29. Change Management, Reengineering, and TQM

Various definitions and processes:

• See Tony’s 11/1/96 memo

Common ground:

• Important need (not business as usual)

• Combination of customers, employees, and systems

• Difficult and complicated and requires analysis (no easy answers)

• Mission, values, and strategies are all important

• Essential to define the specific problems, objectives, and criteria

Ethical and/or values issues

• Ethical: layoffs, responsibility to stockholders

• Values: culture, financial performance

Pivotal issues

• Nature of the specific problems, objectives, and criteria; is there a practical, realistic solution?

  • “Liberate employees”
  • Change attitudes
  • Eliminate “fat”
  • Simplify systems
  • Leap in customer service
  • Adapt to a new strategy

• The situation

  • Senior management leadership competence
  • Short turn profit pressure
  • The competition
  • Company’s human capital and culture

• Think carefully, the stakes are high (performance and management credibility). Don’t think that it is an easy “fix” for poor management

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