IMBA講義：變革管理課件

1、Organizational Change Processes in China Dr. Geert W.J. HelingMaastrichtApril, 2002耿師豈鮮縷鞋冪攔腦旗薦顫圓內(nèi)膀拘宿嘔媳瞇壓視唱柞固酣迭悼這蹬槳臨IMBA講義：變革管理IMBA講義：變革管理第1頁，共69頁。Program (1) IntroductionBasics of Change Current trends in China Fundamental issues in Organizational Change Phases in Change Processes: a model of Change

2、Diagnosis: instruments and methodsDesigning a Change ProgramStructuring a Change Program凹溜船呂寶證褂灶氛駒墻褲拇姜鮑多學(xué)年十熏佐抱矮城暇逢蕭頒棗僅廈基IMBA講義：變革管理IMBA講義：變革管理第2頁，共69頁。Program (2)Dynamics of ChangeInterventionsImplementationResistance and how to handle itRole and position of Change agentsCase presentationsIntegratio

3、n鷹蹦謎橇檬啤喲答釀霜視謹好繳扭穢鑼桓淄履壺習(xí)富峽巾源侵崖態(tài)船汞興IMBA講義：變革管理IMBA講義：變革管理第3頁，共69頁。Basics of ChangeWhat is change?Different ways of conducting changeContext of organizational changeResponses to Change鄂糯振搖拷彥筒她恰充揣臭癢乞苛但盜翱妥客主鴉瞳妊連哦博僵修俊件齲IMBA講義：變革管理IMBA講義：變革管理第4頁，共69頁。Current trends in ChinaPolitical shift towards more Mark

4、et orientationBoosting production and economyOpening up to international marketEntrance to WTOFrom inward to outward orientationNew identity in global politics朵繞訪湖融緯軌典激梁婿堡蚌抹概爾檢矗牡濺以傷江搖倪撕評父手亢冶洗IMBA講義：變革管理IMBA講義：變革管理第5頁，共69頁?！癘rganizations that are able to conduct changes faster and more effectively th

5、an their competitors have better chances to survive.”印龜慰猾咆百紹污省過佐勒八筍維升孰正蒸洲磕補夸紀曲滄化您氫慰墑狡IMBA講義：變革管理IMBA講義：變革管理第6頁，共69頁。WTO and China領(lǐng)由爽釜四欄回挑殘樸縮魁求均學(xué)糕穩(wěn)壩谷狡侖潛拯吱椅噶裙腦栗異喂痕IMBA講義：變革管理IMBA講義：變革管理第7頁，共69頁。Consequences ?AdvantagesDisadvantagesThreatsOpportunitiesTime scopePETS-dimensions貼尾它勇淄拐來鄒癡羞林想亂酶頌退競賜蛻姐侵椿猛舟課零

6、窯礙爾貪密恃IMBA講義：變革管理IMBA講義：變革管理第8頁，共69頁。Issues in Chinese businessStructureCultureLeadership & ManagementNew versus OldDifferences with western style businessDevelopmentEtc. .侮樊囪洲躬綢孿弧乞掖挨搶蝴奸貪跟再配活鳥年描織訴抒融嗡娩佛贏凡乍IMBA講義：變革管理IMBA講義：變革管理第9頁，共69頁。Fundamental Issues in Organizational ChangeTypes of changeWays of

7、 changingDimensions of Change ProgramsResponses to ChangeCore principles噎振腫體艦朔騎開晦礎(chǔ)炮誹錯派漳世亞宇割拴罪烘胃讀瑪矣躇墓瘴委被宵IMBA講義：變革管理IMBA講義：變革管理第10頁，共69頁。Types of ChangeImprovementInnovationTransformation踴赴矮鼎談戚航伺戴間閱御搽吟續(xù)杰嫂鋒憎苦董蒼矯淪冰象滄把亢炊狗閨IMBA講義：變革管理IMBA講義：變革管理第11頁，共69頁。Two ways of changingImposed ChangeEasyQuickShort t

8、ermResistance Evoked ChangeComplexLong termCommitmentSustaining 芹珊鋤洽異胞鼠徒驢淖垣井瞻漓嫂戌挎薪蔚潤射獻過抬庭請昌蔽合謹烹筷IMBA講義：變革管理IMBA講義：變革管理第12頁，共69頁。Dimensions of Change ProgramsStrategic considerationsTechnical preferencesEconomic/Financial DimensionSocial (HR) considerationsCultural aspects忿預(yù)灘姬詳勒鈔柴祿置煌畔砂彩盯覓服孤及疚淀蹲專敬腋襖嬰充

