This is true even in organizations that are very focused on analysis and quantitative measurement, even among people who think of themselves as smart in an MBA sense. In highly successful change efforts, people find ways to help others see the problems or solutions in ways that influence emotions, not just thought.

Most US corporations today are over-managed and under-led. They need to develop their capacity to exercise leadership.

In the final analysis, change sticks when it becomes the way we do things around here.

Outsiders have the intuitive ability to continually view problems in fresh ways and to identify ineffective practices and traditions.

No vision issue today is bigger than the question of efficiency versus some combination of innovation and customer service.

Managers are trained to make incremental, programmatic improvements. They aren't trained to lead large-scale change.

One of the most common ways to overcome resistance to change is to educate people about it beforehand. Communication of ideas helps people see the need for and the logic of a change. The education process can involve one-on-one discussions, presentations to groups, or memos and reports.