Chapter 2
The Transformation Framework
A bad system will beat a good person every time.
W. Edwards Deming
Introduction
To build an organization that will last, people must possess certain behavioral characteristics that are deeply embedded. It’s useful to think of any transformation as having two key dimensions: technical and social. The technical side includes tools and methods, many of which have been adapted to the IT space. 1 In some ways, this part of the transformation is more accessible and inviting to organizations. People love tools, as they raise the promise of immediate action and commensurate results. Tools involve doing something that we usually equate with change for the better—often a faulty assumption based on emotions and ...
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