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2.4 Organizational Change
"Technology projects don't fail because of technology—they fail because people don't adopt the change." This is the core principle of Organizational Change Management (OCM).
👥 The Adoption Gap
The chasm between "Output" and "Outcome" is human adoption.
| The Deliverable (Output) | The Human Reality (Risk) | The OCM Solution |
|---|---|---|
| New CRM System | Sales Reps stick to Excel because it's familiar. | Early "Champion" program to build advocacy. |
| New AI Coding Tool | Developers fear job loss and sabotage implementation. | Transparent communication on job security + re-skilling. |
| New Safety Protocol | Workers ignore it because it slows them down. | "WIIFM" (What's in it for me) safety bonuses. |
🪜 Change Frameworks
You must know the language of change dynamics.
ADKAR
Individual
- Awareness: "I know why."
- Desire: "I want to do it."
- Knowledge: "I know how."
- Ability: "I can do it."
- Reinforcement: "I will keep doing it."
Kotter's 8 Steps
Organizational
- Create Urgency
- Form Coalition
- Create Vision
- Generate Short-term Wins
Lewin's Model
Process
- 🧊 Unfreeze: Break the status quo.
- 🌊 Change: The transition state.
- ❄️ Refreeze: Lock in the new state.
🛑 Managing Resistance
Resistance is a natural reaction to fear. Do not punish it; manage it.
- Root Cause: Are they resisting because they can't do it (Lack of Knowledge) or because they won't do it (Lack of Desire)?
- WIIFM: Communicate the benefits to them, not just the company.
- Saturation Check: If the org is undergoing 5 changes simultaneously, adding a 6th will fail regardless of quality. The strategic move is to Delay.
📝 Exam Insight: If a question says adoption is low despite great training, the problem is likely **Desire** (Lack of motivation/WIIFM). Training solves "Knowledge/Ability," but it cannot solve "Desire."