Chapter 11 Performance Excellence and Organizational Change University of Bahrain College of Business Administration MGT 433 Total Quality Management Chapter 11 Performance Excellence and Organizational Change Dr. Mahnmood Asad MGT433

Outline Explain the importance and scope of organizational change Explore how organizations build a strong quality culture, sustain performance, and continually improve Provide some examples of firms undertaking these changes Explain how TQ perspectives on organizational change relate to organization theory. Dr. Mahnmood Asad MGT433

Organizational Change Realities Organizations contemplating change must answer some tough questions, such as, Why is the change necessary? What will it do to my organization (department, job)? What problems will I encounter in making the change? and perhaps the most important one — What’s in it for me? Dr. Mahnmood Asad MGT433

Strategic vs. Process Change Strategic change is broad in scope and stems from strategic objectives, which are generally externally focused and relate to significant customer, market, product/service, or technological opportunities and challenges. Process change is narrow in scope and deals with the operations of an organization. An accumulation of continuously improving process changes can lead to a positive and sustainable culture change. Dr. Mahnmood Asad MGT433

Strategic vs. Process Change Dr. Mahnmood Asad MGT433

Cultural Change Culture – the set of beliefs and values shared by the people in an organization. Cultural values often seen in mission and vision statements Firms pursuing TQ often need cultural change Dr. Mahnmood Asad MGT433

Elements of a Performance Excellence Culture Visionary leadership Customer-driven excellence Organizational and personal learning Valuing workforce members and partners Agility Focus on the future Managing for innovation Management by fact Societal responsibility Focus on results and creating value Systems perspective Dr. Mahnmood Asad MGT433

Why Adopt a Performance Excellence Philosophy? Reaction to competitive threat to profitable survival An opportunity to improve Dr. Mahnmood Asad MGT433

Requirements for Building and Sustaining Performance Excellence Readiness for change Sound practices and implementation strategies Effective organization Dr. Mahnmood Asad MGT433

Perspectives on Cultural Change Change can be accomplished, but it is difficult Imposed change will be resisted Full cooperation, commitment, and participation by all levels of management is essential Change takes time You might not get positive results at first Change might go in unintended directions Dr. Mahnmood Asad MGT433

American Express Change Process Scope the change—why are we doing this? Create a vision—what will the change look like? Drive commitment—what needs to happen to make the change work? Accelerate the transition—how are we going to manage the effort on an ongoing basis? Sustain momentum—what have we learned and how can we leverage it? Dr. Mahnmood Asad MGT433

People Roles in Organizational Change Senior management – remove barriers Middle management – be supportive Workforce – create ownership Dr. Mahnmood Asad MGT433

Transforming Middle Managers to Change Agents Empower Create a common vision of excellence Create new organizational rules Implement continuous improvement Develop and retain peak performers Dr. Mahnmood Asad MGT433

Common Implementation Mistakes (1 of 3) Change is regarded as a short-term “program” Compelling results are not obtained quickly Process not driven by focus on customer, connection to strategic business issues, and support from senior management Structural elements block change Goals set too low “Command and control” organizational culture Dr. Mahnmood Asad MGT433

Common Implementation Mistakes (2 of 3) Training not properly addressed Focus on products, not processes Little real empowerment is given Organization too successful and complacent Organization fails to address fundamental questions Senior management not personally and visibly committed Dr. Mahnmood Asad MGT433

Common Implementation Mistakes (3 of 3) Overemphasis on teams for cross-functional problems Employees operate under belief that more data are always desirable Management fails to recognize that quality improvement is personal responsibility Organization does not see itself as collection of interrelated processes Dr. Mahnmood Asad MGT433

Life Cycles of Quality Initiatives Adoption: the implementation stage of a new quality initiative. Regeneration: when a new quality initiative is used in conjunction with an existing one to generate new energy and impact. Energizing: when an existing quality initiative is refocused and given new resources. Maturation: when quality is strategically aligned and deployed across the organization. Limitation or stagnation: when quality has not been strategically driven or aligned. Decline: When a quality initiative has had a limited impact, is failing and the initiative is awaiting termination. Dr. Mahnmood Asad MGT433

Baldrige Roadmap to Performance Excellence Dr. Mahnmood Asad MGT433

Self Assessment: Basic Elements Management involvement and leadership Product and process design Product control Customer and supplier communications Quality improvement Employee participation Education and training Quality information Dr. Mahnmood Asad MGT433

Importance of Follow-Up of Self-Assessment Results Many organizations derive little benefit from conducting self-assessment and achieve few of the process improvements suggested by self-study Reasons: Managers do not sense a problem Managers react negatively or by denial Managers don’t know what to do with the information Dr. Mahnmood Asad MGT433

Leveraging Self-Assessment Findings Prepare to be humbled Talk through the findings Recognize institutional influences Grind out the follow-up Dr. Mahnmood Asad MGT433

Knowledge Management The process of identifying, capturing, organizing, and using knowledge assets to create and sustain competitive advantage. Knowledge assets refer to the accumulated intellectual resources that an organization possesses, including information, ideas, learning, understanding, memory, insights, cognitive and technical skills, and capabilities. Dr. Mahnmood Asad MGT433

Types of Knowledge Explicit knowledge includes information stored in documents or other forms of media. Tacit knowledge is information that is formed around intangible factors resulting from an individual’s experience, and is personal and content-specific. Dr. Mahnmood Asad MGT433

Organizational Learning Create a “learning organization” Planning Execution of plans Assessment of progress Revision of plans based on assessment findings Dr. Mahnmood Asad MGT433

Key Activities of Learning Organizations Systematic problem solving Experimentation with new approaches Learning from their own experiences and history Learning from the experiences and best practices of others Transferring knowledge quickly and efficiently throughout the organization Dr. Mahnmood Asad MGT433

Internal Benchmarking The ability to identify and transfer best practices within the organization Process: Identify and collect internal knowledge and best practices Share and understand those practices Adapt and apply them to new situations and bringing them up to best-practice performance levels. Dr. Mahnmood Asad MGT433

Organizational Change Theory Organizational models : Weisbord’s six box model Nadler and Tushman’s congruence model McKinsey seven-s model Tichy’s change framework and TPC (technical, political, cultural) matrix Burke-Litwin model Dr. Mahnmood Asad MGT433

Teleological Perspective Organizations change through an iterative process of goal setting, implementation, evaluation, and revision Change is a deliberate undertaking by individuals affiliated with the organization Dr. Mahnmood Asad MGT433

Organizational Change and Total Quality Reason for change Traditional: productivity or job satisfaction TQ: customer satisfaction Source of change Both: top management Types of change Traditional: limited in scope and duration TQ: continuous improvement over a long period of time Dr. Mahnmood Asad MGT433

Principles for Managing Change Unfreeze attitudes and behavior Have effective leadership Manage interdependence Involve the people Refreeze to make gains permanent Dr. Mahnmood Asad MGT433