chapter  4
Human Factors – The Key to Success
Pages 19

This chapter will look in detail at some of the key human aspects that need addressing when implementing or running any complex business process in general, and the proposed RM process in particular, in any organization. We will first answer the question why human factors are so important. Then we will turn to some key communication aspects. Third, essential change management issues will be discussed, in order to minimize harmful frictions, conflicts and resistance when implementing new processes, methods or tools. Fourth, we will look at a number of service related aspects, which need to be kept in mind both when trying to cover service related requirements in any RM approach, and when actually implementing a new RM approach such as the one proposed in this book within a given company. The chapter concludes with a helpful summary of ‘dos’ and ‘don’ts’ when putting the proposed RM process into practice in a particular context.