Erfolgsfaktor Change Management Den Wandel im Unternehmen aktiv gestalten und kommunizieren

Dr. Reiner Czichos

1. Auflage

-·

Haufe Gruppe Freiburg · München

Inhaltsverzeichnis

Vorwort 13

1 Eine Einführung 15 1.1 Alles ändert sich 15 _„_„_ ........• • •.............•••..• • ...•......•..••.......•.......••. • • •. • .. „..,..._ „ __ „ ~„ • ••• • •• •: M .... • • •• • ~„ ! • ••• •• ""~· „„„t •• „ .. ~ · · · • • • · "" •-.. • • • •" ··" · •" •

1.1.1 Gründe für Veränderungsprojekte · 16

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2 Change Management und Innovation 25

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2.2.l „We change the way the world thinks!" 27 2:2:2--··v-ö!i&e~<leii-i:i~aii<:li~-r; ·i~~-~-r;--·-···-----··--------· ············--·-··---·--------·-·-···· - · · ···· ··--···-23

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2.3 Change und Innovationen managen, schaffen, initiieren 30 ··--------- -~;~;i::::Y~i~~~~~~~Ä~~:~?.~~Ä~~~~jfo:~~i:~~~~fü:~~~~!\~~~~~~~P.~~::::::::: ::::::_::~9-

2.3.2 Innovationsfallen 31 ------------------------------------·----····----·"··-------·--···------------···---··-----·-----------··„·····-------·--„······-··---------------

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2.4.9 Es gibt viele Ausreden 43

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Inhaltsverzeichnis

2.6 Wie Sie das creaktive Potenzial Ihrer Mitarbeiter entdecken 48 2.6.1 Kennen Sie Ihre Mitarbeiter wirklich? 48

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2. 7 Jeder Mensch ist auf seine Weise creaktiv 50 •)o·•-------------

2. 7.1 Creaktivität von Menschen mit den unterschiedlichen LIFO~-Stilen 51 2:1:2···-ubersi~ili·:-:wi;;·;;iii<l-Men~~heii-ffiii-d.eil~Iiterscilie<lii~lie-Ii"i.ITo<ai:stiien···-·-··-········

creaktiv? 53 -------------·----------------------------------------····---------------··-··---·-------------------··------------------·--------------------„--. 2. 7.3 LIFO~-Stile und Crea-Techniken 54 2. 7.4 Wie Sie die Creaktivität Ihrer Mitarbeiter fördern 59

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2.10.2 Der Design-Thinldng~zess 72 i"iö:3··oie ·ii~~-diüngsmäXiffie.Iid:es.ne·Si-gn~Thii1iing-·--·-····-··-··--··-·- · -·····-··--····-- --· ·····-··- -.,3

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3 Organisationsdesign 85

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3.2 Prozessdenken gegen Revier-Denken 89

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Inhaltsverzeichnis

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3. 7.1 Ein Automobilzulieferer macht Prozess-Bestandsaufnahme 112 3. 7.2 „Wer als Werkzeug nur den Hammer kennt, für den ist jedes Problem ein

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3.7.9 Phasen-/Rollen-Flowchart 121

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3.8.l Verantwortlichkeiten-Matrix 128 -------·-··----------------------·---------·--------···---------------------------------------------------·--·-----·----------·-----------------··

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Inhaltsverzeichnis

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4 Die Menschen im Change 159 4.1 Change stresst 159

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4.2 Change tut weh 172

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~---~ ...... ~!t-~.rt~E! -~~-~-~-~-~ -~<?.rt~i-~! .................................................................................................... !?.?. 4.4.1 Warum Streiten hilft 178

4.4.2 VomKritikerzumAußenseiter 179 ··- ··············-······················-------·--······-----------·-······----··················--------------·------··········---- --------·--· 4.4.3 Kritik als Quelle für Ideen 180 -- .••••••. „ ••• „ ••••••••••••••••••• „„„„„.„ •• „„.„ ••.•••••••••• „ •• „.„ ••••••••••••• „.„ ••• „ •• „.„.„ ••••• „.„„ ••••••••••••••.• „.„.„ •• „.„„ •••••.• „ .••.••••

