Introduction: Navigating Organizational Change
Change is a constant in today’s workplace, and supervisors play a vital role in helping organizations smoothly and effectively manage transitions. Change management involves guiding individuals, teams, and departments through organizational shifts, whether caused by new technologies, restructuring, updated policies, or changing goals. Successful change management requires more than just implementing new systems—it also calls for strong communication, empathy, flexibility, and the ability to lead people through uncertainty. When supervisors understand the human side of change and address employee concerns honestly and with support, they increase the chances that the change will be accepted and maintained over time.
The Rise of Artificial Intelligence in the Workplace
One of the most disruptive forces shaping modern workplaces is the rapid adoption of artificial intelligence (AI). From healthcare to finance, retail to transportation, AI tools are automating routine tasks, analyzing large amounts of data, and transforming how work gets done. While these tools promise to improve efficiency and foster innovation, they also raise complex questions about job security, skill development, and the evolving role of human workers. For supervisors, the challenge is to implement AI solutions while maintaining trust, morale, and team cohesion. This case study invites you to explore what this looks like in practice and the leadership skills needed when technology progresses faster than people can adapt.
Case 8: The AI Transition at Valley Medical Center
Maya Lopez has been a supervisor in the patient records department at Valley Medical Center for nearly eight years. Known for her ability to motivate her team and meet strict compliance deadlines, Maya has earned the trust of both her team and upper management. However, her department is now undergoing a major transformation: the hospital is introducing a new artificial intelligence (AI) tool that will automate significant portions of the records processing system, including data entry, insurance verification, and predictive scheduling for follow-ups.
While the hospital’s leadership is excited about the efficiency gains and cost savings that the AI promises, Maya finds herself caught in the middle. Some employees, especially newer staff, are enthusiastic about the change, seeing it as an opportunity to work on more meaningful tasks and learn new skills. However, others are scared and resentful. Several long-time employees have privately told Maya that the AI system might make their jobs obsolete or cut their hours. One even said, “What’s the point of working hard if we’re just going to be replaced?”
Maya personally supports the move. She believes the technology will benefit patients and reduce repetitive work. Still, she sympathizes with her staff’s concerns. Meanwhile, senior administrators are pressuring her to lead the transition quickly. She’s been asked to meet monthly adoption benchmarks, encourage employees to complete training, and “minimize friction” along the way.
At her upcoming team meeting, Maya needs to decide how to handle both the resistance and the rollout demands. Her credibility with staff and senior leadership depends on her choices. How she navigates this change could shape the future of her career.
Case Podcast
Case Questions
- Considering the conflicting pressures Maya faces — meeting the senior administration’s adoption benchmarks for the new AI tool while addressing her team’s significant concerns about job displacement and reduced hours — how should she strategically manage this change?
- Think of a time when you experienced a significant change at work, school, or in your personal life. What made that change either successful or difficult for you? Based on that experience, what advice would you give Maya as she leads her team through the adoption of AI tools?
Additional Resources
U.S. Workers Are More Worried Than Hopeful About Future AI Use in the Workplace
Professor Gandarilla's Classroom 