Developing a Change

Confronted with the need for change, many people first respond by attempting more of the same (more money, more people, more inspection, more equipment, more rules, and so on). If improvement results, it is usually costly and might not last long. The owners of the CanDew Cleaning Service could have responded to their need to improve by hiring more employees or increasing inspection. This would have added to their costs and might not have helped the service to their customers. The owners decided to develop and test a checklist to standardize the specific steps for cleaning a restroom.
Another ineffective response to the need for change is to try to define the perfect change. People often become so busy developing the perfect ...

Get The Improvement Guide: A Practical Approach to Enhancing Organizational Performance, Second Edition now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.