead a major change management effort for the organization. The project involved reorganizing several work groups,
establishing a new organizational
structure, and introducing new technology
into the work unit.
The overall goal was to significantly
improve customer service. I was very
fortunate to have assembled a terrific
leadership team, consisting of three
individuals who understood how
important it was it to carefully plan the
process and who were very deliberate
in implementing the various steps to
accomplish the goal. Change of this
magnitude just does not happen because
you want it to: it has to be well managed if
you want to achieve success.
One sure way to cause upheaval and
disruption in the work place is to mention
the word “change.” Yet, we all know
that organizations that are incapable
of adapting to new situations perish.
Pursuing a strategy of change is not a
problem. Mentioning change without first
having a clear understanding of where you
are going and how you are going to get
there is a problem. Using the word change
is analogous to saying “hijack” or “bomb”
in an airport. Fear among those affected by
the change is the certain outcome. I have
seen situations where statements such as,
“Yesterday we did it that way, and today
we’re doing things differently” cause
upheaval throughout the organization.
BY KENNETH GWYN, A.A.E.