Best Practices: Overcoming Implementation

Challenges and Barriers

Nancy Borkowski, DBA, CPA, FACHE, FHMAClinical Associate Professor

Florida International UniversityHealthcare MBA

What is Change Management?

Source: ExperiencePoint, Toronto, ON, Canada

Unfreezing:Driving and Restraining Forces

Organizational LevelExternal & 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-Steps1. Increase urgency2. Build the guiding

team3. Get the vision right4. Communicate for

buy-in

5. Empower action6. Create short-term

wins7. Don't let up8. Make change stick

Source: Boundless

#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!