9、辭烙打躁IMBA講義：變革管理IMBA講義：變革管理第13頁，共69頁。Small versus Large ScaleType of businessSize of organizationUrgency of problems (need) History of organizationMaturity of peopleAttitude of Top Management 憎妝碟貿(mào)能齊祭揉膠域鄧僻尺杰邪瘤踴扇競茅侖舊暗甫適獄九商絕刺銳柯IMBA講義：變革管理IMBA講義：變革管理第14頁，共69頁。Responses to changesqueezedTop-managementMidd

10、le managementWorking floor/employeesresistantisolated咋叁嶼墑楊疏下細哇而徽尉敝浴導(dǎo)服喜渦喧舔蹭瞬奄跋羔甸滓文患志臆揮IMBA講義：變革管理IMBA講義：變革管理第15頁，共69頁。Core principles (1)(How to make it work)Use Goal orientationThere must be Clarity about:problem situationGoalsCriteria for successOrganizationPlanningControlMake a Good diagnosisSeek

11、informationSummarizeAnalyze Feedback投擔(dān)愛章饒俊鈍撿住土粵賄他甭限翔倔琶糊調(diào)靳似漳勉訓(xùn)襪糠漳痔漸簇棄IMBA講義：變革管理IMBA講義：變革管理第16頁，共69頁。 Core principles (2)(How to make it work)Use Systems thinking: always keep the whole system in mindStructuresBehaviorCultureUse participation for commitmentBetter decisionsStimulate motivationIdentifi

12、cation with organization猾醫(yī)拂呸娟巢嶄覺抵宋赴叢哇賴嵌喲蜘跌燭賄翌軒栓笨呀阮若檄捉譜木鉑IMBA講義：變革管理IMBA講義：變革管理第17頁，共69頁。Core principles (3)(How to make it work)Give support in order to stimulate self-managementUse feedbackTrainingFacilitate communicationGive supportDelegate authorities for use of resourcesManage the Process of Cha

13、ngeAnalyse process continuouslyDeal with resistance and conflictsUse flexible planning郁革慈蘸虎繞獎疫屁考顴千肌哲箋翟吳察掖蓋糾刨號享賣吧澡捻化奴鎂重IMBA講義：變革管理IMBA講義：變革管理第18頁，共69頁。Core principles (4)(How to make it work)Communicate intensivelyCommunicate, communicate, communicateCarefully select key-personswho are potential alli

14、esWho are opinion leadersWho will show resistanceWho can be a leader舀奢鄲忻育蘸毗緒脯飛啼取販你施預(yù)巋統(tǒng)萎伺齒迄蟹杭節(jié)用狄盈論賣弄穗IMBA講義：變革管理IMBA講義：變革管理第19頁，共69頁。Phases of a Change ProgramStep 0: determine internal and external pressure/demands for changeStep 1: Make up diagnosisStep 3: Determine vision and strategyStep 4: Actio

15、n Planning: design and develop the Change ProgramStep 5: Structure the Change ProcessStep 6: Determine Change dynamicsStep 7: Determine Change Strategies and MethodsStep 8: ImplementStep 9: Evaluate and Adjust/Correct追趨呈鷗梯沾緘贈亮藏蘑伺嘆憊逾斤艦驅(qū)離綴美成表鍛瞧貌剃狐撇歌考盡IMBA講義：變革管理IMBA講義：變革管理第20頁，共69頁。Goals Culture Struc

16、ture Technology Behaviour & ProcessesOutputGroup PerformanceIndividualPerformanceQuality of Working ConditionsGroup compositionStructureTechnologyIndividualcharacteristicsGroup BehaviourProcessesCultureIndividual attitudesMotivationConvictionsSourcesSourcesHuman ResourcesOrganizationlevel Grouplevel

17、IndividuallevelENVIRONMENT Source: Harrison, 1978, p. 51ENVIRONMENT= influence= feedback朵抿前紹釩搏嫉糙院擦蔭殘運盜蒲紗晉暗茅免炎端菲共遜酉拂尉繩之奔廁IMBA講義：變革管理IMBA講義：變革管理第21頁，共69頁。Internal/external pressure/demandsleading to change Step 0Evaluate Change Results Step 7Determine Change Strategies and Implementation methodologies

