Contents

Acknowledgments ix

Introduction xi

1. Faster, Easier Changes: The Business Case for Change Management 1

Changing the “Change Curve” 3
Change Management Isn’t Rocket Science 6
What Does and Doesn’t Affect Change Management 10 Change Management Works 11
Manager’s Checklist for Chapter 1 12

2. Organizational Change Starts with Individual Change 13

The Biology and Psychology of Change 15
The Resistance You’ll Encounter 18
Handling Resistance 19
Why and How Major Change Initiatives Fail 22
Manager’s Checklist for Chapter 2 24

3. The Vision: Starting with the End in Mind 25

Step 1. Defining What the Future Looks Like 26
Step 2. Understanding the Rationale for Change 29
Step 3. Understanding the Approach for Achieving the Change 30
Communicating the Vision 30
The Importance of a Clear Vision 33
Manager’s Checklist for Chapter 3 35

4. Creating Sustainable Change 37

Aligning Your Efforts 38
Objectives 40
Processes 43
People 47
The Glue: Change Leadership 49
Making Change Sustainable 50
Manager’s Checklist for Chapter 4 52

5. The ASPIRE Framework for Change 53

You’re the Architect 56
ASPIRE Overview 56
Doing a Stakeholder Analysis 63
Be an Architect of Change 67
Manager’s Checklist for Chapter 5 67

6. Creating Awareness 69

Assess the As-Is: Where Does Your Audience Stand? 71
Set the Goals: Establish Your Awareness Goals 77
Plan Your Awareness Program: How Will You Communicate? 77
Implementing, Recognizing, and Evaluating 83
The Critical Awareness Step 84
Manager’s Checklist for Chapter 6 84

7. Ensuring Understanding 87

Poised for Success 89
Cascading Information 91
Engaging Senior Leaders in Understanding 92
Training as the Key to Understanding 99
Creating a Successful Training Program 103
Manager’s Checklist for Chapter 7 106

8. Participating in the Change Process 107

Why Participation Is Crucial 108
Building Active Participation 109
Who Should Participate in the Change Process— Four Key Roles 112
Know When to Call Your People In, and When to Hold Off 113
How the Four Key Roles Participate 115
Many of Us Already Know How to Build a Change Plan 121
Manager’s Checklist for Chapter 8 122

9. Using Leverage to Ease the Effort 123

When to Build Your Leverage Program 124
Leadership Alignment 125
C.R.E.A.T.E. a Thriving Change Environment 128
Keeping Alignment Means Managing Your Stakeholders 130
Change Agents 132
Communications: Create Once; Use Many Times 136
Manager’s Checklist for Chapter 9 138

10. Measuring the Progress of Change 139

Creating Effective Milestones 140
Judging Progress 145
Building Your Scorecard 147
Will Scorecards Work for You? 153
Good Leadership = Good Scorecards 155
Manager’s Checklist for Chapter 10 156

11. The Secret Weapon: Governance 157

Elements That Guide Governance 160
Key Elements #1 and #2: Establish Objectives and Guiding Principles 161
Key Element #3: Grant Authority and Responsibility in Relationships 164
Key Element #4: Verify Performance 167
Key Element #5: Institute Cohesive Policies and Procedures 169
Key Element #6: Foster a Culture of Collaboration 172
Manager’s Checklist for Chapter 11 173

12. What Is It Really Like to Create Change? 175

Assessing Your Change Environment: The Four Change Cultures 177
The Characteristics You Need 180
Handling Conflict: Seek Collaboration Not Consensus 180
The Dos and Don’ts of Compassion 189
Wrapping It Up: Your Job as a Change Manager 190
Model Stewardship 192
Manager’s Checklist for Chapter 12 194

Index 195