Best Practices: Overcoming Implementation Challenges and Barriers Nancy Borkowski, DBA, CPA, FACHE, FHMA Clinical Associate Professor Florida International University Healthcare MBA What is Change Management? Source: ExperiencePoint, Toronto, ON, Canada Unfreezing: Driving and Restraining Forces Organizational Level External & Internal Driving Forces • • • • • • • • • • • Increased demands for higher quality and levels of customer service Greater competition Higher cost of inputs Legislation & increased regulation Political interests Ethics & social values A general sense that the organization could “do better” Desire to increase profitability Increase efficiency Conflict between departments The need for greater flexibility in organizational structures Restraining Forces ? Change Management is about People! Source: ExperiencePoint, Toronto, ON, Canada Kotter's 8-Step Change Model Kotter's model details a process whereby managers may initiate, direct, implement, and foster organizational change via employee engagement. Kotter’s 8-Steps 1. Increase urgency 2. Build the guiding team 3. Get the vision right 4. Communicate for buy-in Source: Boundless 5. Empower action 6. Create short-term wins 7. Don't let up 8. Make change stick #1 Increase Urgency The organization inspires people to move, make objectives real and relevant, and further their desire to make change happen. #2 - Build the Guiding Team The organization gets the right people in place as leaders with the right emotional commitment and understanding, and the right mix of skills and levels. #3 - Get the Vision Right The organization gets the team to establish a simple vision and strategy, and then focus on the emotional and creative aspects necessary to drive service and efficiency. #4 - Communicate for Buy-in • The organization involves as many people as possible, communicates the essentials, and appeals and responds to people's needs. • The organization de-clutters and streamlines processes, policies, technology, communications, etc., making it efficient rather than overwhelming for employees. #5 - Empower Action The organization removes obstacles, enables constructive feedback and lots of support from leaders, and rewards and recognizes progress and achievements. #6 - Create Short-Term Wins • The organization sets aims that are easy to achieve in manageable chunks, manages the number of initiatives taking place at once, and finishes current stages before starting new ones. • Celebrate short term wins while working toward an overall goal of change. #7 - Don't Let Up The organization fosters and encourages determination, persistence, and ongoing progress reporting. This can be done by highlighting achieved and future milestones. #8 - Make Change Stick • The organization reinforces the value of successful change via recruitment, promotion, and new change leaders. • The organization makes change a fundamental part of the culture so people do not consider it as foreign. Best Practices: Overcoming Implementation Challenges and Barriers Much Success in Your Change Initiative!