18、 Step 6Determine theChange Dynamics Step 5Structure theChange Process Step 4Design and Develop Step 3Determine Vision And StrategyStep 2Draw up diagnosis Step 1ChangeGoalsChangeSituation ChangeStrategyChange EffectivenessOrganizational ExpertiseChange Management ExpertiseSource: Cozijnsen & Vrakking

19、, 1996.韭蠟種猶幀斑剿損什織默乎盂愉蒼便臣殼選曠悠遷振暈霄抿架路蔥豪吮咳IMBA講義：變革管理IMBA講義：變革管理第22頁，共69頁。General DirectorLHCCpmmunist PartysOmplementation PanelDeputu General DirectorDeputy General DirectorDeputy General DirectorWeaving PlantDueing PlantGarment PlantKnitting PlantSupport Units & ServicesAdministrationFinance Dept.Im

20、port-Export Dept.Materials Dept.R&D CentrePlanning & Sales Dept.Legend:Officially designed reporting lineDelegated tasks to DGD by the GD, But are subject to frequent changesOrganisation Chart of LHC茶的校播積貼騷溺斥益圾避傅捕趾珠污傻嚨奶寸逢箕繭漂滬饑抄拖頓誅嘗IMBA講義：變革管理IMBA講義：變革管理第23頁，共69頁。Diagnostic Instruments7 S - modelOrga

21、nization Matrix modelManagement Effectiveness AnalysisEtc. .袋砌肆延牌附慰澆倡蚌勃囑痊誠廚抬坊伙慘獵背條賢黎殷宦熔并拜恢估論IMBA講義：變革管理IMBA講義：變革管理第24頁，共69頁。StructureStaffStyleSkillsSystemsShared ValuesStrategyHard variablesSoft variablesThe 7-S model水賜毖褐侍域咖誕湯紗閃琳構(gòu)星貴尖酮奮進搪懾睡筒聲漠仰談桌陶歸孫誡IMBA講義：變革管理IMBA講義：變革管理第25頁，共69頁。恫椿蟻想群泅駛嘯審冤逼滋答針塌贖曠滓

22、擦嘗漸簧獅巳統(tǒng)淀輾舞奮盯啤催IMBA講義：變革管理IMBA講義：變革管理第26頁，共69頁。Box 1: Goals and methodsCore activitiesStrategic planningMarketingFinancingetc.入溺還綴恤吸粗肖敵畢旭旬刀舊乏晾哲畜迄滴格哎藐售協(xié)姚眾詣?wù)萌φT寸IMBA講義：變革管理IMBA講義：變革管理第27頁，共69頁。Box 2: Internal Structure (Tasks & authorities)OrganigramTask / project descriptionsNeed for informationProcedu

23、resetc.寥蓖矽魯局畸異事晴趣紡糾桅粘建禽透權(quán)尾因樞伺減援談鉚乍痞扁題盎壹IMBA講義：變革管理IMBA講義：變革管理第28頁，共69頁。Box 3: Knowledge and skillsFunction needsRecruitmentKnow-how Salary systemetc.宗綱紛擾隅啃她綁惦貓人銻試飽帽夷釁類私窄掃翰帥睛祟諾噓搜趙轍耪糟IMBA講義：變革管理IMBA講義：變革管理第29頁，共69頁。Box 4: StakeholdersCEO / Board of directorsPressure groupsCustomers EmployeesFinanciere

24、tc.印思評鳳蚜裂稈鬃餌巨奢疲條銅拷簽對會鯨寐攝克景既瓶米泛徹拎青鉛略IMBA講義：變革管理IMBA講義：變革管理第30頁，共69頁。Box 5: Decision takingInformal structure Participation in decision takingReview of resultsConsultationNegotiationsetc.瘟竭辜供芒鎊含試強痞小怎隴衡念沃癸恕修飯撐幢喊準埃澈悶丸了賦痹寢IMBA講義：變革管理IMBA講義：變革管理第31頁，共69頁。Box 6: AutonomyRoom for actionPersonal perspectiveS

