CHAPTER 20

Leading Forward to World Class Excellence

Ask anyone if they want their organization to improve, and you’ll get a resounding “yes!” Ask them to go through some change initiative and you’ll likely see resistance. It’s human nature. Everyone wants excellence, but few embrace new corporate initiatives—even if they come with clichéd slogans on T-shirts and coffee mugs.

We’ve all heard the tired consultant mantra that “change is good”—so why do the majority of people resist it? The truth is, we know from personal experience that not all change is good. Everyone has a personal story where they’ve been burned by changes that were ineffective. ...

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