Thanks for sharing this document, its a nice post.
The subject matter used for chage in the doc is applicable for Mfg. sites.
What about the Service & Business Sectror.
Now a days Shared Service Centre(SSC), Centre of Excellence (COE) & Business Tranformation (BT) are into market and are implements in many Top & Middle level organisations.
Based on these functions what can be role of change agent & how best the subject matters can be modified?
From India, Mumbai