Focusing on the Goal of Change Management

The dictionary defines a system as an "...orderly process or set of related things". As applied to business management, an effective management control system is a perpetual management tool that links facts together in an orderly fashion, so a manager can make timely decisions.

A manager must control numerous variables on a daily basis, including:

- High-level company goals such as productivity and customer service levels

- The relationship of one department to another

- The timely resolution of customer concerns

- Addressing variances to expected performance targets

Companies often undertake process improvement initiatives to achieve these goals. When committing resources to business process improvement initiatives, it is imperative to focus the entire organization on the following ultimate goals and objectives:

1) Minimize the amount of time it takes to change

Large projects that extend over a long period of time are often a disheartening process. The Project Manager must be sure to include milestones that can be effectively measured to ensure progress towards the ultimate goal and serve as a cause for celebration of success. Additionally, change is costly and most of the costs are time dependent. Therefore a faster change process is usually better for the organization.

2) Optimize the investment in change

The goal of Change Management is to enhance operational performance at the lowest possible cost, and not just implement change for the sake of change. Effective Change Agents implement initiatives with minimal disruption to daily operations and recognize when the cost of change exceeds the potential benefits.

3) Maximize the results of change efforts

Gain as much as possible from the change experience. Set stretch goals and demand that managers meet or exceed them. Push your organization to the highest level of performance and the most advantageous competitive position. Always remember, the competition is also striving to improve performance.

4) Some constants in Change Management

- All organizations change; by design or default

- Change can be planned and controlled; by you or for you

- How you respond to change is as important as what you change

- Resistance to change is normal, predictable and can be managed

When implementing business process improvement initiatives, it is always important to remember the ultimate goals of organizing and planning work assignments so they can be successfully executed within customer expectations and internal cost constraints. Relating these goals to the outcomes expected from a project will ensure success.

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