There were several areas of concern. First, there was the essential need for committed management leadership. "The success of this process is dependent on an unwavering commitment at the top. In any organization, the values of the leader will drive the change process" (Richter, 1993). In some cases this meant "changing out" managers who were not supportive and not willing to accept the process. In those cases, a sincere effort was first made to "coach constructively" toward positive change, via performance review, informal discussion, training, and up ward appraisal.