Best Practices:
Overcoming Implementation
Challenges and Barriers
Nancy Borkowski, DBA, CPA, FACHE, FHMA
Clinical Associate Professor
Florida International University
Healthcare MBA
What is Change Management?
Source: ExperiencePoint, Toronto, ON, Canada
Unfreezing:
Driving and Restraining Forces
Organizational Level
External & Internal
Driving Forces
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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
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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-Steps
1. Increase urgency
2. Build the guiding
team
3. Get the vision right
4. Communicate for
buy-in
Source: Boundless
5. Empower action
6. Create short-term
wins
7. Don't let up
8. Make change stick
#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!