TABLE OF CONTENTS In moving to Step 9, we leave behind the research and solution phase and proceed to the implementation phase of the TSP. The purpose of the research and solution phase was to carry out a thorough analysis of the causes and background of the problem under investigation, in order to produce a solution that would lead to the desired results and for which there is sufficient support within the organization. Once a solution has been chosen, the actual implementation can be initiated.
One of the basic principles of the TSP is that a fieldwork project is only successful if an organizational change takes place. In practice, the term organizational change evokes a wide range of images. There will be no objections to our applying this term to major reorganization operations when thousands of people lose their jobs in a blaze of publicity. But it is less obvious to many people if we describe the introduction of a bonus system for sales reps or steps to improve the customer friendliness of telephone operators as organizational changes. Even these small-scale changes must be properly prepared, as they can easily give rise to opposition and can even result in failure. This will only become clear if you are personally involved in the implementation (see Case 12.1).
It is the practical, commonplace character of small changes that makes them so valuable to learn from. Many students will have to carry out projects of this nature in their future careers. A practical exercise during...
