TITLE : MAKING CHANGE HAPPEN: A STEP-BY-STEP GUIDE.

 
CONTENTS
 
List of Illustrations  vii
 
Acknowledgements  ix
 
Introduction  xi
 
1  The Need to Respond  1
 
2  Self-Assessment for Change  18
 
Case Study 1: UK Food Manufacturer  28
Case Study 2: US Systems House  29
Case Study 3: SGB Contracts Division  30
Case Study 4: Zytec Corporation  31
 
3  Getting the 'Right' Results  44
 
4  Service  84
 
Case Study 5: Metropolitan Life  97
Case Study 6: ABB Asea Brown Boveri  98
 
5  Ideas  126
 
Case Study 7: Lucas Diesel Systems  133
Case Study 8: AMP  136
 
6  People  150
 
Case Study 9: American Airlines  158
 
7  Leadership  170
 
Case Study 10: Levi Strauss  179
Case Study 11: Goodyear  180
 
8  Administration  193
 
Case Study 12: Xerox  201
Case Study 13: The New England  203
Case Study 14: Technology for a Structureless Workplace  206
Workplace  206
 
9  Conclusion  219
 
Index  231