The motivation behind this research is the prevalence of challenges and ambiguity associated with successful organizational change and the numerous available approaches in dealing with these challenges and ambiguity. Many definitions and methods have been suggested to manage change; however, organizations still report a high failure rate of their change initiatives. These high failure rates highlight the continuing need for research and investigation, and imply a lack of a valid framework for managing successful organizational change. This dissertation critically reviews the concept of having one change approach as the “silver-bullet”. In pursuit of this goal, this research contributes a roadmap to the change management literature and provides definitions for describing change types, change methods and change outcomes. This dissertation also develops a conceptual model that proposes relationships and connections between the change types, change method and change outcomes that is assumed to enable successful change. To validate the research conceptual model, two hypotheses were developed and a self-administered survey was created and administered (paper survey and online). The respondents were professionals involved in change projects in the Central Florida region. The unit of analysis in this research was a completed change project. Respondents were asked to complete the survey for two different projects: a successful project and an unsuccessful iii project. Statistical processes were applied to verify the conceptual model and test the research hypotheses. Based on the data collected, exploratory factor analysis was used to verify the validity and reliability of the conceptual model measures. Results of the hypotheses testing revealed that there are relationships between the complexity of the change type and the use of change methods that significantly relate to successful change. The results also revealed that the alignment of the change type and change methods significantly relates to successful change. From the viewpoint of change project managers, the results of this dissertation have confirmed that the complexity of the change project type negatively correlates with change success and the increased use of change methods positively correlates with change success. The results also confirmed that the methods that highly correlate to change success address the following: (a) the situation that needs changing, (b) the proper implementation of change, (c) the establishment of suitable plans and controls to sustain change, and (d) the presence of a credible team leader who influences the major decisions during the change project.

<p> Business process redesign (BPR) has been studied extensively since its initial widespread application in the late 1980s. Although a great deal has been learned by both practitioners and researchers about the best ways to use BPR for business process improvement, the overall failure rate of BPR projects is still reported to be high. This failure rate indicates that there is still a need for a comprehensive success factor model, validated with empirical evidence, to provide direction to practitioners that will help to improve the outcomes of business process redesign projects. Up to this point, few studies have identified and empirically tested the possible facilitators of BPR project success. </p> <p> This is an exploratory study, where Social-Technical Theory was applied in the context of BPR project implementation to explain the impact of success factors on BPR project success. The proposed conceptual research model includes the following factors: BPR project champion, top management support, change management, process redesign, and Information and Communication Technology Infrastructure (ICTI) improvement. The model considers critical factors from both the social and technical aspects of BPR project practices and the relationships among them. Facets of BPR project outcomes, including operational quality improvement, organizational quality improvement, cost savings, and productivity, were also examined. </p> <p> A survey of 145 managers and executives from medium and large-sized companies was used to validate the model. The results show that a BPR project champion is a critical success factor for BPR project success, mediated through top management support, and that top management support must be emphasized through the whole BPR project implementation procedure. More specifically, change management has a better likelihood of success if it is strongly supported by top management, while other factors play an important role in helping to encourage process redesign and ICTI improvements. </p> <p> This study also shows that three BPR project implementation components: change management, process redesign, and information and communications technology infrastructure (ICTI) improvement, are all critical to BPR project success. However, change management occupies the most important position because it impacts significantly the success of all four facets of BPR project outcomes (operational quality improvement, organizational quality improvement, cost savings, and productivity). Among these outcomes, the study showed that productivity is no longer the top focus of companies; instead, operational quality and organizational quality have become more important. </p> <p> This study makes a significant contribution to both theory and practice. The establishment of a BPR project implementation model based on socio-technical theory, and the development of new instruments for change management and process redesign, provide a foundation for future BPR project research. With respect to practice, the specification of three BPR project implementation components presents managers with clear guidance regarding BPR project implementation. The validated model will help practitioners to understand in advance what major obstacles they may face (change management, process redesign, or information technology) and how they should implement BPR projects in a way that will achieve their expected goals. </p> <p> As such, this study represents a significant advance over the existing literature, in the development of a valid model to explain the relationships between success factors and outcomes within a BPR project context. </p> / Thesis / Doctor of Philosophy (PhD)