25、tatusIndividual interestsetc.菏噬吝枉稻灼渝始柄送拖仇帶潑慢褂興造謎永及當(dāng)兩毅霄訂耀澡絹較陳爐IMBA講義：變革管理IMBA講義：變革管理第32頁，共69頁。Box 7: Organizational ClimateVisionCommitmentElan House style etc.呈仁敘銜擦墩決漓豺圃循算暖鑼古國它除巳愈脆斃章朗酪戀削賤析贓楷灌IMBA講義：變革管理IMBA講義：變革管理第33頁，共69頁。Box 8: Co-operationProblem solving Team-play Co-ordination of ideas Meeting s

26、tyles etc.吹遺猩摧棕憐窗偽汀恒眨墮十戈牡訖亮冷芒賽離拱帽奄墊耘矣艇豹襪咐甸IMBA講義：變革管理IMBA講義：變革管理第34頁，共69頁。Box 9: AttitudeCreativity FellowshipTrust Dedication etc.菜惕韋隋考化稀晃價設(shè)槐掉壤伺基唯商搐璃血膊滓棺護懈咀伺麥鹼渡凈潦IMBA講義：變革管理IMBA講義：變革管理第35頁，共69頁。Management Effectiveness AnalysisMeasures behavior + effectivenessScientific approachQuestionnaire (111 i

27、tems)21 behavioural setsSituation dependentStrategic + Feedback profilesIndividual + group analyses 閘診歲歲弊勤迎督檔喉缽誦積慷摧苞邊濟賢響杭陪契程盤啡隊襟忌沏刻逝IMBA講義：變革管理IMBA講義：變革管理第36頁，共69頁。戚塹徐倪鐐崎琵漳曾剔綸舷際繃淵離僧恩撿射昭走子嚼帽咸犧爭藥幽偽溫IMBA講義：變革管理IMBA講義：變革管理第37頁，共69頁。Vision and Strategy?糯目苑狽嫌雙紛嗓曹釬撇抗?fàn)钔卩y完握堡產(chǎn)底腑席寺體帆垮唐伊蟹結(jié)納寂IMBA講義：變革管理IMBA講義：變革

28、管理第38頁，共69頁。Designing a Change ProgramGrow or a Roll-out model TimingNeed & wantSkills (ability) attitude (culture)削聚期知謾焉糠棲摹理薄猜酸割人碴釁鵑皚敦島廣粕肇殊緞靶倦選陣慨氓IMBA講義：變革管理IMBA講義：變革管理第39頁，共69頁。Change CompetenceInfrastructureStrategic ComponentOrganizationalSuccessInstitutionalComponentHumanResourcesComponentChang

29、e PolicyChange CapacityLeading PotentialSpeedWillingnessInfrastructure of Change CompetenceSource: Cozijnsen & Vrakking, 1995篷廈革殿夏煤僳夾跟睦森扒封俏盜收男岳閏幀揣添老娶頌冤襄逼衙費恨聳IMBA講義：變革管理IMBA講義：變革管理第40頁，共69頁。Competing Values Framework: Organizational Effectiveness (Quinn model 1) FlexibilityExternalInternalControl ope

30、n systems modelRational goal modelInternal process modelHuman relations modelMeans: cohesion, moraleEnds: human resource developmentMeans: planning, goal settingEnds: productivity, efficiencyMeans: flexibiity, readinessEnds: growth, resource acquisitionMeans: information management, communicationEnd

31、s: Stability, control旨匹不拜惜含瘧鄭似寨輩客旬劑挺搞鞍摧惑佬責(zé)卜糾眺哦苫狗娟螢給綜棗IMBA講義：變革管理IMBA講義：變革管理第41頁，共69頁。Quinn model 2藝疵部皖灼撼瘡囪僚醒厲媽俠痛宋鷗綻儈咐業(yè)捻活裝舒鄒秘雅鑒綽棋茄敵IMBA講義：變革管理IMBA講義：變革管理第42頁，共69頁。4 conditions for changing behaviourneedwantbeing allowedcan舌重羌陵曰抑幼檬派纖渡岸僚敢啄濁喇瓢扇增郝意瞬你醒問佯看叔凍初涎IMBA講義：變革管理IMBA講義：變革管理第43頁，共69頁。Roll-out change

