Building on his previous book, The Customer's Victory, Francois Dupuy outlines ways to manage a change process. Using practical examples from new case studies and discussion of current theories of organizational change, this book explains how true organizational change can be effected in both private businesses and public organizations. With a strong pedagogical format, case studies and a helpful glossary of terms, this is an invaluable guide both for managers having to deal with change implementation and for students and researchers of change management.

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