Measuring change management in manufacturing processes : a measurement method for simulation-game-based process development

The aim of this research is to find an answer to the research problem, which is "How can change management be measured in order to help manufacturing companies develop their manufacturing processes?" To solve the research problem, a constructive action research method is applied. The proposed solution to the research problem, i.e., a change management measurement system, is developed based on principles found in project management literature, process change management literature, performance measurement literature, three consultant surveys, and three case projects. Two of these three case projects applied simulation games as developmental tool, while one applied computer simulation. The proposed change management measurement system is evaluated through these three case projects, and thereafter both practised and further elaborated through two new case projects. The two new case projects are compared for gaining more sophisticated understanding of emerging patterns, and improvement suggestions for simulation-game-based change process utilising the change management measurement system are brought forward. Finally, the results are discussed, and the research and its contribution are evaluated through the quality criteria developed for this research. The measures in the change management measurement system are classified into two types: the first type gauges change project management itself, and the second assesses the outcomes of the change project, i.e., the improvements gained in manufacturing operations. Both of these types are measured in three dimensions: human resources, processes and technology, which are further divided into effectiveness and efficiency. Effectiveness is defined as the external, strategic performance: "doing the right thing," where strategically correct processes are developed, and strategically sound targets are pursued.

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