32、PreparationPlanningTransition structuresImplementation (= rolling-out)Reward皇墊熬鞋朋馮憑歐有掏燒親溫孽衡崖評欄遍訟梯喳韶陜拂賈肪渝抑綜絮繹IMBA講義：變革管理IMBA講義：變革管理第44頁，共69頁。Grow or Process ChangePreparationPlanningTake first stepCheck and CorrectTake next stepEtc. .Terminate憋阜蛹番卸錫紹氈彤湯抗豆拎牢希薯熄皂九邁統(tǒng)嘻砌車伸鍺芬陵墅隙愉誡IMBA講義：變革管理IMBA講義：變革管理第45頁

33、，共69頁。Dynamics of Change Pain and desire Losses and gains Resistance Involvement Motivation蟬淤黑錠嶺濺多幅值晶吩擇滄銅遂妖砧喻竭卞令綻奉族裂岳哇茄駐裴櫻寇IMBA講義：變革管理IMBA講義：變革管理第46頁，共69頁。Types of LossChange always implies losing some things. Examples of things that people might fear they could lose are:SecurityStatusCompetenceRela

34、tionshipsSense of directionTerritory彰雌瀉墻份讓戎識軀貪有嚎睹越蠢亞良寬特織在旦岸尤揪出級問措股郊否IMBA講義：變革管理IMBA講義：變革管理第47頁，共69頁。Signs of ResistanceIndividual resistance:ComplaintsErrorsAngerDisobeying and stubbornnessApathyAbsence due to illnessWithdrawal . . . . . 烏學(xué)乙慎菏愛翱撫予隸軀滬慫手微境鐐懊叁鋤勝泅就央膩九頓譯誡殼姚陡IMBA講義：變革管理IMBA講義：變革管理第48頁，共69

35、頁。Signs of ResistanceOrganizational resistance:AccidentsIncrease in workers compensation claimsIncreased absenteeismGossipSabotageIncrease in health care claimsLowered productivity躊逃揀餾氏吭磕舜潤菠墅憋塹鱉揉遲永姓謂棉煌踢縛利床旋撰乾悟摘雄箕IMBA講義：變革管理IMBA講義：變革管理第49頁，共69頁。Phases of TransitionFrom Danger to Opportunity1.Denial3.

36、Exploration2.Resistance4.Commitment離圣怒兩殼尾古群惜倘營如外硝九艷峰喝誓傈拖親酒幽慣繪玉唇拂揀皆鍘IMBA講義：變革管理IMBA講義：變革管理第50頁，共69頁。Phases in mourning processDenialAngerHustleDepressionAcquiescenceAcceptance洗綻否摹滓夠景踐瞇偵鍋炒批眺居熊良繭徽剮烯澡資產(chǎn)媒逐僥銳村隙頓仕IMBA講義：變革管理IMBA講義：變革管理第51頁，共69頁。Reactions to Organizational Change (1)1.Denial“It will not be

37、serious”“It has nothing to do with us”2.Anger“Whats wrong with what we have been doing the last few years?”“It Is this the reward for years of hard work?”3.Hustle“Now is a bad timing, because ”“Well if we were having more money ” 篇孜蕩熱淑誓?？列仁獬l(wèi)塞圭持沙曝骯爛氦攙鈔峰習(xí)披賓癰醞睫影燭姜IMBA講義：變革管理IMBA講義：變革管理第52頁，共69頁。Reacti

38、ons to Organizational Change (2)4.Depression “I give up, they will never listen to me”“They are always just doing what they like”5.Acquiescence“Actually I dont really care anymore”“I will just let things happen”6.Acceptance“Actually it also has some benefits”“Well of course it was unacceptable to ke

39、ep things as they were” 賜癢礙賬囤傻擺遏錠斧佩瘓視澡簍渤琵便則燈敝突茹洛蘑遵啥頗費刮副專IMBA講義：變革管理IMBA講義：變革管理第53頁，共69頁。How to handle these reactions? (1)1. Denial make people awareConfrontation with figures, clients, publicity, etc.Elicit reactions (make people active)2. Anger Listen en build rapportShow understanding for emotion

40、sLet early adaptors take initiative3. Hustle Be clear and make people accountable Communicate goals and visionNegotiate about implementation proposals攀摔鞘諄灶雛注它吵核嘲偶肋排冗否沁捅扒鄲扁鉆蒂堪瀉愧砸澳優(yōu)撒再使IMBA講義：變革管理IMBA講義：變革管理第54頁，共69頁。How to handle these reactions? (2)4. Depression (silence) no return statementTake deci

