
22 ◾ Improving Business Process Performance
turbulent times, you should raise a creative tension. To achieve this, you must move
your organization to the point at which a natural balance is found between chaos
and order.
It does not matter whom I’m visiting or talking to when people ask:
“Mr. Raynus, how do you do change management?” I understand it’s time to
leave. ey ask this question not because they really want to know, but because
they want to blow you away. ey know they do not have an answer, but they
think they do. e reality is they really do not need an answer. e answer may
not be what they expect, but the real ques