Using Kotter's Eight Steps to Drive a Service Management Transformation

Using Kotter's Eight Steps to Drive Your Service Management Transformation

Achieving service excellence is not a project you bolt onto business as usual. As John Sansbury acknowledges in The Journey to Service Excellence, achieving and maintaining it is likely to represent a significant programme of work, and significant programmes of organisational change fail for predictable, human reasons. That is why Sansbury builds his transformation approach on the eight-step change model devised by Dr John Kotter in his book Leading Change: a tried and tested method that has been adopted many times, with much success, in managing organisational change.