Professional Documents
Culture Documents
Presented by:
Sherry Quinn
Sandra Scarbrough
Introduction
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Video
https://youtu.be/LOJbM0aXZp0?list=PL5i53GRYuTP9wKF5yO0nDIMkEcxKPoXXb
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What is Organizational Change Management?
Change management proactively plans for and addresses both the organizational and people
side of change. Integrated with project management, change management recognizes the
importance of individual and environmental factors in supporting necessary behavior changes.
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Benefits to Projects
These projects thus reduce resistance to change and are more likely to:
Key Themes
• People have to understand why change is necessary and “what’s in it for me”
• Communication has to be tailored to the needs, motivations, and preferences of different groups
• An email alone won’t drive behavior change
• Leaders can’t just say they’re committed, they have to walk the talk
• Feedback from stakeholders and two-way communication is crucial
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Organizational Culture
-Roy Disney
- Peter Drucker
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What is Organizational Culture?
*Edgar Schein, Former MIT Sloan School of Management Professor and thought leader on Organizational Culture &
Leadership
What is Organizational Culture?
Video
NHLBI NIAID
NCI
OD NIDCR
NEI NIDA
NIAMS
NIA
CC
NIDDK
NLM
FIC CIT
NCATS
NHGRI NIEHS
NICHD
NINDS
NIBIB NIAAA
NIDCD NIMH
CSR
NCCAM
Customer
Centric
- Benjamin Franklin
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The Case for Change
Impacted
NIH Leadership Project Sponsor(s)
Stakeholders
Why?
Case for Change Questions & Tips
Due to… [Office] cannot If [Office] does not We are thus When we are
List internal or continue to… make changes, then… planning to… successful, then…
external factors Acknowledge current Evaluate the Define action plan Determine key wins
related to the office’s behaviors that must consequences of priorities with and/or characteristics
challenges change maintaining the “status desired change of success
quo”
Due to security risks, NIH cannot continue to If NIH does not We are thus planning We will know we are
unnecessary costs, approach offboarding change, we are at risk to develop centralized successful when 100%
and inefficiencies in an inconsistent, of losing over $X in offboarding toolkits, of random offboarding
related to offboarding disjointed, and costs each year for update the manual audits show that all the
undocumented fashion services and chapters to be essential activities in
equipment that are not comprehensive of all the central checklist
being used, and put separation types, and were completed within
our people and create an nSight x month(s) of the
research at risk as a offboarding module separation
result of compromised
security
Integrate change management into project
management
“The only thing we know about the future is that it will be different.”
Peter F. Drucker
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Two Disciplines
Technical People
The growing body of case study research provides evidence that tangible change related
actions have been identified and are linked to successful project outcomes. Integrating
change management and project management provides a solid foundation for project
execution.
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Project Management and Change Management
Current State
Future State
Change Management
Change Management
Project Management
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Risk Without Change Management
Differences
Hornstein, H. The integration of project management and organizational change management is now a necessity, International Journal of Project 22
Management 33 (2015) 291–298. http://www.sciencedirect.com/
Example of Integration
Go
Planning Live
What is changing?
Stakeholder Analysis
Who is affected by the change?
Leadership Engagement
Are the right leaders identified, engaged, and aligned with the change plan?
Workforce Impacts
How are they impacted by the change?
Communications Plan
How do the affected people get the information?
Success Metrics
What is our definition of success and how will we measure it? How will we use data to ensure we’re on-track?
Sustainment 23
How will we ensure to maintain the change
Integration Tips
Oprah Winfrey
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Involve Stakeholders During Planning
Often projects fall into the trap of, “if we build it, they will come”
How the customer How the project How the analyst How the programmer What the customer
explained it. leader understood it. designed it. wrote it. really wanted.
Key Stakeholders (e.g. other Offices, front-line employees, etc.) should actively be involved in:
– Developing the case for change
– Defining project success in terms of outcomes, outputs, and associated metrics
– Creating the project plan
– Ongoing project decisions and status reports (e.g. via a working group, weekly status email, meeting, etc.)
Engaging Front-Line Employees early builds buy-in and proactively avoids unintended consequences
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Change Management Phases
Who is affected by
the change?
Evaluate & Adapt
Leadership
Engagement Communications
Stakeholder
Planning Sustain
Analysis
Training
Workforce Impacts
Implement
Stakeholder Analysis
Develop an understanding of the different groups impacted by and with influence on the change
- Motivations (what’s in it for me)
- Communication preferences
- Sources of resistance
Arguably the most essential element of change management
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Importance of Stakeholder Analysis
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Change Continuum
Obstacles to Change
0% 40% 80%
Insufficient time
devoted to training
44%
Sirken, Keenan, Jackson. “The Hard Side of Change Management,” Harvard Business Review, October 2006.
