ABSTRACT
This chapter is about what is often referred to as "organization change management," which is arguably the most important aspect of any business process management (BPM) activity. It discusses the importance of an organization's culture and the level of trust and outlines two approaches that contribute towards achieving the change desired within an organization. The first approach is the more traditional method. The traditional approach is about providing a "process" of how to assist the "ordinary managers and workers" to become prepared for, and accept, change. The second approach is commonly known as the Appreciative Inquiry model. Change takes a great deal of time and considerable commitment from leadership at all levels within the organization and project team. Leaders, and anyone providing a role model for others, need to understand that people are different and take different amounts of time and effort to change. Successful change programs have three important qualities: passion, enthusiasm and intense excitement.
