Change agents are individuals who have the knowledge, skills and tools to help organizations create radical improvement. They achieve results through their keen ability to facilitate groups of people through well-defined processes to develop, organize, and sell new ideas. They are the invisible hands that turn vision into action. This book is a comprehensive how-to book, packed with all of the information and tools necessary to make any improvement project a rousing success. Its unique methods integrate the best practices in organizational development, team building, voice of the customer, reengineering, problem solving, creativity, innovation, and project management. The systematic change agent model introduced in this book will help you:Pick the right improvement projects to work on, by diagnosing the real issues effecting the organization.Organize the project so that it has the best chance to succeed, by uncovering the project’s success criteria, securing management support, and building the right team.Select the best change process to improve customer satisfaction, reengineer a process, solve a problem or develop a plan.Generate innovative out of the box ideas that dramatically impact the bottom line.Navigate the politics of change; ensuring radical ideas become radical improvements.Content: Front Matter Introduction Table of Contents1. Diagnosis2. Organizing the Project3. The Customer-Satisfaction Process4. Process-Improvement Process5. Problem-Solving Process6. Planning Process7. Managing Ideas8. Creating Buy-in9. Implementation10. Evaluation 11. Celebration12. Leading a Large-Scale Change InitiativeAppendices About the AuthorIndex