Problem
Integrated Health was a large private, nonprofit health care system located in Tempe,Arizona. A year ago, the decision was made to implement a computerized medication administration record (MAR) at Integrated Health. During the first year, the MAR system would be implemented at Central Hospital of Tempe. After the "bugs" were worked out, the computerized MAR would be implemented system-wide. The MIS department at Central Hospital was designated as the initiator and direction setter for the project. Art Smith, the Chief Information Officer at Central Hospital assigned Kate Cohen, a programmer/analyst, as project leader. Kate had the responsibility for developing and implementing the MAR project at Central. Kate did the programming work for the MAR and assembled a team from Pharmacy Services, Nursing Services, and Internal Auditing. Members of the project team provided feedback on the software, made suggestions related to user training, and worked on an implementation schedule. Both team members and outside observers recognized the difficulty in developing and implementing the MAR in one year. Nurses' antagonism toward the project surfaced after their suggestions and recommendations were rejected without explanation. The MAR project was also affected when a management "shakeup" occurred during the project development phase. The MAR was implemented and immediately failed. By 10:00 a.m. on the first day of the implementation, users complained that the system did not work and was too complicated. After hearing nurses' complaints, physicians expressed concern about patient safety. At 1:30 p.m., Central Hospital's computer system crashed, and the MAR project was suspended. Early the next morning, we find Kate contemplating what she is going to say when she meets with Central Hospital's management group later in the afternoon.
A. Provide a summary of your understanding of the change management issues involved in the case
B. Examine the case using a change management model
C. Evaluate the importance of a change agent
D. Discuss the resistance to change in the case and the strategies that can be adopted to reduce the resistance
E. Evaluate the importance of trustworthy leadership and trusting followers in managing change in the case
F. Discuss the importance of culture in case
G. Discuss the importance of assessment tools in the situation presented