MS211

Change Management &

Artificial Intelligence

IAIN MOIR
Department of Management Science
Individual Change

Well-
Being

Time
Shock Anger Depression Gradual
Acceptance
Effects of Change on Employees

• Anxiety
• Fear
• Denial
• Powerlessness
• Alienation
• Increased work and Stress
Cognitive Dissonance

Mental Discomfort when

holding two opposing
beliefs, ideas or values

Humans strive for

internal consistency

Individuals motivated to
decrease dissonance
between ideas
Activity

Think of a time when you underwent significant personal

change?

• What were the barriers?

• How did you overcome the barriers?
• Would you have done something different?
Christopher Freeman…

“....not to innovate is to die”

Drivers of change…

• New Technology – Products and Business Systems

• Increased competitive pressures – Hyper-competition
• Advances in Management thinking – BPR,
Continuous Improvement
• Increasing employee expectations – Benefits,
Working Conditions, Training,
• Impact of Institutional constraints – H & S, Security
Regulations
• Change Addiction – Life is not static anymore
What is a Business Process?

1. A business process describes how something is done in an organisation

2. Traditional process definition in Operations Management - a process

specifies the transformation of inputs to outputs

Inputs Process Outputs

The transformation model of a process

Business process change
 Business Process Re-engineering
 Business Process Management/Improvement

Business Process Re-engineering:

The fundamental rethinking and radical redesign of core business processes to
achieve dramatic improvements in critical performance measures such as quality,
cost, and cycle time

Business Process Management/Improvement:

A structured approach to analyse and continually improve fundamental activities
such as manufacturing, marketing, communications, and other major elements of a
company’s operation
System Development and
Organisational Change
High

paradigm shift
Risk

reengineering

rationalisation

automation

Low
Return High
Developing a digital strategy
• Digitisation
• The conversion of analogue or physical information to a digital format e.g.
print media to online news

• Digitalisation
• The use of digital technologies and digitally-enabled approaches to enable
or improve business models and processes. Think of this as the process of
exploiting digital opportunities. E.g. using smart glasses to provide
mechanics with line of sight digital instructions to improve efficiency

• Digital Transformation
• The coordinated digitalisation change efforts at scale, diffused through the
operating model and all aspects of the business, including people,
processes, technologies and metrics
Technology as an Enabler - ERP

• To customise an ERP
system to fit company’s
business processes
• To re-engineer business
processes to fit the standard
ERP system
• To combine the standard
and customised applications
Activity

Provide an example where an organisation has attempted to

bring about change and how technology has enabled this?
Further Reading
 Artificial Intelligence

IAIN MOIR
Department of Management Science
16
Artifice…

Artifice

noun [ C or U ]
formal

(the use of) a clever trick or something intended to deceive:

Amazingly for Hollywood, she seems almost entirely without
artifice.

Synonym ruse
Gartner Hype Cycle
19

ALPHA GO
20
Intelligence…
21
22

Future of A.I.
23
24
25
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Group Activity

• The Existential Threat of A.I.

• Benefits of A.I.

• Challenges of A.I.

• Impact of A.I. on the Work Environment