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4.5.7 Traditionelle und creaktive Konfliktkommunikation 194 4,-5·.-a- ···K:~~tr~"iii~~t~-i~~flitt<li~i~~;i~~···„„.„_„„ ... „ --···--······-·----·················--·-·········"i96

s LIFO®-Methode und -Typologie im Change Management 199 5.1 Die LIFO®-Methode 199 ···--···--··----------------·-········-·······----·-·--·-······--··--·----·-----------------------------------------------·-------------···--·--····--·-···--·

~=~-------~~~~~ -~~~~~~!.~-~~E!~~E!9~-~-~~-~-~~~~---·························--·-·-···-················-····-····-····?.9.9. 5.2.1 LIFO®-Denk- und Kommunikationsstile 201 -----·-·······-········----.---······--··--·······-···-------------·····-------····--------------······-···········-···-·····-----------···---·-----~:~:~----~~-1.:~~-~-~„.~~~L .................................................................................... ~~?. -~=~--~----~~~_rE!~-~-i~-~E!!l. !vtE!!l.~~~!l.~z:rt.?.!!.~-~~? ..................................................................... ~~?. 5.2.4 LIFO®-Stile und Reaktionen auf Stress 204

5.2.5 Wie Sie Menschen mit unterschiedlichen Stilen vom Change überzeugen können 207

······---··········---------------·-----------·····-·······--···-···-----··--·--·-········--···-······---------------·····--------------------···· 5.2.6 Wie Sie Mitarbeiter mit unterschiedlichen LIFO®-Stilen für den Change

