CHAPTER 12
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Effective Change Management
Effective improvement requires changing the fundamentals of the process or product. Experts agree: change is difficult, disruptive, expensive, and a major cause of error. Yet, there are some common reasons organizations choose to face the difficulties involved with change:
•  Leadership. Some organizations choose to maintain product or service leadership as a matter of policy. Change is a routine.
•  Competition. When competitors improve their products or services such that their offering provides greater value than yours, you are forced to change. Refusal to do so will result in the loss of customers and ...

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