Chapter 12

Sustaining
Change

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
 Images of Managing Change
Images How Sustaining Change is Viewed
Images of Director It is the responsibility of the change manager to design the change
Managing process and direct people to comply such that the change objective
is achieved as planned.
Change
Navigator The change manager designs the change process so as to best fit
the conditions faced, recognizing that modifications will almost
Sustaining certainly need to be made en route and that the final outcome may
Change not be as originally envisaged.
Caretaker To the extent to which intended outcomes are achieved, this is
primarily the result of environmental factors, not management
Actions for intervention.
Sustaining Coach If intended outcomes are achieved, it is because the change
Change manager has been successful in helping organizational members
develop within themselves the capabilities necessary for success.

Change Interpreter The change manager plays a central role in the development of an
understanding of the meaning of outcomes, in particular with regard
Managers to what is taken as a successful resolution of the change process.
Beware Nurturer Change processes will have outcomes, but these are in continual
state of flux and are largely out of the hands of managers.

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 Sustaining Change

Images of
Managing
• Once implemented, change is not
Change always embedded in an
Sustaining organization
Change
• The ability to make the change
Actions for “stick” indicates the long-term
Sustaining
Change success of the change
Change • There are a number of actions
Managers
Beware
that can help sustain change.

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 Actions for Sustaining Change

Images of • Redesigning roles: This is a common outcome

Managing of change and is a sign that the change is of
Change considerable importance.
• Redesign reward systems: reward systems
Sustaining
form part of the culture and changing this is a
Change
way to directly influence the core values of the
Actions for organisation.
Sustaining • Link selection decisions to change objectives:
Change Selection criteria are symbols of whether new
ideas and change are being encouraged.
Change • Act consistently with advocated actions: This
Managers indicates the permanency of change through
Beware adopted practices and priorities.

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 Actions for Sustaining Change

Images of • Encourage “voluntary acts of initiative”: New

Managing practices that support the change should be
Change encouraged as the norm at all levels of the
organization.
Sustaining • Measure progress: Measures are used as a
Change means to quantify the progress of change and to
provide achievable goals.
Actions for • Celebrate “en route”: It is encouraging for all
Sustaining involved in the change if short term wins are
Change acknowledged and celebrated. This enhances
the credibility of the program.
Change
• Fine-tune: The change program should be open
Managers
to remodifications which will improve the change
Beware
outcomes.

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 Change Managers Beware

Images of
Managing
• Expect some unanticipated
Change outcomes
Sustaining • Be alert to measurement
Change
limitations
Actions for
Sustaining • Don’t “declare victory” too soon
Change
• Beware escalation of
Change
Managers
commitment
Beware
• Recognize “productive failure”
12-6