Lead Extraordinary Change

A specialist in change management, Mamie Jones has led numerous corporate transformations, notably including that of a division of Intuit, an American financial software publisher. Backed by this experience, she argues that one of the keys to success lies in the quality of the initial diagnosis—a phase too often neglected under the pressure to achieve quick results. She recounts how, in her first weeks at Intuit, she conducted an exhaustive series of interviews to gain a fine understanding of the context, the team dynamics, the legacies of the past and the points of frustration. Over the course of her missions, she developed a method that she shares in the book: interview scripts, a grid for analyzing the material collected, and the use of storytelling to build a shared vision and mobilize the teams.