O'Reilly logo

Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 14. The Seven Dynamics of Change

In the end, this book is about change, constant and never-ending change, and building an organization where change is second nature to all involved.

An organization that gives its people power over their own destiny, especially in the face of constant change and growth, is an organization with highly charged and energized people.

The core principle: People don't mind change. They mind being changed.

In order to understand that statement, it is necessary to understand more specifically why people resist being changed or even change itself. This chapter will describe the dynamics of change and will propose a process for dealing with change from a leader's perspective.

The change process described has been used ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required