In Article 4 of this six-part series about internal and external CRM and organizational change management in casinos, Charlie Mai discusses the “why”, “what” and “how” of organizational change management process in casinos.
In brief, whether a change is sustained has to do with the cumulative effect of actions during the change process, not just actions implemented after the change is in place: the “seeds” for “making change initiatives stick” need to be planted from very early in the change process. For sustainable change, an organization needs to develop and embed a change capability and by doing so the organization is built to change.
The next Article 5 will investigate organizational change management practices in casinos.