motivieren können 211

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Inhaltsverzeichnis

6 Change-Projektmanagement 215

~~~---····9-~~-~j-~-~~~~~!!!~!.l~-~~!:t:~-~-~-~~~! ........................................................................... ?.~~ 6.1.1 Starker Tobak? 216 -----~~----·---•- ... .1„.„ • .., ___ „ ___ 1t11: ••• „ .•• , .. „„„;. _______________________________________________________________________________________________ _

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6.2.1 Die Basics fehlen 217 6~i·2·--iC~i~üb~~"bii~k--··································---------------------············-.········.-··········------·····218 -·----------·----------------·------·-------·---------·--·----------------·····-'\··-····-------------------------------------------·-··-----------6.2.3 Change-Müdigkeit 219

~j:.:i:::~~fo~~~~~q~~:~~~~~~~~B~E~~:Y.~~:~?I~k.!~~:::::::::::::::::::::::::::::::::::::::::::::::::::::?:~~ ~:.?:.~--- .Jv1i.t~_~_l_I'(\?:Il.~ßE'.~ -~~!.l-~ .i:i: ~~~~?:~~~-~-............................................................................ ?.~?.

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?·i ...... ~ir.~z~~-~~ß-~.~-~~Cill.ß:~.:~()i~~~IT\~n.Ci~~~~-1:1~.S. ................... „ ......... „ ............................ ~?.?. -~-'-~:~„.?.:r:~i~~!:(_?!~~~-~ie.P.CiP.~~~---······-······-·-··········-·-··-·······-···-······----·-····--·-········--······~?.?. 6.4.2 Moderator oder Coach 230 - ---·- -- - -- -- •• „„„.~„.„„„ -----~-·--· --- -------

6.4.3 Frühwarnsystem 230

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6. 7.1 Unsere Welt hat sich verändert 233 ·-----------------------------------~---?:?. .... !?.~E-~~~P.!~~~~~-~-~Cl~-~~Il-~~i~~!~-~-~!~-~~-! ........................................................ ~?.?.

6.8 .. P.!?J.~!~~-~-~!.t-~.n.~~~~~i~~-~Cl~~-~-~IT\~_n.! ... , ............ _ ... , .................... „ .........•..................... ~~?. §.-.?.:! .... P.~!S_()n.~~~A!tCiJ.Y.SE'..~11-~J'.~-~_s.~~E'.!.l~.?.tr_~~~~i~---····•·····················-··························?.~?. 6.8.2 Konflikt-Kulturen können recht unterschiedlich sein 239

§.-.?. ...... ~!i:~n.~~~~~j~~-t~ -~r.~.1:1.~.l.1:~.~-~~~-~~~~---······-· ····· ·~---·········-··-·--·····-····································~~9. .~:.?:.! .. „~~j~~~a-~f.~~-~-~---······················--··············--··· ···············-········-········--·········-·········--··?i~ ~„.?„.? .... ~~iE'.~!:~~E'.!'IE'.r.~.i~):?<lr.1111.g __ ······ ·····--··········································-·-·····-············-·····}~?. .~:.?.:? .... ?.:r:~j~~~P.!Cill ..... „ .•.•.. „ .... ····················· ---·······························-·······-··············--···--·~?. §.-.?:.~--- ~!.t-~~ -~P.~!~~~~~~'.~-~~~~~~~-1:1.n.~ .~~~-?.?~~r. ............................................................. ~~~

§:.~9. ..... ~l1.S.~Il\~1l.S!~.1:J:1:1.~~-Y.~~-f>l:()i_~~t!e.~_s.- ·-··············· ··· ·············· · ······-·--·-··· ············-··· ·-- · ··· ··~?. 6.10.1 Der Idealfall 247 --------------···----··--'"'"··„--„„„.„„„.„.„ .......... „ ••••••••••••• „ .................. „„„„„ ... „„„.'\,. ........ „.„ .•• ~.„.„ •• • ·„„„„ •• „1.„„ ••• „„„.„ .•••• . „„~ ••

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§_._~~---·--9:~r.~.i:i:~~~~~-~~-~-~-~~11!e.n..~gj_~~!E'.11.~~!..~~-~-e~~~e.~---······ ·· · -· · · · ···· - --- -·-··· ·-?.?.~ 6.11.1 überblick verschaffen 251

§„.~~:.? ... ~-~-~~()~~~~!.l.S.P.~~~~-~r.~~-~~~---·············· ···· ········· ·· ······- ··· ··· · -· ·-· ······ -···· ····· · · ··· ···· ~-~~ §_._1~:-~---~!~i~~!~~i~~~-~~-S~(it_~_FJ_i_~~~~-l!.i:tt~~~~~!.l.S~~!~~-~~-~~_s.!~J.l_~.1:1 .................... ~.~~ §„.~~:~-- -~~iE'.~~e~~!!.C>~~~-~E'.SE'.11 ...................................................................................... ~?.~ ~:.~!:.~ ... ~~~~Il-~.i~~~~ t_~~ P.e.~~-~~.s.~~~~~?. ................ ·-... ······ ········ .. ················· ........ „ .... .... ~?.~ §„.~~;_6 ___ ~-~-?:n.~~~~~j-~~-~~ -iI'(\_ß:~.'?~~~-Jvi~!!~!.l~!~.i:':l:P.!~ ..................................................... ?.~?.

