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Innovative Change
Management (ICM)
The Management Handbooks for Results Series

Innovative Change Management (ICM): Preparing Your Organization for the

New Innovative Culture
H. James Harrington (2018)
Lean TRIZ: How to Dramatically Reduce Product-Development Costs with This
Innovative Problem-Solving Tool
H. James Harrington (2017)
Change Management: Manage the Change or It Will Manage You
Frank Voehl and H. James Harrington (2016)
The Lean Management Systems Handbook
Rich Charron, H. James Harrington, Frank Voehl, and Hal Wiggin (2014)
The Lean Six Sigma Black Belt Handbook: Tools and Methods for
Process Acceleration
Frank Voehl, H. James Harrington, Chuck Mignosa, and Rich Charron (2013)
The Organizational Master Plan Handbook: A Catalyst for Performance
Planning and Results
H. James Harrington and Frank Voehl (2012)
The Organizational Alignment Handbook: A Catalyst for Performance
Acceleration
H. James Harrington and Frank Voehl (2011)
 Innovative Change
Management (ICM)
Preparing Your Organization for the
New Innovative Culture

H. James Harrington
CRC Press
Taylor & Francis Group
6000 Broken Sound Parkway NW, Suite 300
Boca Raton, FL 33487-2742

© 2018 by Taylor & Francis Group, LLC

CRC Press is an imprint of Taylor & Francis Group, an Informa business

No claim to original U.S. Government works

Printed on acid-free paper

International Standard Book Number-13: 978-0-8153-7078-9 (Hardback)

International Standard Book Number-13: 978-1-351-24855-6 (eBook)

This book contains information obtained from authentic and highly regarded sources. Reasonable
efforts have been made to publish reliable data and information, but the author and publisher
cannot assume responsibility for the validity of all materials or the consequences of their use. The
authors and publishers have attempted to trace the copyright holders of all material reproduced in
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Library of Congress Cataloging‑in‑Publication Data

Names: Harrington, H. J. (H. James), author.

Title: Innovative change management (ICM) : preparing your organization for
the new innovative culture / H. James Harrington.
Description: Boca Raton, FL : CRC Press, 2018. | Series: Management handbooks
for results | Includes index.
Identifiers: LCCN 2017050223 | ISBN 9780815370789 (hardback : alk. paper)
Subjects: LCSH: Organizational change. | Corporate culture.
Classification: LCC HD58.8 .H36715 2018 | DDC 658.4/063--dc23
LC record available at https://lccn.loc.gov/2017050223

Visit the Taylor & Francis Web site at

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I dedicate this book to my son Jim. He has grown up to be a man

who radiates charm and respect. He is very caring, respectful,

and not afraid to show his love and concern related to me. I am so

proud of him. He has grown up to be the man I wanted to be.

Contents
Recognition..........................................................................................xvii
Prologue................................................................................................xix
Author.................................................................................................. xxv

Section I  What Is Innovative Change

Management (ICM)?

Chapter 1 Introduction to Innovative Change Management............ 3

Opening the Door to Change.....................................................5
Change Is Always Personal.........................................................6
Important Definitions Used in This Book................................7
Two Types of ICM........................................................................9
PCM Advantages.....................................................................9
CCM Advantages...................................................................10
Implementing PCM...................................................................11
Magnitude of Change Activities..............................................12
PCM Cycle...................................................................................14
The Status Quo Level.............................................................14
The Four Key ICM Factors...................................................15
Key Guidelines............................................................................16

Chapter 2 The AS/IS Environment.................................................... 19

Project Change Management Addresses People Problems......19
Innovation Areas........................................................................21
Today’s Employee.......................................................................23
That’s Not Fair........................................................................24
The Open-Minded Employee...............................................24

Chapter 3 Important Background..................................................... 27

Building Commitment..............................................................27
Institutionalized Commitment...........................................29

vii
viii • Contents

Internalized Commitment...................................................29
Communication..........................................................................29
Five-Way Communications................................................. 30
The Downside to Improvement (Layoffs)................................32
The Future of ICM..................................................................... 34
Typical Life Cycles for Products and Projects........................37
Murphy’s Laws Related to ICM................................................38
Billy Arcement’s Inputs.............................................................38

Section II  Management Action

Chapter 4 Leading by Example.......................................................... 43

Executive Leadership................................................................ 43
Why Managers First............................................................. 44
Management Leadership......................................................45
Why Top Management Keeps ICM at Arm’s Length.......47
Management’s Role..................................................................... 48
Basic Beliefs.............................................................................49

Chapter 5 The Innovative Manager................................................... 57