Managing Resistance
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Commitment Curve
The objective of change management activities is to move individuals along the commitment curve.
During the stakeholder analysis it’s therefore important to determine where stakeholders
currently are along the commitment curve and where they ultimately need to be.
Ownership (5)
Level of Commitment
Buy-in (4)
Acceptance (3)
Understanding (2)
Awareness (1)
Time
Individuals become Individuals can explain Individuals have a positive Individuals champion the
aware of the change the impact of the change attitude regarding the change change, taking
and a vision of the on themselves and on and can ‘see themselves’ in accountability and
future is introduced. the organization. the new state. They begin to ownership for the
feel accountable for making success of the
it happen. transformation.
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Sponsorship Strategy
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Change Management Phases
Implement
Leadership Engagement
Research shows that leadership support is one of the biggest drivers of project success
• Analyze leader’s support for the change, identifying champions and potential resistors
• Develop leadership action plans
Leaders have to walk the talk
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Why Sponsorship is Important
An international study of over 3,400 leaders found that “active and visible
sponsorship was…the greatest contributor to [project] success.”3
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Leadership’s Role
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Sponsorship Roadmap
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Sponsorship Roadmap
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Engaging Supervisors and Managers
“It is not the strongest of the species that survive, nor the most
intelligent, but the one most responsive to change.”
Charles Darwin
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Importance of Supervisors and Managers
Five Roles of Supervisors & Managers
1) Communicator
2) Advocate
3) Coach
4) Liaison
5) Resistance Manager
Important Role in Time of Change
Supervisory Assessment Example
Managing Change
Total
MANAGING EMPLOYEES THROUGH THE
3.7825
TRANSITION
Emotional Logistical
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Toolkit Example – Logistical Responses
“Why do we have to do this!” Go back to the directives of the project Recent moves by NIH and other
(expiring leases, GSA space agencies:
requirements, co-location of ICs). - NCI
Leverage the Case for Change. - NICHD
- NIAID
- HHS
• Which floor will I be on? 1. Staff should be directed to the
- GSA, NSF, FBI (in process)
• Where’s the cafeteria? Move’s FAQs on the NIH on the
• Where will I park? Move site.
• Is there a gym? 2. Additional details and reasons
• How far is the metro, is there a behind the move are located on
shuttle? this the OM on the Move site.
3. Additionally, you or your staff can
always direct questions to:
OMontheMove@mail.nih.gov
• How can I manage the extra Stay engaged with move updates,
work to prepare for the move speak with your supervisor, and provide
while I have concurrent projects suggestions for work management
that are due?
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Toolkit Example – Emotional Responses
How do I manage resistance to the Move There is often a 20/60/20 rule. 20% of people See Prosci’s top 10 steps for managing
in general? will resist change no matter what, 20% of resistance (see slides 18-19)
people will go along with the change without
assistance, and 60% will wait and decide how to
respond. Research tells us to focus most
change resistance efforts on the 60%.
Employee is having a hard time accepting Employ the NIH Employee Assistance Program For more information or to make an
or dealing with the office move. or the Ombudsman Office. appointment, call the EAP at (301) 496-3164 or
go to the EAP website
The Employee Assistance Program exists at NIH at http://www.ors.od.nih.gov/sr/dohs/EAP/Pag
as a comprehensive, confidential and voluntary es/index.aspx. The EAP office is located in
benefit to employees allowing them access to Building 31, Room B2B57.
problem-solving resources.
Ombudsman office -
https://ombudsman.nih.gov/roleWhatIs.html
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Communicate what’s in it for me to a variety of
audiences
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Neuroscience and Change
• Your Brain perceives change as a threat and will set off the
limbic system.
• A perceived threat, such as change, can hamper prefrontal
cortex functioning.
• The brain finds meaning based on past experience
SCARF Model
5 Social situations your brain cares about (Dr. David Rock,
Neuroscience of leadership)
Status
Your perception of your position relative to another
Certainty
Your brain is a prediction machine, uncertainty arouses the
limbic system
Autonomy
The brain wants to have a say in the future, a feeling of
having a choice dramatically impacts stress levels
Relatedness
Friend or foe, distrust or trust, in-group or out-group
Fairness
Perception of fair exchange between people
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Change Comes from Feeling
WIIFM
• Status
– Development of a new skill
– Praising employees with knowledge
• Certainty
– Share information and communicate with transparency and often
– Provide opportunities for two-way communications
• Autonomy
– Provide choices when possible
– Encourage and provide opportunities for involvement in the change
effort
• Relatedness
– Meet often with employees
– Foster relationship building
– Set up diverse teams
– Emphasize shared goals and objectives
• Fairness
– Be transparent, and communicate both bad and good news
– Establish clear expectations
– Explain the reasons for decisions clearly
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Communication Success Factors
Incorporating critical success factors into any communication development cycle will support
communications impact and efficacy
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Communication Channels and Vehicles
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Summary
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Training Effectively: The Cone of Learning
“We now accept the fact that learning is a lifelong process of keeping
abreast of change. And the most pressing task is to teach people how to
learn.”
