Change management strategy_team_xyz

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Change Management Strategy Professor Tomas Benz Presentator: Nguyen Dao Tan Bao Pham Huy Thanh

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• wHERE Whereis Change management strategy In organization environment ?

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agenda • Introduction • Three Models o Tradition IS Model o Facilitator Model o Advocate Model • Implication • Summary

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Objectives To stimulateinformation systems specialists’ efforts to become more effective and credible agent of organizational change

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Why do ISspecialists need to become better agents of organizational change ?

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• wHERE Whoare IS specialists and what they do in an organization?

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http://www.youtube.com/watch?v=fIecCuK5tj4

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Why do ISspecialists need to become better agents of organizational change?

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Reasons • ChangeAgentry will become a large part of IS work • To improve IS specialist credibility

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Two Basic Issues Substantial disagreement in theory and practice about what is means to be “an agent of organizational change”

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Two Basic Issues(cont’d) • Change agent roles grow out of, and are maintained by, various structural conditions o Structural conditions are social and economic arrangements, e.g. reporting relationships and policies, that influence the processes of IS work

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Change agentry models • Traditional IS Change-Agent Model o Role Orientation o Consequences o Structural Conditions • The Facilitator Model • The Advocate Model

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Traditional IS model

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Role Orientation Informationtechnology as the real cause of change.

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Role Orientation ISspecialists don’t have to ‘do’ anything to make change other than build systems or install technology

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Role Orientation •The specific goals of technical change should be set by others, usually organizational managers. • NO responsible for achieving change or improvements in organizational performance

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Role Orientation EXPE RT Technical matter in Business matter Behavioral issues involving the use of systems.

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consequences

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Many IT failures ‘Implementation’ problems rather than technical problems

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Many IT failures We’re [the IS group is] a common carrier – we make no guarantees about data quality. As for the problem of obsolescence, if they [the users] don’t know it by now it is not my job to tell them. (Orlikowski and Gash, 1994)

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Consequences IS inhibitingchange • Block organizational change rather than promote it

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Consequences IS inhibitingchange • Block organizational change rather than promote it • Technical change creates problems and vulnerabilities

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Consequences IS inhibitingchange • Block organizational change rather than promote it • Technical change creates problems and vulnerabilities • Increases in workload and working hours

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Consequences Reduced IScredibility Change agents may have low credibility because clients perceive them to be ‘heterophilous’ (different in background, beliefs systems, interests) (Rogers, 1995) or to lack ‘value congruence’ (Sitkin and Roth, 1993)

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Feel good when expertise is used. Distrust & Withold Data Incorrect diagnoses and solutions Lack commitment to implementing solutions

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Resistance is oftenpeople’s reaction to the change agents, not necessarily to the change itself. (Lawrence (1969) )

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Structural conditions •IS is sole-source provider of services • Clients have limited technical and sourcing options • IS has ‘staff’ function • IS is centralized, responsible for many clients • IS builds systems Compatible with role orientation • Systems are bought, not built •Outsourcing IS • Decentralized IS • New technologies that demand different ‘implementation’ activities Incompatib le with role orientation

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Facilitator IS model

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Role Orientation Organizationalchange is brought about by people (not technology).

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Role Orientation Intervenein (facilitate) group and organizational processes in ways intended to increase the capacity and skills of the clients to create change

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Facilitator ‘So longas they act effectively, facilitators are not responsible for the group’s ineffective behavior or its consequences’ (Schwarz, 1994).

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Role orientation Facilitatoravoids exerting expert or other power over clients

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Role orientation EXPE RT Technical matter in Business matter Process

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Why might ISspecialists benefit from moving in the direction of the facilitator model?

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Consequences Greater attentionto building user capacity might increase project success and IS credibility o Provide full valid information about the alternatives o Encourage open discussion

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Consequences IS hasresponsibility for IT education and training for clients/users and ensure the training is done right

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Consequences Many newinformation technologies provide greater opportunities

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Structural conditions •Avoidance of expertise displays • Non-member status • Lack of line or staff authority over people or performance, not responsible for business result Compatible with role orientation • Valuable expertise in technical or business subject matters • Staff control over clients’ processes, decisions, behaviors • Authority for technical outcomes Incompatib le with role orientation

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Advocate IS model

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Role orientation •Focuses on inspiring organizational members to embrace IT-enabled organizational change. • Uses any means including overt persuasion, covert manipulation, symbolic communication, and sometimes exercise of formal power to effect desired change.

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Role orientation •Focuses on inspiring organizational members to embrace IT-enabled organizational change. • Uses any means including overt persuasion, covert manipulation, symbolic communication, and sometimes exercise of formal power to effect desired change.

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Consequences • Effectivelyunderstand what users want and what they need • Emphasis on communication o Induce improvement on credibility o Enhances interoperability between departments • Fit the issues of IT infrastructure o consensus decision-making approach may result in the optimal organizational result

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Structural conditions •Noformal managerial authority and no delegated control • Line authority over the change targets and responsibility for achieving business outcome •Occupy staff positions in the organizations for which change targets work Compatible with role orientation •Absence of managerial authority over target • Staff control over target’s processes, decisions, behavior Incompatib le with role orientation

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Implications • ISspecialist have different levels of skill in client contact & involvement in bringing organizational change • Suggestions: o Intellectually familiar with, behaviorally skilled in, and highly adaptable to the 3 models o To increase credibility and contribute to organizational success with IT

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Traditional IS model •Technology causes change •IS specialist has no change responsibilities beyond building technology •Specialist is not responsible for achieving change or improvements in organizational performance •View themselves as technical expert Facilitator model •Clients make change using technology •Facilitator promotes change by helping increase clients 'capacity for change •Facilitator does not hold self responsible for change or improvements in organizational performance but clients are •View themselves as experts in process, not content Advocate model •People, including the change advocate, make change •Advocate increases targets’ awareness of the need for change by using communication, persuasion, shock, manipulation, power •Advocate and change targets are responsible for change and performance improvement

Change management strategy_team_xyz

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