Managers Are Ultimately Held Accountable.........................57
How to Get Creativity, Innovation, Involvement, and
Participative Management to Thrive.......................................58
Things Successful Managers Must Do................................58
Caught in the Middle............................................................59
Employment Security........................................................... 60
Trust and Confidence............................................................62
Tell Them Why.......................................................................63
Do It with a Smile................................................................. 64
Listening.................................................................................65
Urgency and Persistence...................................................... 66
Recognizing Good and Bad Performance—The
Feedback Process....................................................................... 66
Participation/Employee Involvement......................................67
The Push–Pull of Management...........................................69
 Contents • ix

How to Get Employees to Work..........................................70

Management Threats........................................................72
Self-Motivation..................................................................72
Employee Involvement.....................................................73
Communicate—Communicate—Communicate..............73
Town Meetings.......................................................................74
Developing the Desire to Change.............................................75
The New Middle Manager.........................................................76
Management’s Change Process................................................78
Innovative Manager Summary.................................................78

Section III  Rewards and Recognition

Chapter 6 Introduction to Innovative Change Management

Tools and Methodologies.................................................. 83
The Basis for Change..................................................................83
Introduction to Rewards and Recognition............................ 86

Chapter 7 Rewards and Recognition................................................. 87

Reward Process Hierarchy........................................................87
Why Reward People?.................................................................87
Key Reward Rules...................................................................... 90
Types of Rewards........................................................................92
Implementation of the Reward Process..................................93
Don’t Turn the Organization Upside Down...........................95
Reward and Recognition Advantages and
Disadvantages......................................................................96
People Want Recognition......................................................... 99

Chapter 8 Project Change Management and Culture Change

Management Tools and Methodologies......................... 101
Introduction..............................................................................101
Different Approaches to ICM.................................................103
Five Types of Change Assessment..........................................104
x • Contents

Assessment 1: Innovation Maturity Analysis..................104

Assessment 2: Change History Analysis..........................105
Assessment 3: Employee Opinion Survey........................107
Assessment 4: Customer Focus Groups............................107
Assessment 5: Is/Should Be Analysis................................108
Assessment Report..............................................................109
Performance Improvement Management.............................110

Chapter 9 Suggestion Programs...................................................... 113

Problems with U.S. Suggestion Programs............................115
Getting Ideas Flowing..............................................................115
Idea Sharing..............................................................................116
Problems without Known Solutions......................................116
Request for Corrective Action................................................117
Speak-Up Program...................................................................118
How to Get Creativity, Innovation, Involvement, and
Participative Management to Thrive.....................................118

Section IV Project Change Management (PCM)

Chapter 10 Project Change Management Introduction................... 121

Overview of Project Change Management
Methodology....................................................................... 121
PCM Methodology Roles, Authority, and
Responsibilities..................................................................... 122
Change Facilitator.............................................................. 122
Black Hole........................................................................ 124
Sponsor..................................................................................125
Advocates..............................................................................125
Change Agent...................................................................... 126
Professional Staff................................................................. 126
Target (Sometimes Called “Impacted Employee”)........ 126
Three Basic Organizational Structures.................................127
 Contents • xi

Chapter 11 Project Change Management Tools and

Methodologies................................................................. 131
Typical Project Change Management Tools and Usage......131
Project Management Life Cycle..............................................137

Chapter 12 Setting the Stage for Project Change Management...... 143

The Change Process.................................................................143
A Structured Approach to Project Change
Management........................................................................ 145
Individual Project Change Management
Methodology Plan...............................................................145
PCM Implementation Plan................................................146
The Seven PCM Support Patterns.....................................147
Innovative Change Management Approach Applied to
a Complex Project....................................................................149
PCM and Project Management Working Together.............151
How PCM Fits into Project Management
Methodology........................................................................151
PCM Risk Factors.....................................................................152
PCM Risk Factor #1: Cost of the Status Quo...................153
Status Quo Pain Drivers............................................... 154
PCM Risk Factor #2: Vision Clarity..................................157
Pain Management....................................................................159
Transition..................................................................................159
Other PCM Risk Factors.........................................................161
PCM Risk Factor #3: Sponsor’s Commitment.................161
PCM Risk Factor #4: Change Agent/Advocacy Skills�������162
PCM Risk Factor #5: Target Response..............................164
PCM Risk Factor #6: Culture/Organizational
Alignment����������������������������������������������������������������������������164
PCM Risk Factor #7: Internal and External
Organizational Events.........................................................165
PCM Risk Factor #8: Implementation Architecture.......166
When to Use PCM...................................................................167
xii • Contents

Chapter 13 Summary.......................................................................... 169

Tactical Areas of Risk in Project Implementation...............169
First Tactical Risk Area: Sponsor Commitment.............169

