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Case Studies - Change Management A large urban city social service agency that serves the needs of senior citizens in the city needed to improve the quality of communication among senior staff members. The focus of this need was to help senior staff create a better team environment. This agency had created an organizational culture and pattern of behavior that were sometimes felt to be disrespectful. This factor was fraying unity and commitment among the executive staff and was effecting the overall agency environment. Challenge While the senior staff had identified issues that were affecting their performance, it appeared that the overall effect of their disunity made a focus on their issues, only, would do little to improve operations or management of the agency. Our opinions were based on our initial interviews which suggested that to embark on the project this project would do little to achieve the kind of change that they seemed to want and would be both an unwise use of their and our time and talent. For this reason the real challenge was to help the organization understand what was going on and helping them to determine what commitments they had to effect real organizational change for themselves and their agency. Action The Institute shared the results of our initial and preliminary assessment as a part of our briefing for agency leaders on what appeared to be the "real needs" and better strategies to help them and the agency improve. We convinced them to allow us to design and implement an organization-wide, socio-technical change process, beginning with them and involving every member of the organization. Our approach action-research based approach included team building and operational and management process improvement activities. Our change process goals were to:
The Institute succeeded in conducting a series of team development / action planning sessions with all staff members that included full participation of members of the executive staff that addressed the substantive leadership, operational, and organizational management issues and needs. Standing working groups were formed, made up of members from both the management and line staff, to continue the organizational renewal process and to implement, manage and monitor the agencies progress in organizational management, improving the quality of communication and interpersonal and team relationship practices. A very significant change was the expansion of the agencies "senior management team" to include managers from the branch level. Illustration 
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