Forandring som vilkår: Et casestudie i SKATs kontor Dataanalyse om psykologiens betydning for forandringsprocesser

Tanja Rune Pedersen & Betina Svare

Student thesis: Master thesis


The purpose of this thesis was to investigate the processes of change, and gain an understanding of what happens to people when exposed to radical changes in their workplace. An office manager in The Data Analysis Section of the Danish public organization SKAT contacted us, as he wanted our help to understand and improve his change management. The Data Analysis Section develops IT models called machine learning, in order to streamline and optimize processes throughout the organization. The Data Analysis Section felt that machine learning could make effective changes, but that people in the organization did not embrace the machine learning.
To understand what happens in the process of generating and implementing the models, we interviewed the office manager and seven of his analysts, and eight people who had received models from The Data Analysis Section. In addition to conducting interviews, we observed two meetings to better understand the interactions between the departments.
We primarily have a social constructivist lens, but the thesis also includes some realistic theories to give a more varied picture of the processes. We have included theories about communication, change management, sensemaking, storytelling, habits, learning, and resistance to change. These theories have taken us through an interesting analysis, which we present with quotes from our sixteen respondents. It is our understanding that the analysis could have been enriched with theory about motivation and culture.
During this thesis we found that inadequate communication was the main reason the changes did not occur as intended. To improve future processes, The Data Analysis Section must improve the cooperation and communication within the organization. The Data Analysis Section needs to include product users in the process of developing models, both to improve the models, but especially to make it easier for the people to accept the changes. When a model is developed and ready to be used, The Data Analysis Section must concentrate on the implementation process and use the communication recommendations from this thesis. It is important that The Data Analysis Section understands the process of change and improves the quality and the quantity of the section’s communication. If The Data Analysis Section is unable to do this, then someone else must take on this task. This must be prioritized. The Data Analysis Section can make a huge difference in SKAT. A difference The Danish Society can benefit from. However, for proper implementation, communication skills must be improved.

EducationsMSc in Psychology, (Graduate Programme) Final Thesis
Publication date2017
Number of pages226