Section V Cultural Change Management (CCM)

Chapter 14 Culture Change Management Introduction.................. 175

Introduction to Culture Change Management....................175
Culture Change Management................................................176
Basic CCM Operating Mode..................................................178
Designing the CCM Project....................................................179
Thinking Outside of the Box..................................................180
ICM Methodology Implementation......................................181
Phase 1: Cultural/Project Assessment..............................181
Phase 2: Include Change Management in the
Organization’s Vision, Values, and Objectives���������������181
Mission Statement...........................................................182
Values�������������������������������������������������������������������������������182
Strategic Focus................................................................183
Critical Success Factors—Obstacles to Success..........184
Establishing Expectations (Measurements)................184
Business Objectives.........................................................186
Performance Goals.........................................................186
Phase 3: Develop a CCM Plan............................................187

Chapter 15 Culture Change Management Process........................... 191

The Culture Change Management Plan................................191
Activity 1. Form a Team, Prepare the Project’s
Future State Objectives/Vision Statement, and Get
It Approved��������������������������������������������������������������������������191
Activity 2. Conduct an Assessment to Determine
AS/IS Status�������������������������������������������������������������������������192
Activity 3. Develop a Future-State Targeted
Operational Document������������������������������������������������������192
 Contents • xiii

Activity 4. Ensure Organizational Alignment................193

Activity 5. Develop a CCM Change Approach Plan.......193
Activity 6. Conduct a Value Proposition and Get It
Approved and Funded�������������������������������������������������������194
Activity 7. Develop the CCM Project Plan.......................195
Activity 8. Prepare a Detailed 6-Month Plan of
Action That Is Included in the CCM Project Files���������196
Activity 9. Get the Business Case Approved and
the Project Included in the Organization’s Active
Project Portfolio������������������������������������������������������������������196
Activity 10. Define Behavioral Patterns That Could
Be Used to Indicate How the Culture, Innovation,
and Creativity Are Changing��������������������������������������������197
Activity 11. Implement the Detailed 6-Month Plan
and Evaluate Results�����������������������������������������������������������197
Activity 12. Prepare a Detailed 7–18 Month Plan of
Action That Is Included in the CCM in Project Files����199
Activity 13. Implement 7–18 Month Plan and
Evaluate Results������������������������������������������������������������������199
Activity 14. Prepare a Detailed 19–36 Month
Measurement and Reinforcement Plan of Action
That Is Included in CCM Project Files����������������������������199
Activity 15. Implement 19–36 Month Measurement
and Reinforcement Plan and Evaluate Results���������������199
Activity 16. Maintain the Measurement and
Reinforcement Plan from Activity 15 to Ensure the
Cultural Change Is Not Superficial����������������������������������199
CCM Plan Design.................................................................... 200
Change Management.............................................................. 200
Strategic Change Risk Areas...................................................201
Strategic Risk Area 1. Resilience........................................201
Strategic Risk Area 2. Change Knowledge.......................201
Strategic Risk Area 3. Managing Adaptation
Resources�����������������������������������������������������������������������������201
Strategic Risk Area 4. Understanding Important
Leverage Points������������������������������������������������������������������ 202
Tactical Change Areas............................................................ 202
xiv • Contents

Chapter 16 Culture Change Management Tools and

Methodologies................................................................. 203
Planning for Culture Change Management........................ 203
Start the CCM Methodology with a No-Layoff Policy...... 204
Resiliency.............................................................................. 205
Five Types of Personal Attitudes....................................... 207
Positive Attitude............................................................. 207
Focused Attitude............................................................ 208
Flexible Attitude............................................................. 209
Organized Attitude.........................................................210
Proactive Attitude...........................................................211
Specialized Improvement Techniques and
Methodologies for CCM..........................................................211
Assignment Rotation...........................................................212
Employee Suggestion Program..........................................213
Improvement Effectiveness/Good Ideas Program..........215
Creativity Motivation Program.........................................215
Creativity Enhancement Programs...................................216
Area Activity Analysis (AAA)...........................................217
Management Rotation.........................................................217
Speak-Up Program..............................................................218

Chapter 17 Culture Change Management Summary....................... 219

IBM as an Example of Cultural Change.............................. 220

Section VI  Summary

Chapter 18 Innovative Change Management Summary.................. 227

Fifty Ways to Improve............................................................. 229
Technologies’ Impact on Change...........................................232
Technology on the Move.........................................................233
Technology Movers.............................................................235
Technology Examples........................................................ 236
How Much Should We Rely on Technology?.................. 238
Pitfalls to Successful ICM.......................................................239
The Ten Commandments of ICM......................................... 244
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