QUALITY 27

摘要

An MD of a large support services group decided that a major change was required in the company's operations if serious competitive challenges were to be met. The board of directors went away for a weekend and developed a new vision for the company and its culture. An HR director was recruited and given the task of managing the change in people and their attitudes. After several programmes aimed at achieving the required change, including a new structure for the organisation, a staff appraisal system linked to pay, and seminars to change attitudes, very little change in organisational behaviour and performance had actually occurred. Clearly something had gone wrong somewhere. But what, who and how? Everything was wrong, including what needed changing, who should lead the changes and, in particular, how the change should be brought about. This type of problem is very common in organisations which desire change but do not know how to go about it.