ABSTRACT
This chapter provides exploration of change with a story of experiencing change: an account of a successful change programme seen from the perspective of a key manager in the company undergoing the process. Jim is the manager of a vehicle service depot for a large UK logistics company which had, in the previous few years, been taken over by a European operator and was about to undergo a change programme designed to improve efficiency, quality and manager competence. The required changes in the ways of working were determined through an assessment exercise designed to identify best practice in the industry. The assessment was carried out by the senior managers working with the consultant and the identified changes packaged for implementation. Jim's story of the change tells of the casualties that occurred as a result of the choices some of the members of staff made. For those people, the requirement to change was more than they could accept.
