Wednesday, August 22, 2012
The Change Curve
I am reminded of a TV commercial. Unfortunately I can’t remember what the ad was for. It showed a harried office receptionist trying to handle incoming phone calls. She says, “They told us that this new phone system would make everyone more productive.” There is a long pause. She looks into the camera and says, “If you ask me they have just made things worse.” To understand why things got worse, you have to know what change looks like. We make changes like the new telephone system because we want to move to a new level of performance or benefit as illustrated here.