Resistance from the start
- we never had to do this before – they just want us to do more but without any extra resources
- we haven’t got time
- why should we do it when we just cop flack because of problems that are not in our area
- it’s just a fad – we’ve tried it before and nothing happens even if we send them the feedback
Had David implemented the change badly??
- Reasons: he believed his team knew and understood the reasons for the new process. It was part of the company’s drive to get employees to take responsibility for their role in the bigger business picture and improve the company’s brand and reputation. That would translate into new, and importantly, repeat sales and loyalty. He had told them this in the weekly team meeting.
- Implications: David said that he told them about the change in work process at the team meeting, then asked them to identify and think about the implications and consequences of the new process.
- Values: again David believed that the team would be comfortable that the new process fitted with their values.