Change management is an increasingly prominent and complicated topic. In the postmodern digitized society, Sweden is believed to be at the forefront, yet in Swedish radio, information experts claim that the country is far from able to manage a crisis. Experts elaborate that in a disaster where large populations must be evacuated between municipal borders, there will be complications for essential care as medical records will be locked in different systems across these borders. The digitalization authority DIGG was for this reason founded in 2018 to facilitate the development of public service, building blocks, and ensuring public service is accessible to everyone in Sweden. DIGG further assists, develops, and encourages certain merges of processes that would prepare Sweden for such crises experts warn. This paper is a qualitative case study to examine obstacles change managers in digitized postmodern society encounter while leading modern autonomous organizations to the fragmented, heterogeneous postmodern era. To explore this subject, a case study at DIGG was conducted as they act as the change agent for Swedish authorities to implement digitized solutions. The theoretical framework is built on the history and shift from modernity to postmodernity, and additionally, how change management has changed collectively with digitalization. The data was further generated through semi-structured interviews with change managers at DIGG who work closely with this task. Change managers at DIGG in the fragmented postmodern society face challenges due to the demand for customized solutions and limited flexibility from other authorities. Rigid bureaucratic structures persist, but Swedish authorities are adopting a postmodern adaptation to enhance flexibility. There is a growing emphasis on customer orientation and the development of inclusive solutions. unique approaches are needed for each change adaptation, highlighting the need for the public sector to become more individualized, customer-oriented and align with evolving needs.

Inspired by my personal interest in the topic of dramaturgy, coupled with the continuous change programmes that Shell Oman Marketing Company (SOMC) adopts in many areas, this research attempts to explore the role of dramaturgy (Goffman 1956) in change management in SOMC. The primary question that this thesis addresses is: What is the role, impact and potential of dramaturgy in change management in SOMC? The objective is to examine the ability of dramaturgy to offer an effective method for managing change, and one that will eventually be used as an integral part of effective change management programmes in SOMC. The research consists of a case study of installing Closed Circuit Television (CCTV) system cameras in the offices of SOMC. The research was a qualitative study, conducting 22 semi-structured interviews along with unstructured observations of meetings and engagements. The research concludes that front stage performances and backstage performances are witnessed extensively in SOMC, and concludes that the boundary between front and backstage is blurred, that stories, metaphors and body language play an important role in performances, and that the audience perception of the authenticity, sincerity and genuineness of the performers is a key factor in their acceptance of the message. This research identifies a number of themes that can be added to the existing literature. The study highlighted the importance of ‘Alignment’ as a way of explaining the work that goes on in backstage and front stage performances, much part of living organisations. The term found extensively in organisational life at SOMC and many other organisations. Backstage meeting often has the goal of aligning participants to the message that has to be conveyed – the coordinated front stage performance. Therefore, alignment is a key element of the rehearsals and practices for the frontstage performances, and in bringing together the supporting team and loyalists. Another contribution of this research that is not available in other studies is that the importance of context and culture. That although metaphors and storytelling are used in many organisations across the world, they resonate particularly with Omanis because they are part of their history and culture. Hence using storytelling and metaphors in performances in SOMC can have a huge help connecting the audience with the performance.

We propose a framework for managing changes in Long term Composed Services (LCSs). The key components of the proposed framework include a Web Service Change Management Language (SCML), change enactment, and change optimization. The SCML is a formal language to specify top-down changes. It is built upon a formal model which consists of a Web service ontology and a LCS schema. The Web service ontology gives a semantic description on the important features of a service, including functionality, quality, and context. The LCS schema gives a high-level overview of a LCS's key features. A top-down change is specified as the modification of a LCS schema in the first place. Change enactment is the process of reacting to a top-down change. It consists of two subcomponents, including change reaction and change verification. The change reaction component implements the proposed change operators by modifying a LCS schema and the membership of Web services. The change verification component ensures that the correctness of a LCS is maintained during the process of change reaction. We propose a set of algorithms for the processes of change reaction and verification. The change optimization component selects the Web services that participate in a LCS to ensure that the change has been reacted to in the best way. We propose a two-phase optimization process to select services using both service reputation and service quality. We present a change management system that implements the proposed approaches. We also conduct a set of simulations to assess the performance. / Ph. D.

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Information är något som i dagens samhälle ständigt expanderar och utökas varje dag. För mycket information kan ofta leda till komplexa förhållanden i verksamheter, framförallt när det kommer till hantering av produktinformation. Syftet med denna studie är att ta reda på vilka utmaningar och möjligheter verksamheter ställs inför vid ett införande av ett Product Information Management (PIM)- system, ett system som litteraturen säger krävs i en verksamhet för att bemästra komplexa förhållanden som ofta uppstår vid en omfattande hantering av produktinformation. Genom en kvalitativ datainsamling med induktiv ansats genomfördes fyra intervjuer med personer på ett företag som idag har en relativt komplex lösning för hantering av produktinformation. Undersökningen utgick ifrån två teman, utmaningar och möjligheter, för att ta reda på informanternas åsikter kring ett införande av ett PIM-system i verksamheten. Resultatet visade på en relativt enad bild bland informanterna över vilka utmaningar och möjligheter som företaget står inför vid ett införande av ett PIM-system. Studiens teoriområden kunde sedan styrka det resultat som framkommit utifrån empirin och påvisade att utmaningar och möjligheter representerades av totalt fem faktorer. Utmaningar utgjordes av språk och förändring medan möjligheter utgjordes av innehåll, central källa för information samt spårbarhet/navigering. / Information is something that in society is constantly expanding every day. Too much information can often lead to complex business conditions, especially when it comes to managing product information. The purpose of this study is to find out which challenges and opportunities businesses face when introducing a Product Information Management (PIM) system, a system that the literature say is required in an effort to master complex conditions that often arise in a comprehensive handling of product information. Through a qualitative data collection with an inductive approach, four interviews were conducted with individuals at a company that today has a relatively complex solution for managing product information. The investigation was based on two themes, challenges and opportunities, to find out the informants' views on the introduction of a PIM system in the business. The result showed a relatively united image among the informants on the challenges and opportunities that businesses face when introducing a PIM system. The theoretical areas of this study could then strengthen the result that emerged from empirics and demonstrate that challenges and opportunities were represented by a total of five factors. Challenges consisted of language and change while opportunities consisted of content, central source of information as well as traceability/navigation.

