• Get started
• Create and communicate a clear vision
• Focus on the longer term together with quick wins to build confidence
• Involve all levels of the organisation - value everyone's contribution
• Be prepared to integrate across the whole organisation

These are the key findings of research carried out by Transition Partnerships into 'Getting the best from IT-related change' (1995). A list of 100 best practice ideas were developed from this research which included interviews with senior managers, who have real practical experience of managing change projects and programmes. These findings are supported by other research in Europe and the USA. (see references)

Outside helpers must be willing to...

• focus on people
• work in a learning partnership with the organisation
• take a holistic or 'whole company' view of the change
• review achievements and amend plans rather than rigidly sticking to a fixed timetable or budget
• recognise that ultimate control is in the hands of the organisation

Professor Coulson-Thomas, in the COBRA (Constraints, opportunities in BPR. Experience and practice) report, highlights the inappropriate nature of many 'mechanistic' models of change. It is important to select outside help with care rather than on an inflexible approach linked to some proprietary model.

All this is aimed at becoming world class - a high performance, high commitment and continuous learning organisation. This means...

• people creating increased value added at every level of the organisation
• measured improvements in customer service levels - delighted customers! e.g. product cycle times dramatically reduced
• radical change (breakthrough thinking) and continuous improvement
• measuring improvements in all areas to build on success
• the organisation is viewed holistically - people the most valuable asset