9

Inhaltsverzeichnis

~-"-~-----~~E!.l?.?~ -~ci-~!.'-:~-~-s-~.$~-~8:~E!~~!.'-~~----------------------------------------------------------------~?.~ ~„-~? ______ 91_a..I\&E!~P..r?i~~-~~~~-!5-~!.-~~~~!.'---------------------------------------·-----------------------------------------------~?.?.

~}~:! ___ ?.~~'!:8:~~~!.'--~~-~-~~:-~!~!~~~e_I\~_!5~-~~~h.!~5-.~h.a.I\~-~-~~9.iE!~~8:1:1:a.&E!~~!.'-~ ----·----~?.?. 6.13.2 Fallstudien aus der Praxis 260 ------·-----------------·--·---------------------·--·--·----------------------------·-------·-----------------------------------------------------~„-~?.:? __ s:i_i_~-~~-~-1:1:-~~-~~~-~-i:1:1:~-~Il~-~E!~------------------------·-·-----------------------·------------ __ ?:?.?_

7 Change-Marketing 269 7.1 Vom Marketing und von Verkäufern lernen 269

--~-------fü:_:_:~fo:~~:~~~~:tI~~~:~u~~;:~~~:~?:~i~:~~:~~~~:~:P.~::::::::::=::::::::::::::::::::::::::::::::::::::::::::::::?.~~ ?.:!:~-----"!!_~-~-~~ci_ci~~- !.'-:i:i:I\ _c:l:~E! -!4~~-~~~-~-1:1:.9~~~~~.Y.~-~~ci~r.~-~?------------·----·---------·-·-- - ~?.9-7.1.3 Türen auf für die Kommunikation 271

?.:!:~-----~~-".~5- -~h.a.!.'-~-~-~~~r.~~-!~I\~_: !!?.?.~i!h..~E! -~E!r.!i~_!". _______________________________________________ ~?.~ ?.·?. _______ ~~~--~?.l!~ .ci~r.!'~.h.~:i:i:n.!5~1:a.~~t~ -~~ 9~~-!!:!5_~_:M~!~E!t~!.'-_!5 ________________________ ... __ ...... __________ -··-·- ___ ~?.~

?.:?:: ! ..... F~~!~.!5-~~~f~E!.~~5-~-~-~-Il -~-P.~~-c~_C?_s~~~~~-~ .'!:I\ci_Ma.!.~!-~~~~~-i-~-~~~--..... _ .. ··-... _____ p ~ 7.2.2 Informationen aus zweiter Hand 274 ------------------------------------------------------------------------····--·-----?.:~:?. ____ ~-~!~~3:I\~~~!.-~~5-~.~~-I\ -~a.~-~e_'._~_ci~:t?_?.~-~ : _cia.~ -~~~-c:l:E!I\ _ciE!!.~~~-~E!n.~-~!.'--- ·--~?.~ 7.2.4 Nehmen Sie die Marktschreier vom Markt 275

7.2.5 Die Kommunikation muss fließen 276 ···········----····-----„-·-------------·--·-------·---··-„---······--„---······-·---------------·-··----·--·--·--·------·--·----·-···---·········

?.:~:~----~~~3:ff~.n. -~~-~-~~-I_l_ p_()~i-~~YE!S}ma.&eJ~r. .c:J:~.n..~h.a.I_l_~-~------------------------------------···--------- ~??. 7.3 Von der Kommunikation hin zur "KommuniAktion" 278

----------·~f F::~t~~~~~~i~~~~~i-iif ~~~~~~:~;~~~;:~~~:~~;;~~~~~~~i~~~:i~:::~?.~ diesem Mitarbeitermarkt? 279 ····-·····-·----------·----„--···-----------------------„„ .. „.„ ••••••.••.•.••...•••••..•.•..••• „ •••••••.• - .••• „ •• ••••••••••••• „ •••••••••••••••••••

?:?.: ? __ ___ _i:>J~_I1E!I1.?_i_~}~~~-!S?Il\:r:rtun.~~a.~_()I1~:1c_a.rrtf'?:~I_l~ ______________ . ____________ --· ________ -· -·· ... ________ __ ?_?_~ 7.4 Den Change auf einem Diskussionsmarkt gestalten 284

------------;}f-:g{:.k~~1~~~t~~i~~~~~~tw~;~~:~~~~---::·-_·:·:·::·:_::-·:-·::-::-·:::~:.~ 7-4.3 Die Vorteile eines Marktes 287 -------------------------------------------------------------·-·---------------------------------------„-------·------------------··--..------------

?_._~ :~---P~~-Y<?!._b_e.~~~-~\ffi.~------------------------··-·-------------------------------------------·------------ ______________ ?.?.~ 7.4.5 Der Ablauf 288

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?.:?. ....... C:~3:I\~E! -~~_r:~--?~~~~!~_?_ ________________________________________________________ __________________________________________ _?.~?. 7.7.l IiebeoderHiebe? 306 ---------···--·--···-·-···-„·----„·--····-------------------·--·----·-------------------------------···-·----------------------------·-········-·

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10

Inhaltsverzeichnis

