Whom Are We Concerned About?
Most airports are made for planes, not customers.
Most ordering sites are made for the company, not the consumer.
Most instruction books are written for the technical people preparing them, not the end user.
Most politicians are eager to gain office and power, not serve their constituents.
Most department stores are organized around sales convenience, not purchasing convenience.
Most autos are designed for manufacturing economies, not purchaser convenience (or all the controls would be uniform car-to-car).
Most dentists are focused on their instruments and tooth repair, not the patient’s smile.
What are you focused on, your magical six steps to effective change management or your client’s business outcomes and success?