Notes

1. Susanna Voyle, ‘‘Why Sainsbury Put Its Money on a Wholesale System Change,’’ Financial Times, June 13, 2003, page 12.

2. I use a simple but powerful paradigm for change: stop–turn–restart. Unlike the classical Kurt Lewin model—unfreeze-move-refreeze—this recognizes explicitly that organizations are bodies in motion.

3. Skip Stitt is now the senior vice president and managing director, Children and Family Services at ACS in Washington, D.C.

4. Robert B. Cialdini, Influence: The Psychology of Persuasion (New York: William Morrow, 1984), pp. 92–94.

5. Jane Linder and Joseph Sawyer, ‘‘Getting and Keeping Control in Business Process Outsourcing,’’ Accenture Institute for High Performance research report, October 2003, p. 6.