One problem that constantly recurs in changing organizations is what we might call the last mile dilemma. The term comes from the telecommunications industry, which struggled for many years with how to efficiently extend their networks the “last mile,” or into individual homes. In large organizations the analogous challenge is how to make sure that important changes actually reach the most remote stakeholders, whether they be front-line workers or customers.
In a Change Effort, Start with the Last Mile
You can’t assume top-level changes will make it to where it matters most.
December 11, 2012
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Change may be the only constant in today's organizations. Here's how to lead through it.
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New!
HBR Learning
Change Management Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Change Management. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Change may be the only constant in today's organizations. Here's how to lead through it.