A01 chaf6542 06 se fm indd

www.pearsoned.co.uk/chaffey

➔ 

Orange evolves customer services 

to achieve 12,000 visitors to site 

each week

➔ 

Staff acquisition and retention at 

Netdecisions

➔ 

Managing global change at 

Guinness

The site also contains a range of study 

material designed to help improve your 

results.

Web support

Links to other chapters

The main related chapters are:

● 

Chapters in Part 2 on strategy development should be read 

before this chapter since they explain the reasons for change. 

Chapter 5 describes structural change for digital business

● 

Chapters 11 and 12 on strategy implementation which follow 

this chapter describe how the change management approach is 

implemented through analysis, design and implementation

➔ 

The challenges of digital business 

transformation 472

➔ 

Different types of change in 

business 478

➔ 

Planning change  483

➔ 

Human resource requirements  490

➔ 

Revising organisational 

structures 494

➔ 

Approaches to managing 

change 496

➔ 

Towards the social business  510

➔ 

Risk management  511

Focus on . . .

➔ 

Knowledge management  501