Organization Development and Change

by Cummings, Thomas G.; Worley, Christopher G.

• ISBN13: 9780324260601
• ISBN10: 0324260601
• Edition: 8th
• Format: Hardcover
• Copyright: 2004-03-02
• Publisher: South-Western College Pub

Summary

Market-leading Organization Development and Change blends theory, concepts and applications in a comprehensive and clear presentation. The authors work from a strong theoretical foothold and apply behavioral science knowledge to the development of organizational structures, strategies, and processes.

Table of Contents

Preface	xvi
General Introduction to Organization Development	1	(20)
Organization Development Defined	1	(3)
The Growth and Relevance of Organization Development	4	(2)
A Short History of Organization Development	6	(6)
Laboratory Training Background	7	(1)
Action Research and Survey Feedback Background	8	(1)
Normative Background	9	(1)
Productivity and Quality-of-Work-Life Background	10	(2)
Strategic Change Background	12	(1)
Evolution in Organization Development	12	(2)
Overview of the Book	14	(3)
Summary	17	(1)
Notes	17	(4)
Part 1 OVERVIEW OF ORGANIZATION DEVELOPMENT	21	(50)
The Nature of Planned Change	22	(22)
Theories of Planned Change	22	(6)
Lewin's Change Model	22	(2)
Action Research Model	24	(2)
The Positive Model	26	(2)
Comparisons of Change Models	28	(1)
General Model of Planned Change	28	(2)
Entering and Contracting	28	(1)
Diagnosing	29	(1)
Planning and Implementing Change	29	(1)
Evaluating and Institutionalizing Change	30	(1)
Different Types of Planned Change	30	(1)
Magnitude of Change	30	(1)
Planned Change at the San Diego County Regional Airport Authority	31	(5)
Degree of Organization	34	(1)
Domestic vs. International Settings	35	(1)
Planned Change in an Unorganized System	36	(3)
Critique of Planned Change	39	(2)
Conceptualization of Planned Change	39	(1)
Practice of Planned Change	40	(1)
Summary	41	(1)
Notes	41	(3)
The Organization Development Practitioner	44	(27)
Who Is the Organization Development Practitioner?	44	(2)
Competencies of an Effective Organization Development Practitioner	46	(4)
The Professional Organization Development Practitioner	50	(3)
Role of Organization Development Professionals	50	(3)
Personal Views of the Internal and External Consulting Positions	53	(4)
Careers of Organization Development Professionals	56	(1)
Professional Values	57	(1)
Professional Ethics	58	(4)
Ethical Guidelines	58	(1)
Ethical Dilemmas	58	(4)
Kindred Todd and the Ethics of OD	62	(1)
Summary	63	(1)
Notes	64	(2)
Appendix Ethical Guidelines for an Organization Development/Human Systems Development (OD/HSD) Professional	66	(5)
Part 2 THE PROCESS OF ORGANIZATION DEVELOPMENT	71	(144)
Entering and Contracting	72	(11)
Entering into an OD Relationship	73	(3)
Clarifying the Organizational Issue	73	(1)
Determining the Relevant Client	73	(1)
Selecting an OD Practitioner	74	(2)
Developing a Contract	76	(1)
Mutual Expectations	76	(1)
Time and Resources	76	(1)
Entering American Healthways Corporation	77	(1)
Ground Rules	78	(1)
Personal Process Issues in Entering and Contracting	78	(1)
Contracting at American Healthways Corporation	79	(2)
Summary	81	(1)
Notes	82	(1)
Diagnosing Organizations	83	(17)
What Is Diagnosis?	83	(1)
The Need for Diagnostic Models	84	(1)
Open-Systems Model	85	(4)
Organizations as Open Systems	85	(1)
Inputs, Transformations, and Outputs	86	(1)
Boundaries	87	(1)
Feedback	87	(1)
Equifinality	87	(1)
Alignment	88	(1)
Diagnosing Organizational Systems	88	(1)
Organization-Level Diagnosis	89	(5)
