Coaching and Change at the Southwestern Free Clinic

Purpose of the Case

• To provide an opportunity to apply the principles of organizational development.
• To evaluate an overall planned change process.
• To evaluate the design and implementation of a coaching process.

Placement in the Course

This case provides a good example of an overall planned change process. It would be ideal to cover this case after completing the chapters that make up part V of the book. It sets the context with a description of a company and its need to change culture and leadership style in order to enhance its organizational effectiveness. The design of the various elements of the planned change is presented which gives students an opportunity to reflect on this process and to consider next steps.

Overview of the Case

Southwestern Free Clinic is a free/low cost medical care clinic serving low income and uninsured members of the community. The board has become concerned about the leadership style of Leeza Smithon, the executive director of the organization. A consultant is brought in to engage the executive director in a coaching process to identify specific concerns about her leadership behavior and to develop strategies to make her more effective as a leader. Based on data collected from focus groups, surveys and an action planning retreat, a Task Force for Change (TFC) is created to bring together leaders and staff to develop recommendations for specific interventions for change. Recommendations from the TFC are presented, and students have the opportunity to critique the change process and consider actions for the future.

Question #1: Evaluate the change process at SWFC, including the coaching and action research processes.

Question #2: What do you think of the TFC's recommendations for change?

Question #3: How would you manage the year 2 process?