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How can you handle resistance and feedback from process owners and users during improvement initiatives?

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Process improvement initiatives are often met with resistance and feedback from the process owners and users who are affected by the changes. How can you handle these challenges and ensure a successful outcome for your project? In this article, you will learn some practical tips and strategies to deal with the common sources of resistance and feedback, such as fear of change, lack of involvement, conflicting interests, and unclear expectations.

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Mohammed Habeebulla

Operations and Engagement Excellence

1 Understand the root causes

The first step to handle resistance and feedback is to understand the root causes behind them. Resistance and feedback are not necessarily negative or irrational; they can indicate genuine concerns, needs, or preferences of the process owners and users. By listening empathetically and asking open-ended questions, you can uncover the underlying issues and motivations that drive their reactions. This will help you to address them more effectively and build trust and rapport.

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Mohammed Habeebulla

Operations and Engagement Excellence
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Identify ways to make the process inclusive of process owners so that they own the change and be party to the solution and outcomes.

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2 Involve the stakeholders

The second step to handle resistance and feedback is to involve the stakeholders throughout the improvement initiative. Stakeholders are the people who have a stake in the process, such as the process owners, users, customers, suppliers, managers, and regulators. By involving them in the process design, analysis, improvement, and implementation stages, you can gain their input, feedback, buy-in, and support. You can also leverage their expertise, experience, and insights to improve the quality and relevance of the solutions.

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Courtney Jeffrey

Experienced Lean and Continuous Improvement Practitioner, LSSBB, PMP, BBA #lean #CPI #leanconsultant #projectmanagement
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There are a few elements that are essential to facilitating successful initiatives. One, you must select projects that align with the strategic goals of the enterprise. Ideally, these projects would either derive from issues that have been identified at the top of the business or from confidence placed in the project performer at the executive level. The next essential element is stakeholder involvement and buy-in. It is crucial to identify all of the involved parties of any process and ensure they have a voice in identifying and agreeing to the issues in the as is state. They are also vital in identifying the direction the improvements should take and the gap between the as-is and future state.

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3 Communicate the benefits

The third step to handle resistance and feedback is to communicate the benefits of the improvement initiative to the stakeholders. Benefits are the positive outcomes or value that the improvement initiative will bring to the process, such as increased efficiency, quality, customer satisfaction, or revenue. By communicating the benefits clearly and consistently, you can create a compelling vision and a sense of urgency for the change. You can also address the common fears and objections that the stakeholders may have, such as losing control, skills, or resources.

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Jyoti Arora

Open to work ? 6 years at tech start-ups ? Program and Project Management ? Strategy & Operations ? Cross-Functional Leadership ? Customer Experience
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Communication is absolutely necessary for any project to succeed. Besides the north-star metric, a process designer/project manager should consistently emphasize on the outcome of the project in their communication with the involved stakeholders for this not only helps keep everyone aligned and the project on track but also creates a sense of collective ownership and achievement.

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4 Manage the expectations

The fourth step to handle resistance and feedback is to manage the expectations of the stakeholders. Expectations are the beliefs or assumptions that the stakeholders have about the improvement initiative, such as the scope, timeline, resources, roles, responsibilities, or results. By managing the expectations realistically and transparently, you can avoid misunderstandings, conflicts, or disappointments that may arise during or after the improvement initiative. You can also set clear goals, milestones, and criteria for measuring and evaluating the success of the improvement initiative.

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5 Provide the support

The fifth step to handle resistance and feedback is to provide the support that the stakeholders need to adapt to the change. Support can include training, coaching, mentoring, feedback, recognition, or incentives that help the stakeholders to acquire the new skills, knowledge, or behaviors that are required for the improved process. By providing the support adequately and timely, you can reduce the anxiety, frustration, or resistance that the stakeholders may feel during the transition. You can also increase their confidence, competence, and commitment to the change.

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6 Monitor and improve

The sixth step to handle resistance and feedback is to monitor and improve the process and the change. Monitoring and improving involve collecting and analyzing data, feedback, and observations on the performance, outcomes, and impacts of the improved process and the change. By monitoring and improving continuously, you can identify and address any issues, gaps, or opportunities that may emerge during or after the improvement initiative. You can also celebrate and share the achievements, lessons, and best practices that result from the improvement initiative.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Skip Kavanaugh CSSBB, CCRMP

Sales & Operations Manager | Transportation and Logistics | Six Sigma | Salesforce | Change Management | Continuous Improvement | Revenue Growth and Cost Savings | Agile & Predictive Project Management
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Find your champions. Identify individuals who have influence, credibility, and a positive attitude toward the change. Look for people who are respected within their teams or departments and are willing to support the change initiative. Equip your change agents/champions with the necessary knowledge and resources related to the change initiative. Define the roles and responsibilities of change agents/champions. They should understand their roles in promoting and facilitating. Develop a communication plan that outlines what key messages should be conveyed regarding the change. Empower change agents/champions to be advocates for the change. Provide them with the tools for gathering feedback and addressing common concerns.

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Jyoti Arora

Open to work ? 6 years at tech start-ups ? Program and Project Management ? Strategy & Operations ? Cross-Functional Leadership ? Customer Experience
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A few approaches that have worked well for me in the past include: 1. Doing a pre-mortem of the proposed process change or initiative to anticipate and prepare for queries and resistance that may arise. 2. Organizing regular training and feedback sessions to clear doubts and cultivate a sense of ownership amongst all stakeholders. 3. Using a before-and-after communication style and visual aids to help them realize the benefits of the proposed change/initiative.

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How can you handle resistance and feedback from process owners and users during improvement initiatives?

1

2

3

4

5

6

7

1 Understand the root causes

2 Involve the stakeholders

3 Communicate the benefits

4 Manage the expectations

5 Provide the support

6 Monitor and improve

7 Here’s what else to consider

Process Design

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How can you handle resistance and feedback from process owners and users during improvement initiatives?

1

2

3

4

5

6

7

1 Understand the root causes

2 Involve the stakeholders

3 Communicate the benefits

4 Manage the expectations

5 Provide the support

6 Monitor and improve

7 Here’s what else to consider

Process Design

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