The Change Handbook, 2nd Edition

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JOHN ANTOS

Balanced Scorecard

Managing strategy is synonymous with managing change.

—Robert Kaplan and David Norton

Handling Bags

Think about the following Southwest Airlines baggage handler, then ask yourself if you want to change your organization to have performance measures that support your organization’s goals. When asked, this baggage handler responded clearly and quickly about his performance measures to load baggage:

1. Quickly, so planes depart on time, helping to ensure passenger happiness and repeat business.

2. Carefully, so baggage is undamaged, saving money and helping to keep our customers happy.

3. Correctly, so baggage gets ...