7.7.3 Durch den Schmerz zum Wunder in drei Schritten 309 ---·-------"l„···-·-----------··---·--------------·- ------- ------------------------···-----------------------------··--------------·---------------?:?:.~-----~!:!?.~!.~!P.~j~~~-9.l!.~~XrCi~~:n: . _____________________________________________________ _______________ . __________ }_~9.

?:?:.~-----~~~~~-~~~ -~-~.~~-n.i~ -~~---:-~~~ -~~y~~-~~~!~I\ _______ ________ __ ___ _____ __________ _______________ }_~9.

?..?:.? _____ ~~Il-~~x.is_~13~~-~p~~l ______ ............................ ---·····--····-·--·--·--··---··-·······----··---·········---··· }~-~ !:~--- - ---~~~-~-i~-~-~~~~-~-~-~~~~~-y~~~~~~!l ... ................... ......... ..................... .. ............ __ ________ }.~~

?:~ :~- - ---Y~:n:Y~!~~~~~-~~-C:~Ci:r:t.~-~-~~a.i~~~-e_rt _____________________________________________________________________ ~~?.

J:~ : ?. .... ~~~-l}-~ -~~.Y~~!~. C:~-~!l~~~i:'I:c*~~~ -~~~~!~-~-~:r:t ........................................................ }.~~ ?:~ : ?. ... - ~Il-~~~-~13~~~pj~!_: __ ~~~ -'!:~~Il~~Il-~~~-~!-~!-~!:!9.~. 9-~~:n:~~-~!~~-~-i:t .. .... .... ..... .... ... ~-~~ 7.8.4 Alle Mann an Bord! 321 ·· ------- ------·····--·--·---------·----------------- -------- --·----------· -----·- ------·--------- ------ ------------------------------··--------···

!·.~-------~~!~~PP.~!l~~~~~~~-~~-~~~-~-~~!l ...... - - --- -- - -------·- ···· --- - -------· -· · · - - -------- - ·· -- --------- -------·----------- ~?.?. 7.9.l Innovators: die Enthusiasten 323 --------------------------------------------·----·---------------------------------------------------------------------------------·------------·-?:?.:?. ___ ß~~-~y_J\ci.0.P.~.e~~: -~!!: .Y!~~?.!l~!.~ --------·-··----···-------·-···------·--·---···-------··---·-·····--·--···--· }?.'7: !:?.:?. .. .. ~~Y.-~i?.~!Y_:_~~~-~(i_l;l~-~~~!. __________ __ ____________ ____________________ ____ _____________ ___ __________ ?.~ ?:?. :~---- ~Ci!.~_ MCij?_~g:_~~~-~~?.~~ry:~~Y~!l ......................................................... ··--···--·----- ~~?. !:~:?. .... ~~~~:~~-~~~-P.~~-~----------· - ---------·------·----------------·---------·-·-· ·· --·----- -·- --· - ----·-·- - - - ?.~?.

7.10 LIFOlll-Einkaufsstile 325

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?:~~---··--?t_~k~_h.o_l~!:r:~~~ly~~ -~Il~-~~~-~(it_e_g_i_e ............................................................................... }?.?. 7.11.1 Käufer-Rollen 328

7}~:.? .... ~~-l}-~(il_t~Il-~-~-i:t ______________________________________________________________________________________________________ ~?.9-7: ~1} ___ P.~~ -~e_r~?.!l~?-~ J\:i:tel:~yse ________ ... __ . __________ ..... _ .. _____ ...... ___ ... ________ .. _____________ ... _________ .. _ .. _}~~

!:~- --- - - ~~!!.~~~~-~~~~~~~~~-- -- - --- - -·- -- ---- --- -------- -- ---- --- --· · ···----- -- ----- - ------- ·-··· ·· · · · ·------ - - - -- -- ---- -- -- -- --·- ·---~??. !}?. ...... ~~~Sp~~~~~ ~~~ -~~~-~?-~~~~!.~Pr:~c_h.~~--------------------------····--··------··········-·-··----···-············- ~?.?.

7.13.l Der Mitarbeiter als Kunde 338

?:~~:~-- A~~~!l.?.~~-~-~f-~~~-~!l~~-~!1.~.h.~~!l~~P~Ci~~---· · - · --·-- - --- -- ----- -··------------·--··-·-·--·--- .. ?.?.?. 7.13.3 Wie wir Informationen verarbeiten 339 ------··-··-----------------------------------------------------------------------------------------------·······----------- ---------------·-----

!:~~- - - - - P~~y~~~Il-~~~-~-h.~~~~~~~-~~-~~~-- - ···· ···--- ---- - ---- ·--·-- - - --- - - - -- -------- -- --- --- --- -- -- --- - ---·· · ··---·---·-- - -- - -~-~ 7.14.l Und Ihre Vision? 344 7.14.2 Elemente einer Vision 345

8 Die Checkliste zum Change 347

Danksagung 353

Zu guter Letzt 355

Der Autor 357

Literaturverzeichnis 359

Stichwortverzeichnis 365

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