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How do you deal with resistance and conflict among your team members and other parties during a BPR project?

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Business process re-engineering (BPR) is a radical redesign of an organization's core processes to achieve significant improvements in performance, quality, and customer satisfaction. However, BPR is not an easy or risk-free endeavor. It often involves major changes in the way people work, communicate, and collaborate, which can trigger resistance and conflict among your team members and other parties involved in the project. How do you deal with these challenges and ensure a successful BPR outcome? Here are some tips and strategies to help you.

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1 Understand the sources of resistance and conflict

Resistance and conflict can arise from various sources during a BPR project, such as fear of losing jobs, power, or control, lack of trust or commitment, misunderstanding or disagreement on the project goals, scope, or methods, competing interests or agendas, or cultural or personality differences. To deal with these issues effectively, you need to understand where they are coming from, who is affected, and how they impact the project. You can use tools such as stakeholder analysis, risk assessment, or conflict management styles to identify and evaluate the sources of resistance and conflict.

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Todd Craighead

Business Transformation Coach
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In my experience, not only is resistance in a BPR project likely, it is inevitable. Tools such as stakeholder analysis and risk assessment are helpful to identify the sources of resistance. The most important step in designing the BPR project is to develop a clear vision for planned changes and alignment on objectives with the sponsoring leadership team. The leadership team must own the change, communicate the vision, and stay unified and steadfast when faced with the inevitable resistance.

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2 Communicate clearly and frequently

Communication is key to overcoming resistance and conflict in a BPR project. You need to communicate the vision, purpose, and benefits of the BPR project to all stakeholders, especially those who are directly affected by the changes. You also need to communicate the roles, responsibilities, and expectations of each team member and party, and provide regular feedback and updates on the project progress and outcomes. You should use various channels and formats to communicate, such as meetings, workshops, newsletters, emails, or intranet, and tailor your messages to suit the needs and preferences of different audiences.

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Todd Craighead

Business Transformation Coach
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Communication is certainly key to overcoming resistance in a BPR project. However, there is a fine line between increasing frequency to keep affected stakeholders aware and involved and communicating so frequently that design isn't fully complete. In a prior project, I observed the difficulty of maintaining the balance. The approach for this BPR project was very collaborative but the collaboration somewhat blurred the lines of decision authority (i.e., who could provide input and who ultimately owned final decisions). Additionally, this frequent communication was used by affected stakeholders to question feasibility/readiness when specific design decisions weren't scheduled until later in the project.

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3 Involve and empower your team and stakeholders

One of the best ways to reduce resistance and conflict in a BPR project is to involve and empower your team and stakeholders in the design and implementation of the new processes. You can do this by soliciting their input, suggestions, and feedback, by giving them opportunities to participate in decision-making, by delegating tasks and authority, and by providing them with training and support. By involving and empowering your team and stakeholders, you can increase their ownership, engagement, and satisfaction with the BPR project, and leverage their knowledge, skills, and creativity.

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4 Negotiate and compromise when necessary

Sometimes, resistance and conflict in a BPR project cannot be avoided or resolved easily. In such cases, you may need to negotiate and compromise with your team members and other parties to find a mutually acceptable solution. You can use techniques such as active listening, empathizing, reframing, or brainstorming to understand the underlying needs and interests of each party, and to generate alternative options that can satisfy them. You should also be flexible and willing to adjust your plans or expectations when necessary, as long as they do not compromise the overall goals and quality of the BPR project.

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5 Celebrate and reward achievements and contributions

Another way to deal with resistance and conflict in a BPR project is to celebrate and reward the achievements and contributions of your team and stakeholders. You can do this by acknowledging and appreciating their efforts, by providing positive feedback and recognition, by sharing success stories and testimonials, or by offering incentives or rewards. By celebrating and rewarding your team and stakeholders, you can boost their morale, motivation, and loyalty, and reinforce the positive outcomes and benefits of the BPR project.

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6 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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Keynes Austin

Strategic CX Transformation Expert | SAP Products & Consultancy Specialist (Sales & Service Cloud - V2) | Freelance Contractor | Let's Drive SAP Success Together!
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Secure strong leadership sponsorship for the BPR project. A visible, committed leader can significantly reduce resistance. Find individuals within your team or organization who have influence and tend to be early adopters. Enlist their support to help champion the changes and influence others.

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How do you deal with resistance and conflict among your team members and other parties during a BPR project?

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1 Understand the sources of resistance and conflict

2 Communicate clearly and frequently

3 Involve and empower your team and stakeholders

4 Negotiate and compromise when necessary

5 Celebrate and reward achievements and contributions

6 Here’s what else to consider

Business Process Re-engineering

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