Customer Relationship Management: Getting It Right!

14.2. Following Change Engineering Steps

For the people component, almost the entire engineering process is the responsibility of the business team. The component steps are shown in Table 14-2.

Table 14-2. The People Component

Business View	People View
Owner's Wants View	Organizations (goals)
Owner's Needs View	Business Units (objectives)
Designer's View	Job Role
Builder's View	Change Management Plan

During strategic planning, XYZ identified the major company organizations and strategic organizational goals. Their high-level organization chart is shown in Figure 14-3.

Figure 14-3. XYZ's organization chart

We used XYZ's corporate organization chart as a check ...