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Bike Video
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Reading and Hearing Words
• Watching videosSeeing
thatand watching (passive learning)
supported
the concepts presented
• Viewing slides with diagrams
and visuals
• Watching an example scenario
(role play)
Participating and Doing
• Ice breakers Participating and doing the real thing (Active Learning)
• Asking questions
• Active discussion
• Group activities
• Sandbox
testing/performing the
task
• Gamefication
Measuring the Value of the Change
“I can't change the direction of the wind, but I can adjust my sails to
always reach my destination.“
- Jimmy Dean
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Value of Change Management
• Cost avoidance
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Defining Success
When defining success most organizations only focus on outputs
Outputs are a quantifiable good or service, such as a heart operations.
Outcomes are the impact or change, for example decreasing the deaths due to heart disease.
For example – as a cardiologist:
Success Metric: number of successful Success Metric: deaths due to heart disease
heart operations per 1,000 people
Focusing only on outputs and not on outcomes increases the risk that:
a. The output doesn’t actually lead to the intended outcome
b. You miss out on a more effective intervention
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Talking About the Value of Change Management
• There has been much discussion and debate about the value of change
management
• So, the value of change management is not separable from the value realized
from the project
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Talking About Change Value
1. Speed of adoption
2. Utilization
3. Proficiency
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Steps to Take23
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Sustainment
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Change Management Phases
Implement
Sustain
A change doesn’t end when a system goes live or when a new policy or process is rolled-out
• Evaluate if the desired outcomes have been achieved and adapt accordingly
• Develop a sustainment strategy to ensure outcomes don’t revert
• Capture and share lessons learned
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Sustainment is Key to Value Realization
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Questions to Consider for a Sustainable Strategy
Needs to address what, who, how, and when for the following items:
Success Metrics:
• Monitoring outcomes
• Ongoing evaluation frequency
Communications Plan:
• Response approach for questions
• Ongoing communications approach
• Update plan for communications
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Sustaining Change – Continuous Feedback
Feedback
Diagnose
Adjust and
Gaps and
Implement
Barriers
Develop
Corrective
Actions
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In Summary
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Demo of the NIH Change Management
Program Website
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Change is Constant
Reorganizations
Office 365
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Strategy
Mission: To provide resources and expertise to empower NIH leaders and teams to
successfully implement organizational change management.
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Demo
• https://omoffice.od.nih.gov/programs/CMToolkit/Pages/Change-Management-
Guide-v2.aspx
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Questions?
1. Prosci’s tutorial titled the “Case for Change Management: Correlating Success and Change Management
Effectiveness”, which is based on Prosci’s 2007 and 2009 benchmarking studies
2. Integrating Change Management and Project Management. Prosci Webinars, www.prosci.com/webinars
3. Hornstein, H. The integration of project management and organizational change management is now a
necessity, International Journal of Project Management 33 (2015) 291–298. http://www.sciencedirect.com/
4. Sirken, Keenan, Jackson. “The Hard Side of Change Management,” Harvard Business Review, October
2006.
5. Kotter, John. Harvard Business Review. Leading Change: Why Transformation Efforts Fail. JANUARY 2007
ISSUE
6. "The Science of Organizational Transformations." McKinsey & Company, 1 Sept. 2015. Web. 23 Nov. 2015.
http://www.mckinsey.com/insights/organization/the_science_of_organizational_transformations?cid=other-
eml-nsl-mip-mck-oth-1510
7. Limbic Zen, Engagement, Emotion and Change Management. https://limbiczen.wordpress.com/the-
neuroscience-of-emotions-for-change-management/engagement-emotion-and-change-management/
8. Why Good Strategies Fail: Lessons for the C-suite." The Economist Insights. The Economist Intelligence
Unit, 2013. Web. 23 Nov. 2015. http://www.economistinsights.com/analysis/why-good-strategies-fail
9. Heath, C., & Heath, D. (2010). Switch, How to Change Things When Change is Hard. New York: Broadway
Books.
10. Rock, D. (2008). SCARF: a brain-based model for collaborating with and influencing others. Neuro-
Leadership Journal, 1-9.
11. “ROI and Change Management Measurement”, Prosci, 2010
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