Bygg- och fastighetssektorn står för cirka 20 procent av Sveriges totala växthusgaser. I taktmed att regeringen ställer allt högre krav för att minska utsläppen så har byggbranschen enlång väg kvar att gå. Sektorn behöver ställa om och minska sitt utsläpp för att klimatneutralitetår 2045 skall komma att bli verklighet.Ett sätt i rätt riktning är att material återbrukas i nya projekt istället för att slängas i containraroch därmed aldrig komma till användning. I denna rapport kommer projektörer ochbyggchefer som gjort ett aktivt val att inte köra iväg återbrukbart material lyftas. Derashistorier kommer att genomsyra denna rapport för att skapa ett incitament förmaterialåterbrukets förmåga att inte bara skapa nya historier på nya platser men också för atthjälpa sektorn och kommande generationer för en klimatsmartare planet.Syftet med arbetet är att ta reda på vilka byggnadsmaterial och inventarier som Skanska kan fåmest nytta av att återanvända samt betrakta den lönsamhet dessa byggnadsmaterial skulle geom de selektivt kunde återanvändas.Vidare i studien presenteras rådande utmaningar som föreligger för att material ska kunnaåterbrukas. Några exempel som denna rapport vidrör är garantier och kvalitéer för diversematerial och processförändringar som Skanska står inför. Fortsättningsvis krävs att innovativalösningar och att det finns engagemang från start för att återbruk ska fungera i samtligaprojekt. / The construction sector accounts for approximately 20 percent of Sweden's total greenhousegasses. As the government sets ever higher requirements to reduce emissions, the constructionindustry has a long way to go. The sector needs to adjust and reduce its emissions in order forclimate neutrality to become a reality in 2045.One way in the right direction is for materials to be reused in new projects instead of beingthrown into containers and thus never being used. In this report, designers and constructionmanagers who have made an active choice not to drive away reusable material will behighlighted. Their stories will permeate this report to create an incentive for materialsrecycling's ability to not only create new stories in new places but also to help the sector andfuture generations for a climate friendly planet.The purpose of the work is to find which building materials and fixtures that Skanska canbenefit from reusing as well as consider the profitability these building materials wouldprovide if they could be selectively reused.Furthermore, the study presents current challenges that exist in order for materials to bereused. Some examples that this report touches on are guarantees and qualities for variousmaterials.Reuse can become a reality in the future if the projects come up with more innovativesolutions and involvement from the start of the project for reuse to be efficient.