Inputs	90	(1)
Design Components	91	(2)
Outputs	93	(1)
Alignment	93	(1)
Analysis	93	(1)
Steinway's Strategic Orientation	94	(4)
Summary	98	(1)
Notes	99	(1)
Diagnosing Groups and Jobs	100	(14)
Group-Level Diagnosis	100	(4)
Inputs	100	(1)
Design Components	101	(1)
Outputs	102	(1)
Fits	103	(1)
Analysis	103	(1)
Top Management Team at Ortiv Glass Corporation	104	(2)
Individual-Level Diagnosis	106	(3)
Inputs	106	(1)
Design Components	107	(1)
Fits	108	(1)
Analysis	108	(1)
Job Design at Pepperdine University	109	(3)
Summary	112	(1)
Notes	112	(2)
Collecting and Analyzing Diagnostic Information	114	(18)
The Diagnostic Relationship	114	(2)
Methods for Collecting Data	116	(6)
Questionnaires	117	(2)
Interviews	119	(1)
Observations	120	(1)
Unobtrusive Measures	121	(1)
Sampling	122	(1)
Techniques for Analyzing Data	123	(1)
Qualitative Tools	123	(1)
Collecting and Analyzing Diagnostic Data at American Healthways	124	(6)
Quantitative Tools	126	(4)
Summary	130	(1)
Notes	130	(2)
Feeding Back Diagnostic Information	132	(11)
Determining the Content of the Feedback	132	(2)
Characteristics of the Feedback Process	134	(1)
Survey Feedback	135	(1)
What Are the Steps?	135	(1)
Training OD Practitioners in Data Feedback	136	(3)
Survey Feedback and Organizational Dependencies	138	(1)
Limitations of Survey Feedback	138	(1)
Operations Review and Survey Feedback at Prudential Real Estate Affiliates	139	(2)
Results of Survey Feedback	140	(1)
Summary	141	(1)
Notes	141	(2)
Designing Interventions	143	(12)
What Are Effective Interventions?	143	(1)
How to Design Effective Interventions	144	(5)
Contingencies Related to the Change Situation	144	(1)
Contingencies Related to the Target of Change	145	(4)
Overview of Interventions	149	(4)
Human Process Interventions	149	(1)
Technostructural Interventions	150	(1)
Human Resource Management Interventions	151	(1)
Strategic Interventions	152	(1)
Summary	153	(1)
Notes	153	(2)
Leading and Managing Change	155	(23)
Overview of Change Activities	155	(2)
Motivating Change	157	(3)
Creating Readiness for Change	157	(1)
Overcoming Resistance to Change	158	(2)
Motivating Change at Johnsonville Sausage	160	(1)
Creating a Vision	160	(3)
Describing the Core Ideology	161	(1)
Constructing the Envisioned Future	162	(1)
Developing Political Support	163	(1)
Creating a Vision at Premiere	164	(4)
Assessing Change Agent Power	166	(1)
Identifying Key Stakeholders	166	(1)
Influencing Stakeholders	167	(1)
Managing the Transition	168	(1)
Activity Planning	168	(1)
Commitment Planning	168	(1)
Using Social Networks to Implement Change in a Public Education Institution	169	(1)
Change-Management Structures	169	(1)
Sustaining Momentum	170	(1)
Providing Resources for Change	170	(1)
Building a Support System for Change Agents	170	(1)
Transition Management in the HP-Compaq Acquisition	171	(3)
Developing New Competencies and Skills	172	(1)
Reinforcing New Behaviors	172	(1)
Staying the Course	173	(1)
Sustaining Transformational Change at the Veterans Health Administration	174
Summary	173	(2)
Notes	175	(3)
Evaluating and Institutionalizing Organization Development Interventions	178	(37)
Evaluating Organization Development Interventions	178	(11)
Implementation and Evaluation Feedback	178	(3)
Measurement	181	(5)
Research Design	186	(3)
Institutionalizing Interventions	189	(1)
Evaluating Change and Change Management at the World Bank	190	(7)
Institutionalization Framework	192	(5)
Institutionalizing Structural Change at Hewlett-Packard	197	(1)
Summary	198	(1)
Notes	199	(2)
