Page 471 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Theory of Constraints 429

A successful change management should have the following elements:
1. Grassroots participation: You need to get support from all the people
involved and affected.
2. Upper-level management support: Upper-level management involve-
ment in change is definitely needed. Without upper-level management
support, any change will be impossible. However, it is advised that
micromanagement from the upper level should be avoided.
3. Collaboration of team members: Change requires joint efforts
involving many people. The more people involved in all aspects of
change, the better.
4. Implementation of change in a stepwise fashion: Because change
implementation can be very draining and tiring, people can get very
stressed and tired after some changes are implemented; people need to
take a rest. However, you also need to guard against reversal of change.
5. Measurement of the work: You need to develop measurable metrics
for the change, such as a quantitative measure or “change gate,” that is,
the exit criteria for a change stage. In this way, you will really know
what type and how much progress you have made.
6. Development of strategies: You need several strategies. One is the
overall strategy. The others are special strategies for every change
stage. It is advised that several alternative strategies be prepared, so in
case the first strategy does not work, you still have other alternatives
available.
7. Recognition of the fact that changes are often political: If you only
prepared the technical change plan and business change plan, you will
almost certainly fail. Changes heavily involve people; you need to
work on the people part of change and do your homework.
8. Cultural sensitivity: You need to be aware that cultural factors affect
a person’s ability to change, and you need to know how to deal with it.
There are three levels of culture that must be addressed: culture of the
country, culture of the organization, and culture of the department.
You need to understand all three in order to facilitate the change.