Contents

Introduction

1 Overview:

About change

Why changes fail

Real life: Changing for the better at Nokia

2 Origins

The reasons for change

Proactive and reactive change

Real life: Time for a change at M&S

The force field

Growing pains

Dealing with growth

Business evolution

Disturbing the equilibrium

Real life: Positive changes at HSBC

Doing nothing

3 First steps

Defining success

Boundaries

Players

Recruiting key players

Communicating the need for change

Raising the heat

Real life: Raising the heat at Heineken

Persuasion

4 Planning

Identify the options

Prioritisation

Constraints and obstacles

Dimensions of agreement

Set key milestones

The cost of change

Destructive and creative change

Contingency plans

The change team

5 Culture

What is business culture?

Understanding your culture

Real life: Changing the culture of the BBC

Ways to change culture

The informal network

The role of top management

The role of middle management

6 Communication

The importance of communication

Involvement

Real life: Involvement at Asda

Resistance

What do people want to hear?

Communication media

The human animal

Vision

Real life: A compelling vision for the ANC

Mind pictures

7 After the change

Quick wins

Recognition and reward

Indicators of success

Real life: Dell: keeping up the ante

Keeping up the ante

Contacts