Organisational quality & organisational change : interconnecting paths to effectiveness

Abstract

Which comes first - quality or change? Quality enhancement initiatives aim to achieve organisational fitness for purpose. As such a change from the status quo is assumed. Managing change is thus inherent in organisational quality enhancement. Managing organisational change and managing organisational quality go hand-inhand. This discussion focuses firstly on organisational quality - what quality means, why it is important and the means for achieving quality. The focus then shifts to effective management of organisational change including the nature of change and the high failure rate of change initiatives. Many models, approaches and prescriptions for understanding, and effectively managing, change are available. Two are discussed here: Kotter’s eight step model of change and Doppelt’s seven point “wheel of change”. Commonalities and differences of the two approaches are examined and pointers to “green” and “red” lights for change managers are highlighted. A large scale organisational reform program at La Trobe University (Australia) provides a case study of complex change in progress. Kotter and Doppelt’s frameworks are used to reflect on aspects of that organisation’s experience of working with change. The discussion concludes by returning to the theme expressed in the title of this paper – quality and change go hand-in-hand. Libraries and librarians operating in an environment of rapid and complex change should add to their managerial “toolkits” an understanding of the intersecting issues of organisational quality and organisational change, and a proactive approach to managing both.