I Am Not A Number - Why Too Many Change Projects Fail

Many of you will recognise this quote from the 1960s TV show, "The Prisoner". Patrick McGoohan used the phrase to describe his frustration at not being treated as an individual, and being kept in the dark about what his superiors were up to in a very confusing environment. This experience is not dissimilar to what employees face in most change projects.

A cog in the machine

Traditional approaches to business change and process improvement have at their heart, the idea that a business is, essentially, a machine that can be engineered to be efficient. In fact the term "Business Process Re-engineering" (BPR) makes this assumption quite explicit.

This "mechanical" approach to change can leave employees feeling alienated and devalued (much like Patrick McGoohan).

As these traditional approaches have developed, more emphasis has been placed on the "human" aspects. It is acknowledged that a change programme cannot work without "employee buy-in". The issue is usually tackled by running numerous workshops where consultants try to make the employees feel part of the exercise, while continuing to apply the same old techniques to the business processes themselves.

From the employee's point of view, an external consultant has interviewed him for thirty minutes to understand the job that he has been doing for thirty years, gone away and come back with a new way of doing it. This comes across as patronising at best. The consultant then rubs salt into the wounds by running workshops to try to win the employee over so that he does not obstruct the changes!

In this environment, addressing the "people issues" is all about ensuring that the level of disillusionment is not so great that the change project fails.

Processes vs People

These problems are created because the underlying approach to the business processes is still to treat the organisation as a machine that needs to be "re-engineered". The problems created by this approach are then treated as "people issues".

Processes and people cannot be separated like this. Even in this age of technology, the vast majority of business processes are carried out by people - usually informally.

It is what employees do on a day-to-day basis that makes a business work. A large percentage of the processes are not documented and are so complex that it would be almost impossible to do so. Procedures manuals are a very conceptualised view of business processes - if they could capture everything, no-one would pay for experience.

Once you acknowledge this, it becomes quite clear why most change projects are unsuccessful. A business process is not an inanimate object that can be "re-engineered" but a collection of human behaviours. The only people capable of changing the business processes are those carrying them out.

Process Improvement for Strategic Objectives (PISO?) PISO?, developed at the University of Sunderland, is a unique approach to business process improvement that provides a structured step-by-step approach for the employees themselves to re-design their own processes.

At Feechan Consulting Ltd, we work with organisations large and small throughout the UK, from public sector bodies such as the BBC and North Tyneside Council to private sector companies across all sectors.

Many of our clients learn the technique on one of our training courses and then apply it themselves, whereas others require our facilitation. Either way, it is the employees that carry out the processes that redesign them, removing the separation of people and processes and significantly improving the success of any change.

Glen Feechan is Chief Executive of Feechan Consulting Ltd (http://www.feechan.co.uk), a business consultancy specialising in business process improvement training and consultancy. Email Glen at glen@feechan.co.uk.

Glen is also the editor (and regular contributor) of Changing Business ezine (sign up at http://www.feechan.co.uk).

---

Finding Proactive Solutions: A Key to Demonstrating Your Management Fitness

In my book Talking Points: 25 Tips for Clear, Credible Communication, Tip #17 states: "Managers and professionals in positions of responsibility got there by finding solutions to problems. They didn't rely on someone... Read More

Performance Appraisal Checklist: Raise Not Just Appraise Performance

It's that time again! Perhaps the most dreaded management practice is the annual performance review. Whenever the subject comes up, out comes the groans from both managers and staff no matter what industry... Read More

Business Innovation ? Status Games

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

The Top 10 Requirements for Your Business to Become and Remain Profitable

We live in a relentlessly competitive world. The daily pressure to work "better, cheaper and faster" can make even talented business owners and entrepreneurs lose site of first principles. As you cope with... Read More

Cheat Sheet; Understanding The MSDS and Your Obligations In The Workplace To Employees

MSDS SHEETSMSDS stands for Material Safety Data Sheets. MSDS sheets contain nine sections. These sections are:I. General InformationII. IngredientsIII. Physical DataIV. Fire and Explosion Hazard DataV. Health Hazard InformationVI. Reactivity DataVII. Spill, Leak... Read More

Tales From the Corporate Frontlines: An Unexpected Benefit

This article relates to the Compensation and Benefits competency, commonly evaluated in employee satisfaction surveys. It tells the story of a company that offered a new benefit to its employees, solved the problem... Read More