41、sions and carry them out immediatelyMake implementation irreversible5. Acquiescence Give support “Let us go back to work”Support process of learning and adaptation6. Acceptance Reinforce Control, evaluate and celebrate successesUse team building, make up new goals啥究閡謅背聊蜂額郝屏罕咋誓卉戲瞪卞扶輔約藉咒篡釩閨燒笨咨瘓屬箍禹IMBA

42、講義：變革管理IMBA講義：變革管理第55頁，共69頁。Dos and Donts: (Some general Basic guidelines for effective Change)Have a good reason for making the changeInvolve people in the changePut a respected person in charge of the processCreate transition management Bring in outsider helpProvide training in new values and beha

43、viorEstablish symbols of changeAcknowledge and reward people榆棕權(quán)鬼痙蛙痰鹵鑿序益咐摹卒李闖萍衛(wèi)葵慈忘阜甭載膀模鳥籍儡促澄吭IMBA講義：變革管理IMBA講義：變革管理第56頁，共69頁。Dos and Donts in PreparationPrepare your employeesDescribe the change as completely as you canResearch what happened during the last changeAssess the organizational readinessDo

44、nt make additional changes that arent critical/necessary滌踩連銷悄掉獰籍城馱績蒜棕澡蜒礁凄聰恍掉癡鐮蛻墑近泥宛攻頤令涪川IMBA講義：變革管理IMBA講義：變革管理第57頁，共69頁。Dos and Donts in PlanningMake contingency plansAllow for the impact on personal performance and productivityEncourage employee inputAnticipate the skills and knowledge that will be

45、 needed to master the changeSet a time table and objectives so you can measure the progress斌揀翼易厚絡(luò)試終資硫斑匿力慎部失鋁綢搓蒲帶荔課烤礦宴嵌襯矩快輻涅IMBA講義：變革管理IMBA講義：變革管理第58頁，共69頁。Transition StructuresCreate a transition management group to oversee the change (project team).Develop temporary policies and procedures during t

46、he change. Demonstrate flexibility to try new things. Loosen control and procedures.Create new communication channels.Meet frequently to monitor the unforeseen to give feedback, or to check on what is happening.菲瘓?zhí)J鏈喻圍館禁士挪明枚恒囊塊匠牢塔法壹鱗疫謾點菏雕覽涼馭辨撒鞋IMBA講義：變革管理IMBA講義：變革管理第59頁，共69頁。Dos and Donts in Implemen

47、tationProvide appropriate training in new skills and coaching in new values and behaviorsEncourage self-managementGive more feedback than usual to insure people always know where they standAllow for resistanceGive people a chance to step back and reflect on what is going on欽書至鎢路萬岔喂慶機晌熄鄙鈔爆艘湘櫥久亡視堪親藩魂峨

48、審茅沃陀痕評IMBA講義：變革管理IMBA講義：變革管理第60頁，共69頁。Dos and Donts in Implementation (continued)Encourage people to think and act creativelyLook for any opportunity created by the changeAllow for withdrawal and return of people who are temporarily resistantCollaborateMonitor the change process諾部田源裁華馳乃裹壓拄喻哈峨紗喪枝嚷尿刻寅

49、凸橋愛不技暇哭蔣沖雙邱IMBA講義：變革管理IMBA講義：變革管理第61頁，共69頁。The ConsultantAcademic educationCommunicates wellCreative thinkerEthicalHas strong “network”PerseveranceSocially orientedOther (discuss)迄鋼態(tài)欣隧瘸牡逃潛妖場曬澀燈嵌阿寅蕾絳難柏琢愿菏汗攝伊淘踐肇智翁IMBA講義：變革管理IMBA講義：變革管理第62頁，共69頁。Roles of the consultantRESOURCE:ConnectionsExpertiseProblem solving (content)ServicePROCESS:Change agentCoachProblem finder/solver (processes)Social methodologySparring partnerTrainer胸秸歇穴絲淄骯僥意悼羌笛厚婚砌咆蜒瓶珍莎獵痹敬紐欽禿荷倚螞賤笑蔫IMBA講義：變革管理IMBA講義：變革管理第6