Unternehmen stehen vor der Herausforderung, effizient und kostengünstig zu produzieren. In diesem Zusammenhang kommt dem Industrial Engineering (IE) eine hohe Bedeutung zu, denn es besitzt das Potenzial zum ganzheitlichen Produktivitätsmanagement über den gesamten Produktentstehungs- und herstellungsrozess sowie alle Unternehmensbereiche. Dieses Potenzial wird zwar mittlerweile von einer Vielzahl von Unternehmen erkannt, jedoch kaum genutzt, was insbesondere in einem fehlenden Konzept für das ganzheitliche Industrial Engineering im Unternehmen begründet liegt. Daher wird ein fundamentales „Reengineering“ des Industrial Engineerings notwendig, das im Kontext des Zusammenwirkens von Mensch, Technik und Organisation, den Mitarbeiter in den Fokus seiner Aktivitäten rückt. Im Rahmen der vorliegenden Arbeit wird deswegen erstmals eine Gestaltungssystematik für das Industrial Engineering vorgestellt. Diese gibt Hilfestellung für die Implementierung des Industrial Engineerings im Unternehmen und speziell an ausländischen Standorten, um durch eine geeignete Gestaltung der Aufbauorganisation dessen adäquate Einbindung im Unternehmen sicherzustellen. Zudem liefert die Gestaltungssystematik wertvolle Hinweise sowohl für die Personalauswahl als auch den Personaleinsatz im IE. Ferner unterstützt ein Leitfaden für das kulturadäquate Change Management die Durchführung von Gestaltungs- und Rationalisierungsvorhaben im Rahmen der eigentlichen Tätigkeit des Industrial Engineers im internationalen Kontext.:1 Einleitung 2 Stand der Wissenschaft und Praxis auf dem Gebiet des Industrial Engineerings 3 Theoriegeleitete Entwicklung eines Ansatzes für das interkulturelle Management im iIE 4 Theoriegeleitete Entwicklung eines Ansatzes für das Change Management im iIE 5 Entwicklung einer Gestaltungssystematik für das „integral Industrial Engineering“ 6 Evaluation der entwickelten Gestaltungssystematik 7 Zusammenfassung und Ausblick / To cope with tough international competition, companies are faced with the demand for highly efficient and productive manufacturing as well as service processes and the need to identify potential for rationalization in order to ensure the economic performance of the company. Industrial Engineering is playing a key role in planning and optimizing work systems and processes in ergonomic as well as economical terms to improve enterprise's productivity. Currently there is no common understanding of IE, of its specific functions as well as its organizational fixture in enterprise's praxis. Because of this lack between research and practice, enterprises waste the potential of IE for the increase in productivity. To overcome the problem of a missing holistic approach for the continuous productivity management, a systematic approach for the full potential utilization of IE will be introduced. This firstly facilitates the institutional configuration of a human-oriented IE in enterprises of the manufacturing and the service sector and secondly helps to realize measures of work design as well as work rationalization by means of a strong change management. Thus, the developed design approach systematically contains dimensions and parameters for the implementation of an overall Industrial Engineering enabling to unleash productivity potentials by considering the technology as well as the human factor and organizational conditions. Furthermore, for the first time the intercultural differences influencing the Industrial Engineering on the functional, structural and personnel level are explicitly considered in the novel approach. From a practice-oriented point of view, the approach helps to give concrete recommendations for the implementation of the Industrial Engineering as well as for the job of the Industrial Engineers being sent as expatriates to Poland or the Czech Republic.:1 Einleitung 2 Stand der Wissenschaft und Praxis auf dem Gebiet des Industrial Engineerings 3 Theoriegeleitete Entwicklung eines Ansatzes für das interkulturelle Management im iIE 4 Theoriegeleitete Entwicklung eines Ansatzes für das Change Management im iIE 5 Entwicklung einer Gestaltungssystematik für das „integral Industrial Engineering“ 6 Evaluation der entwickelten Gestaltungssystematik 7 Zusammenfassung und Ausblick

Abstrakt (Svenska) - Vikten av att ha effektiv hantering av kundrelationer (CRM) inom företag väger mycket, för att på ett lyckat sätt öka förståelsen och samarbeten med kunder. Företag ändrar eller uppdaterar sina CRM system för att kunna öka arbetseffektiviteten. Kunder och marknad utvecklas ständigt, och för att kunna följa upp med större datamängder och ökad konkurrens bör företag använda sig utav effektiva sätt att arbeta på, när det gäller hjälp med att göra data mer tillgängligt. Om företag inte framgångsrikt integrerar sina CRM system kan de halka efter och försämras. Ett byte gällande CRM är oftast bestämt av ledning och ifrågasatt av de faktiska användarna. Mottagarna av förändringen upplever ofta osäkerhet och tvivel. I denna avhandling beskriver vi hur vår forskning kring CRM processer, CRM system och intressenterna i fallföretaget, leder till att hitta utmaningar och behov. Vårt främsta bidrag är vår analys av rekommendationer baserade på våra resultat, som kan användas som underlag för att skapa en kravspecifikation av fallföretaget. Med de empiriska uppgifter som samlas in i vår avhandling strävar vi efter att hjälpa fallföretaget och andra organisationer i deras process att implementera ett nytt CRM system. / Abstract (English) - Efficient Customer Relationship Management (CRM) is critical for successful understanding and collaboration with Customers. Companies frequently change or update their CRM systems in order to increase their work effectiveness. Customers and markets are always evolving and in order to keep up with increasing amounts of data and competition, companies should use efficient ways of working, regarding assistance in making data more accessible. If companies do not successfully integrate their CRM systems they risk falling behind other possible competitors and deteriorate. Change is often approved by those who are commanding it and questioned by those who receive it. The recipients of the change often experience uncertainty and hesitation. In this thesis, we describe how our research of CRM process, CRM systems and the stakeholders within the case company lead to finding challenges and needs. Our main contribution is the analysis of recommendations based on our findings, which can be used as a basis for creating a requirement specification in the context of integrating a new CRM system. With the empirical data collected in our thesis, and with the literature that we reviewed, we aim to assist the case company and other organizations in their process of implementing a new CRM system.