How to enforce process improvement to users who are reluctant to change?
Bindu PillaiManager - IT| Lödige Systems Middle EastDoha, Qatar
An XXX company which is into Supply Chain has formed a new Team - Process Group to assist in improving the current business. They have done many interviews/brainstorming sessions with the end users, supervisors, middle / top management and have come up with major process improvement ideas.
However, the key business end users and some of the middle management are reluctant to most changes mentioned in the suggestions by Process Group as they are not confident / interested in the new Department.
What are the best ways for the PM of Process Group to implement a Win-Win situation and bring these improved processes into effect? Saving Changes...
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Mohamed SobairPrincipal Solution Architecture| FreelanceRiyadh, Riyadh, Saudi Arabia
The PM Of Process Group should meet with business users & Management to explain the advantages of process improvement & suggested department ,Similarly, he should elaborate on the negative impact when not having the department in the current business. Saving Changes...
As I understand here the Process Groups suggestions are not being accepted by the Key stake holders. If that is a case then it is important that the process group revisit the suggestions and carry out the analysis which should answer the below questions:
1. Who are impacted by the current business process?
2. Is it impacting the direct goals of the middle management?
3. What are the key risks that will come as part of this change and how they can be mitigated?
4. Identify stake holders who can make a difference in this decision making?
Point 2 and 3 should help you get interests of the middle management and also bring in their confidence. Saving Changes...
Dr.Vijayakumar RamasamySenior Project Manager| RnD Project Management/NPIKuala Lumpur, Malaysia
While there are many process driven ways to contend, i'd really recommend the 4 essence outlined in the book " FISH! "
The character in the book had similar problem in instilling change in her organization. Happy reading. Saving Changes...
Michael AdamsSolutions Architect| LANLLos Alamos, Nm, United States
I find that resistance to change is normal. That being said, change can be embraced, when the people expected to change are consulted and have "ownership" in the change and it's results.
In this case, I hear that you have interviewed the end-users and middle managers, my question is have you interviewed them from the context of "this is the process you already have, this is the new group we're trying to integrate, here are the reasons we want them integrated, what do you see as the best ways to accomplish these goals?"
I'd almost suggest going back, with a trained facilitator, and asking those questions in brainstorming sessions. Find out what the workers and managers are concerned about, how to address their concerns.
My wife once led a project that resulted in a major, multi-million dollar project in her small town of several hundred residents. She started by listening to everyone who would talk. She did not listen for whether they agreed or disagreed, or whether they would be an ally or adversary. Rather, she listened for their commitment, what did they care about. This gave her a place from which to talk with them about addressing their needs.
Have your customers, in this project, they are the end-user and middle manager, generate their value for the project. Demonstrate that it will improve their jobs/efficiency. Saving Changes...
Tom MillerConsultant| dba: Galenson ConsultingLawrence, Ks, United States
Find a pilot project for a proof of concept type program. The idea is to start fermenting at the bottom for bottom up change.
A Lean Six Sigma Consultant named Jay Arthur proposes this as the easiest way to get around organizational resistance... Saving Changes...
As said, business users are always reluctant to change, This can be overcome only by including them as part of the process group. Ideally a process group has to comprise a team of experts from all functional sides.
Another view is to have a process improvement suggestion open to employees as ask the business users to respond to the improvement requests with pros and cons of it and take a decision. By doing so, they will feel that they are given the scope and boundary of change wit clarity. The process group can support in the re engineering activities. This works better. Thanks. Saving Changes...
arlene trimbleAssistant IT Director| Local GovernmentAlamo, Ca, United States
Big Bang implementation may not be the best way to conquer the naysayers. Start small or do a pilot project (similar to a proof of concept) to show that change is good. If you can demonstrate the positive outcomes of the pilot project, then you can spread them gradually throughout the organization. Saving Changes...
Michael AdamsSolutions Architect| LANLLos Alamos, Nm, United States
Another approach is referenced in Peter Senge's book "the Dance of Change." He explores the idea of a "learning organization." These sorts of overhauls are often the outgrowth of a small group, as you described, but require incremental implementation, with a small group, where results can be demonstrated. This also requires both a formal communication plan and with management's buy-in, but also informal communication. Who are the people, who have influence, but no authority in the organization, how do you get them on-board? The people who will make or break the implementation via water cooler conversations...get them involved. Saving Changes...
Anonymous
I had the same problem when I first joined. And this is how I ensured everyone followed the process:
First it comes with the attitude and the personality you have. If you show true leadership qualities, other tend to easily follow.
I showed others the advantages of the new process and the disadvantages of not following it. However there were still a couple of people who were reluctant to change.
I had a one to one conversation and asked what the concerns were. Why they did not choose to follow. It was easy to reason with some while with others, it required the proper motivation.
At the end of the day, with the proper motivation factors, you can easily influence people to follow the new process.
