19-# Dessler, Cole and Sutherland Human Resources Management in Canada Canadian Ninth Edition Chapter Nine Managing Strategic Organizational Renewal © 2005 Pearson Education Canada Inc., Toronto, Ontario 9-1

9-2 Organizational Renewal and Change -strategic change -cultural change -structural change -changes in people, attitudes, and skills -technological change -strategic change -cultural change -structural change -changes in people, attitudes, and skills -technological change What to Change © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-3 Organizational Renewal and Change 1. Unfreezing – reducing forces striving to maintain the status quo 2. Moving – developing new behaviours, values and attitudes 3. Refreezing – institute new systems and procedures to support and maintain changes 1. Unfreezing – reducing forces striving to maintain the status quo 2. Moving – developing new behaviours, values and attitudes 3. Refreezing – institute new systems and procedures to support and maintain changes Lewin’s Change Process © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-4 Total Quality Management Programs -focus on satisfying customer needs -total quality management (TQM) also called: -continuous improvement -zero defects -six sigma -kaizen -focus on satisfying customer needs -total quality management (TQM) also called: -continuous improvement -zero defects -six sigma -kaizen © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-5 Total Quality Management Programs planning the circle initial training initiating the circles the circle in operation -problem identification -problem analysis -solution recommendation -solution review, decision by management planning the circle initial training initiating the circles the circle in operation -problem identification -problem analysis -solution recommendation -solution review, decision by management Steps in Establishing a Quality Circle © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-6 Total Quality Management Programs -ISO 9000 has three key standards: 1. ISO 9000:2000 Quality Management Systems – Fundamentals and Vocabulary 2. ISO 9001:2000 Quality Management Systems – Requirements 3. ISO 9004:2000 Quality Management Systems – Guidelines for Performance Improvements -ISO 9000 has three key standards: 1. ISO 9000:2000 Quality Management Systems – Fundamentals and Vocabulary 2. ISO 9001:2000 Quality Management Systems – Requirements 3. ISO 9004:2000 Quality Management Systems – Guidelines for Performance Improvements ISO 9000 and ISO © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-7 Total Quality Management Programs -ISO series of standards concerned with environmental management; what organization does to minimize harmful effects on the environment caused by its activities -ISO series of standards concerned with environmental management; what organization does to minimize harmful effects on the environment caused by its activities ISO 9000 and ISO © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-8 Creating Team-Based Organizations -highly trained work groups that use: -consensus decision making -broad authority (empowerment) to self-direct their activities -highly trained work groups that use: -consensus decision making -broad authority (empowerment) to self-direct their activities Self-Directed Teams © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-9 Business Process Reengineering Fundamental rethinking AND radical redesign of business processes to achieve dramatic performance improvements in: -cost -quality -service -speed Fundamental rethinking AND radical redesign of business processes to achieve dramatic performance improvements in: -cost -quality -service -speed © 2005 Pearson Education Canada Inc., Toronto, Ontario

9-10 Alternative Work Arrangements -to achieve work-life balance -results in: -higher morale -better job satisfaction -lower turnover -also assists in meeting customer needs  competitive advantage -to achieve work-life balance -results in: -higher morale -better job satisfaction -lower turnover -also assists in meeting customer needs  competitive advantage © 2005 Pearson Education Canada Inc., Toronto, Ontario