Automobile Club d’Iralia (ACI) is a nonprofit organization in Italy that provides information and road services to motorists. In recent years, the competitive environment for such service organizations has changed, so Club d’Italia needed to change too. When ACI’s top management decided to transform the organization, the change process required the involvement of all members of the HR Triad. HR professionals took responsibility for replacing the existing very bureaucratic approach that had been used for many years with a new, competency-based management system. A design team that included HR professional and line managers coordinated all of the activities required to develop this new system. Employees throughout the organization as well as trade union representatives also participated throughout the process. For example, to understand the competencies needed to perform three front office jobs, the design team held interviews with top managers as well as 214 employees located in seven offices around the country. After the key competencies had been identified and new HR practices were developed (e.g., a new performance evaluation process, new training programs), managers and employees were actively involved in testing out the new practices and providing feedback about what worked well and what could be done to make further improvements. By involving people throughout the organization to develop a mew competency-based integrated HRM system, ACI achieved its goal of developing a new management approach that fit the needs of the organization, its customers, and its employees.