Managing the Information Technology Resource Instructor’s Manual
1
CHAPTER 10 – MANAGEMENT OF CHANGE______________
CHAPTER OBJECTIVES
Study of this chapter will enable the student to:
1. Understand that change is a complex organizational concept
3. Understand how IT is a player in change management
5. Be familiar with global factors in change management
CHAPTER OVERVIEW
This chapter examines issues associated with change management. For the IT executive, management
change is a critical skill because the implementation of new systems always involves change. The
chapter also presents techniques that IT managers can use to successfully manage change.
CHAPTER OUTLINE
I. Introduction to Change Management
II. Unfreezing
A. Pain as a Motivator
B. Real Job Benefits as a Motivator
E. Positive and Negative Response to the Idea of Change
III. Change
A. Four Keys to Implementing Change
1. Leadership Plus Facilitation
3. Team Building
4. Secure Resources
IV. Stakeholder Roles in Managing Change
V. Classic Reasons People Resist Change
VI. Refreezing
A. Overcoming Resistance to Change
VII. Elements of Change Management
VIII. Classic Mistakes in Managing Change
IX. Transnational Issues
Managing the Information Technology Resource Instructor’s Manual
2
EXAMPLES IN ACTION
• Nortel – Reinventing Information Systems – pp. 265-266
• Classic Resistance to Change – p.267
• Larson and LaFasto: Eight Characteristics of High Performing Teams – pp. 274-277
ANSWERS TO END-OF-CHAPTER REVIEW QUESTIONS
1. What is Change Management?
2. What are the negative impacts on an organization during a change management process?
3. Describe the three phases of the Lewin-Schein model.
Phase 1 is Unfreezing, which is focused on convincing people to stop doing things they way they
4. How does pain play a positive role in change management?
5. What factors motivate change?
Change can be motivated by pain, real job benefits, and the impact of a charismatic leader.
6. What is meant by the phrase counterimplementation?
7. Why is team building an important aspect of change management?
Not only must the right people be chosen to lead the change process, but those people must be
8. What are the eight characteristics of effectively functioning teams?
The eight characteristics of effectively functioning teams are:
1. A clear elevating goal
9. What are the four keys to implementing change?
1. Leadership plus facilitation – leaders create strategies that incorporate the ideas of those
10. Why is understanding stakeholders an important approach to change management?
11. What are reasons people resist change?
There are many reasons why people resist change, including:
• Loss of face
• Loss of control
12. Describe the issues of change management in transnational organizations.
Change management in a transnational setting is even more complex due to the differences in
ANSWERS TO END-OF-CHAPTER DISCUSSION QUESTIONS
1. Does your company provide change management training/education for your employees?
2. Does your company employ change management professionals who assist in change processes?
3. Describe how the implementation of IT involves change management issues.
4. To what extent do implicit models control our thinking?
5. What unique challenges face the transnational organization regarding change management?