14/05/2024
OPERATIONAL FEAR OF PERFORMANCE DASHBOARDS
Over the last couple of years, I have come to understand that when organisations transition from paper based reports, or fragmented reports that cannot be seen to represent a bigger picture of performance, to electronic dashboards where everything can be seen, there is a huge resistance to change element concerned.
It is commonly assumed that this is due to duplication of work while systems are implemented, new processes or ways of work, acceptance levels of end users and preferences, culture etc. While these do have merit, I have found that in some instances the real resistance to change of transition from paper and fragmented systems to dashboards providing a contextual view of a person / division's performance, is actually the resistance to being exposed!
Looking into this factor, I have found that it is the fear that while persons could hide in the grey area of fragmented paper reports and emails, all their work according to their role profile, legal appointments and KPA / I are now exposed to all who have access to the dashboards. Actions that are behind, projects behind, compliance performance, budgets, HR, efficacies, planning and much more data for an individual or division is now available. Typical defenses or mitigation is that the system cannot be trusted as yet, and managers simply dismiss the use of dashboards at Board, EXCO, OPCO, MANCO levels and similar meetings because the information was not vetted by them. This is in many cases an attempt to discredit the system and create space to hide inefficacies going forward.
There is a significant element of fear of exposure that requires attention when the Management of Change process is started for a transition of this nature of reporting and monitoring. While this is a huge positive leap systemically, the humanistic element will always question the process because it threatens the safe space and comfort zone.
Key Question in Resistance to Change - Why are they resisting and to what? During this process, try to see past the obvious and find the deeper reasons. Also consider the context of the area which most resistance is coming from. Compare their performance on the dashboards vs the resistance level of those whose performance is best to assist you in finding the real reasons for resistance.
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