In today’s businesses, the achievement of success usually requires the ability to change and
adapt quickly. Organisational change is seen as a way of addressing outdated styles of
management and practices. The key to implementing effective organisational change is the
wise management of the process (whether it be for cultural change, strategic and business
planning, process design, management development or performance improvement).
Globalisation of the market and the rapid rise in information-flow capabilities have increased
competition worldwide. In order to compete successfully in todays turbulent, highly
competitive business-environment, organisations are focusing on the satisfaction of
customers’ needs as a means of securing a competitive advantage, or even survival. A major
strategic change is that many organisations are striving to achieve customer satisfaction
through an increased emphasis on quality in their products and services.