Selected Cases	201	(14)
It's Your Turn	201	(2)
Sunflower Incorporated	203	(2)
Evaluating the Change Agent Program at Siemens Nixdorf (A)	205	(4)
Initiating Change in the Manufacturing and Distribution Division of PolyProd	209	(6)
Part 3 HUMAN PROCESS INTERVENTIONS	215	(58)
Individual, Interpersonal, and Group Process Approaches	216	(27)
Coaching	216	(2)
What Are the Goals?	217	(1)
Application Stages	217	(1)
The Results of Coaching	218	(1)
Training and Development	218	(2)
What Are the Goals?	219	(1)
Application Stages	219	(1)
The Results of Training	220	(1)
Process Consultation	220	(1)
Leading Your Business at Microsoft Corporation	221	(5)
Group Process	222	(1)
Basic Process Interventions	223	(2)
Results of Process Consultation	225	(1)
Process Consultation at Action Company	226	(1)
Third-Party Interventions	227	(3)
An Episodic Model of Conflict	228	(1)
Facilitating the Conflict Resolution Process	229	(1)
Team-Building	230	(1)
Conflict Management at Balt Healthcare Systems	231	(5)
Team-Building Activities	232	(1)
Activities Relevant to One or More Individuals	232	(3)
Activities Oriented to the Group's Operation and Behavior	235	(1)
Building the Executive Team at Caesars Tahoe	236	(3)
Activities Affecting the Group's Relationship with the Rest of the Organization	237	(1)
The Manager's Role in Team Building	237	(1)
The Results of Team Building	238	(1)
Summary	239	(1)
Notes	240	(3)
Organization Process Approaches	243	(30)
Organization Confrontation Meeting	243	(2)
Application Stages	244	(1)
Results of Confrontation Meetings	244	(1)
A Work-Out Meeting at General Electric Medical Systems Business	245	(1)
Intergroup Relations Intervention	246	(5)
Microcosm Groups	246	(2)
Resolving Intergroup Conflict	248	(3)
Improving Intergroup Relationships in Johnson & Johnson's Drug Evaluation Department	251	(1)
Large-Group Interventions	252	(5)
Application Stages	254	(3)
The Seventh American Forest Congress	257	(3)
Results of Large-Group Interventions	259	(1)
Open-Space Meeting at a Consulting Firm	260	(1)
Summary	261	(1)
Notes	261	(3)
Selected Cases	264	(9)
The Metric Division Case	264	(5)
Gulf States Metals, Inc.	269	(4)
Part 4 TECHNOSTRUCTURAL INTERVENTIONS	273	(92)
Restructuring Organization	274	(32)
Structural Design	274	(10)
The Functional Structure	274	(2)
The Divisional Structure	276	(2)
The Matrix Structure	278	(2)
The Process Structure	280	(3)
The Network Structure	283	(1)
American Healthways' Process Structure	284	(3)
Downsizing	287	(1)
Amazon.com's Network Structure	288	(5)
Application Stages	290	(2)
Results of Downsizing	292	(1)
Strategic Downsizing Process at Delta Air Lines	293	(2)
Reengineering	295	(6)
Application Stages	297	(3)
Results from Reengineering	300	(1)
Honeywell IAC's Totalplant™ Reengineering Process	301	(1)
Summary	302	(1)
Notes	303	(3)
Employee Involvement	306	(25)
Employee Involvement: What Is It?	306	(3)
A Working Definition of Employee Involvement	306	(1)
The Diffusion of Employee Involvement Practices	307	(1)
How Employee Involvement Affects Productivity	308	(1)
Employee Involvement Applications	309	(4)
Parallel Structures	310	(3)
Union-Management Cooperation at GTE of California	313	(6)
High-Involvement Organizations	315	(3)
Total Quality Management	318	(1)
Chrysler Corporation Moves Toward High Involvement	319	(6)
Six-Sigma Success Story at GE Financial	325	(3)
Summary	328	(1)
Notes	328	(3)
Work Design	331	(34)
The Engineering Approach	331	(1)
The Motivational Approach	332	(6)
The Core Dimensions of Jobs	333	(1)
Individual Differences	334	(1)