How to Delegate More Effectively

Do this simple excercise, and transform your life.First, Make a list of recurring "to do's". (Daily To-Do's, Weekly To-Do's, monthly To-Do's, Quarterly To-Do's, Annual To Do's, and "Event-Driven" To- Do's)Then, change the titles... Read More

Spotlight on Productivity: How to Overcome E-Mail Overload

Do you ever feel overwhelmed by e-mail? Have you ever spent more of your day wading through your e-mail than managing your work? Are you looking for ways to spend less time creating,... Read More

Why People Resist Us

There's a one-word reason most ideas never see the light of day: Resistance.Resistance is often behind the glassy-eyed stares you get following a presentation, the sarcastic put-downs you have to put up with... Read More

How to Build Your Business and Still Take Time Off

We all know people who are like human dynamos. They seem to make an art form of building their business and still enjoy quality time with friends and family. It isn't magic, you... Read More

Innovation Management ? some ideas are better than others

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are distinct processes that enhance problem identification and idea generation and, similarly,... Read More

How to Coach Your Emplyees and Increase Motivation

It is easy to spot the difference between a work team that is "motivated" and one that just goes through the motions. The motivated team produces at or above the level expected by... Read More

Innovation Management ? changing the world!

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are distinct processes that enhance problem identification and idea generation and, similarly,... Read More

What Every Manager Should Know About How to Become An Effective Executive

In his book, The Effective Executive, Peter Drucker pointed out that the effective executive is the person who focuses on making a contribution.This focus on the making of a contribution is the key.... Read More

How to Use an HR Consultant

Bringing an HR consultant into your organisation can often be the only way to get a particular objective achieved. It may be a project that needs to be delivered such as a recruitment... Read More

Provisioning/User Management System Upgrades: Part II ? Building Awareness And Building Approval

Somewhere in the world is a person who wants to see their provisioning/user management systems get a sorely needed upgrade. But they seem to be getting nowhere.The technical requirements are unarticulated. Key decisionmakers... Read More

Inspirational Power ( Part 1 )

The Fundamentals of Strategic Marketing, Some Key Traits for Greater EffectivenessProbably, the greatest challenge to marketing management in the next five Years will be to change quick and fast enough, in order to... Read More

Appraisal Interviews: What To Say & How To Say It

STEPS TOWARDS A GOOD APPRAISAL INTERVIEW:Don't say: "You just don't seem to care about doing a good job." "You seem to be more interested in scoring points against Charlie than in working with... Read More

The Leadership Alignment Model

Some time ago we had the privilege of working with a major UK government department to help them redefine leadership and to reappraise how they develop and encourage leaders. Faced with considerable challenges... Read More

How to Help Your Company Become a World Class Company

Most people think real change in an organization occurs as a result of top-level leadership. This isn't always the case.Oftentimes, it's someone within the rank and file who stands up and challenges the... Read More

Creativity and Innovation Management ? Psychological Reward

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

Virtual Assistance: A Money Saving Opportunity For Employers

What is a Virtual Assistant? A Virtual Assistant is a highly skilled, independent entrepreneur who provides business services in a remote or virtual environment. Some have used terms like telecommuter or working from... Read More

Innovation Management ? the Root of the Problem

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

Innovation Management: The Power of Emotional Attachment

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are distinct processes that enhance problem identification and idea generation and, similarly,... Read More

Five Steps to Better Employee Management

Hiring employees is a huge responsibility. Before hiring anyone, be sure to carefully analyze your needs in terms of extra assistance.Once you've gotten through the hiring process, there's still much more you must... Read More

Crisis Management Essentials - How to Communicate Effectively During a Crisis, Emergency or Disaster

A crisis, emergency or disaster can happen at anytime and anywhere.Just ask the residents of Darwin in Australia's Northern Territory.Imagine a late afternoon on Christmas Eve thirty years ago, and looking outside to... Read More

Tales From the Corporate Frontlines: Managerial Influence

This article relates to the Manager/Supervisor competency, commonly evaluated in employee satisfaction surveys. This competency evaluates an employee's feelings regarding their direct manager or supervisor. The manager/supervisor competency covers topics like clarity of... Read More

Examining the Relationship Between Employee Satisfaction and Customer Satisfaction

Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.... Read More

Avoid Outsourcing Pitfalls in the Injection Molds and Stamping Dies Markets

When looking to outsource overseas for Plastic Injection Molds or Stamping Dies there are many things to consider. Usually price is the first thing to be looked at, that's probably why you're looking... Read More