Chapter 1

Managing Organizational
Change
Leadership and Management in the Hospitality
Industry
Third Edition
(304TXT or 304CIN)

© 2010, Educational Institute

 Forces of Change
External Forces
·  Technology
·  Market
·  Competitors
· Work force
Internal Forces
·  Reinvention
·  Reengineering
· Continuous improvement

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© 2010, Educational Institute
 Creative People
• Observe things around them
• Are concerned with the meanings and implications of
problems, not just the problems

• Are often nonconformists

Innovation:
• Often have a good sense of humor
• Commercialization of a creative idea
• Finding practical applications for creative ideas
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 Characteristics of Creative Organizations
· Develop new products and services before others do
· Are better at shifting gears quickly
· Observe things around them
· Innovate more rapidly than other organizations
· Allow their employees a great deal of autonomy
· Encourage open communication at all levels
· Transcend organizational boundaries and silos
· Hire people with diverse backgrounds
· Avoid groupthink
· Evaluate ideas on their own merits
· Encourage research
· Allow employees to take risks
· Employ techniques to help people be more creative
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 Characteristics of Change Champions
· Someone who will take charge of an idea and bring
it to fruition
· Assumes responsibility for moving an idea toward
implementation
· Must have a deep and emotional commitment to the
idea
· Must be extremely knowledgeable about the
issue/product/service in question
· Must be willing to stick with an idea long enough to
see it through
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 Roles In the Change Process

Change sponsors

individuals or groups within an organization that

have the power and influence to initiate and

implement change

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 Roles In the Change Process

Change agents

responsible for the day-to-day effort that

makes the planned change happen

Someone or some group that has clear

responsibility for the effort

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 Roles In the Change Process

Change Targets

must change their skills, knowledge, or

behaviors because of the planned change

Active participants in change as they will be

the ones doing things differently

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 Critical Thinking
• Beware of excessively logical “how-to” approaches

• Style is just as important as substance

• Companies must be serious about improvement; dabbling in new ideas

can be worse than doing nothing at all

• Change programs should start generating improvements within six to

twelve months

• Effective change is time-consuming

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