Application Stages	335	(2)
Barriers to Job Enrichment	337	(1)
Job Enrichment at the Travelers Insurance Companies	338	(2)
Results of Job Enrichment	339	(1)
The Sociotechnical Systems Approach	340	(8)
Conceptual Background	340	(1)
Self-Managed Work Teams	341	(4)
Application Stages	345	(2)
Results of Self-Managed Teams	347	(1)
Moving to Self-Managed Teams at ABB	348	(3)
Designing Work for Technical and Personal Needs	351	(4)
Technical Factors	352	(1)
Personal-Need Factors	353	(1)
Meeting Both Technical and Personal Needs	354	(1)
Summary	355	(1)
Notes	356	(3)
Selected Cases	359	(6)
The Sullivan Hospital System	359	(3)
City of Carlsbad, California Restructuring the Public Works Department (A)	362	(3)
Part 5 HUMAN RESOURCES MANAGEMENT INTERVENTIONS	365	(80)
Performance Management	366	(30)
A Model of Performance Management	367	(1)
Goal Setting	368	(4)
Characteristics of Goal Setting	368	(2)
Application Stages	370	(1)
Management by Objectives	370	(2)
Effects of Goal Setting and MBO	372	(1)
Performance Appraisal	372	(1)
The Performance Enhancement Process at Monsanto	373	(4)
The Performance Appraisal Process	374	(2)
Application Stages	376	(1)
Effects of Performance Appraisal	377	(1)
Reward Systems	377	(1)
Changing the Appraisal Process in the Washington State Patrol	378	(10)
Structural and Motivational Features of Reward Systems	379	(3)
Skill-Based Pay Systems	382	(1)
Performance-Based Pay Systems	383	(2)
Gain Sharing Systems	385	(2)
Promotion Systems	387	(1)
Revising the Reward System at Lands End	388	(3)
Reward-System Process Issues	390	(1)
Summary	391	(1)
Notes	392	(4)
Developing and Assisting Members	396	(49)
Career Planning and Development Interventions	396	(6)
Career Stages	397	(1)
Career Planning	398	(3)
Career Development	401	(1)
Linking Career Planning, Human Resources Planning, and Strategy at Colgate-Palmolive	402	(8)
Workforce Diversity Interventions	410	(7)
Age	411	(1)
Gender	412	(1)
Race/Ethnicity	413	(1)
Sexual Orientation	414	(1)
Disability	415	(1)
Culture and Values	415	(2)
Embracing Employee Diversity at Baxter Export	417	(1)
Employee Stress and Wellness Interventions	418	(9)
Work Leaves	418	(1)
Stress Management Programs	419	(8)
Johnson & Johnson's Health and Wellness Program	427	(1)
Summary	428	(1)
Notes	429	(5)
Selected Cases	434	(11)
Employee Benefits at HealthCo	434	(4)
Sharpe BMW	438	(7)
Part 6 STRATEGIC CHANGE INTERVENTIONS	445	(88)
Competitive and Collaborative Strategies	446	(33)
Environmental Framework	447	(3)
Environmental Types	447	(1)
Environmental Dimensions	448	(2)
Competitive Strategies	450	(5)
Integrated Strategic Change	451	(3)
Mergers and Acquisitions	454	(1)
Managing Strategic Change at Microsoft Canada	455	(6)
Collaborative Strategies	461	(1)
Lessons Learned from the Dow Chemical Company and Union Carbide Merger	462	(11)
Collaboration Rationale	463	(2)
Alliance Interventions	465	(1)
Network Interventions	466	(7)
Fragile and Robust---Network Change in Toyota Motor Corporation	473	(2)
Summary	475	(1)
Notes	475	(4)
Organization Transformation	479	(54)
Characteristics of Transformational Change	480	(2)
Change Is Triggered by Environmental and Internal Disruptions	480	(1)
Change Is Systemic and Revolutionary	480	(1)
Change Demands a New Organizing Paradigm	481	(1)
Change Is Driven by Senior Executives and Line Management	481	(1)
Continuous Learning and Change	482	(1)
Culture Change	482	(10)
Concept of Organization Culture	483	(1)
Organization Culture and Organization Effectiveness	484	(2)
