Customer Focus Requires a Culture that promotes both Agility and Resilience
Clear goals + effective communication + appreciation = successful transformation
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Set clear goals
A change process begins with the formulation of clear goals. Good goals are:
Demanding, albeit realistic
Specifically and precisely formulated
Resistances can also benefit by providing useful information. That’s why they deserve to be appreciated. After all, all stakeholders must interpret the information correctly, pass it on and derive the right actions for themselves.
Transformational leadership already applied in its development as a change-oriented management style. Executives address their employees on the emotional level, inspire them for common goals and communicate meaning and orientation (Pundt & Nerdinger).
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