Diagnosing Organization Culture	486	(3)
Application Stages	489	(3)
Washington Mutual: Leveraging Culture as Competitive Advantage	492	(1)
Self-Designing Organizations	493	(3)
The Demands of Transformational Change	493	(1)
Application Stages	494	(2)
Self-Design at American Healthways Corporation	496	(1)
Organization Learning and Knowledge Management	497	(11)
Conceptual Framework	497	(2)
Characteristics of a Learning Organization	499	(1)
Organization Learning Processes	500	(5)
Organization Knowledge	505	(3)
Knowledge Management at BP Amoco	508	(1)
Outcomes of OL and KM	508	(1)
Summary	509	(1)
Notes	510	(4)
Selected Cases	514	(19)
Rondell Data Corporation	514	(9)
Fourwinds Marina	523	(10)
Part 7 SPECIAL APPLICATIONS OF ORGANIZATION DEVELOPMENT	533	(128)
Organization Development in Global Settings	534	(37)
Organization Development Outside the United States	535	(9)
Cultural Context	536	(2)
Economic Development	538	(1)
How Cultural Context and Economic Development Affect OD Practice	539	(5)
Modernizing China's Human Resource Development and Training Functions	544	(10)
Worldwide Organization Development	545	(1)
Worldwide Strategic Orientations	546	(2)
The International Strategic Orientation	548	(1)
The Global Strategic Orientation	549	(2)
The Multinational Strategic Orientation	551	(2)
The Transnational Strategic Orientation	553	(1)
Campbell Soup Company Moves to a Worldwide Strategic Orientation	554	(4)
Global Social Change	558	(6)
Global Social Change Organizations	558	(2)
Application Stages	560	(3)
Change Agent Roles and Skills	563	(1)
Social and Environmental Change at Floresta	564	(2)
Summary	566	(1)
Notes	566	(5)
Organization Development in Non-industrial Settings: Health Care, Family Businesses, School Systems, and the Public Sector	571	(40)
Organization Development in Health Care	571	(6)
Environmental Trends in Health Care	572	(3)
Opportunities for Organization Development Practice	575	(1)
Success Principles for OD in Health Care	576	(1)
Work Redesign at Hamot Medical Center	577	(2)
Conclusions	579	(1)
Organization Development in Family-Owned Businesses	579	(9)
The Family Business System	580	(2)
Critical Issues in Family Business	582	(2)
OD Interventions in Family Business System	584	(4)
OD in the Ross Family Business	588	(1)
Organization Development in School Systems	589	(7)
Some Unique Characteristics of Schools	590	(1)
Implications for OD in Schools	591	(1)
High Involvement Management in Schools	592	(1)
Total Quality Management	593	(1)
School-based Management	594	(1)
Classroom Interventions	594	(1)
Conclusions	595	(1)
Organization Development in the Public Sector	596	(8)
Comparing Public- and Private-Sector Organizations	597	(5)
Recent Research and Innovations in Public Sector Organizational Development	602	(1)
Conclusions	603	(1)
Approaching Employee Orientation as a Cultural Experience	604	(1)
Summary	605	(1)
Notes	606	(5)
Future Directions in Organization Development	611	(50)
Trends Within Organization Development	611	(3)
Traditional	611	(1)
Pragmatic	612	(1)
Scholarly	613	(1)
Implications for OD's Future	613	(1)
Trends in the Context of Organization Development	614	(11)
The Economy	615	(2)
The Workforce	617	(2)
Organizations	619	(1)
Implications for OD's Future	620	(5)
Summary	625	(1)
Notes	625	(4)
Integrative Cases	629	(32)
B. R. Richardson Timber Products	629	(17)
Managing Strategy at Ceasars Tahoe	646	(6)
Black & Decker International: Globalization of the Architectural Hardware Line	652	(9)
Glossary	661	(10)
Name Index	671	(6)
Subject Index	677