The Balanced Scorecard and Its Application to Hospitality Businesess Essay Example for Free

The Balanced Scorecard and Its Application to Hospitality Businesess Essay This essay will try to explore the role of the Balanced Scorecard in today’s organisations, in particular in hospitality businesses. The research will start by exploring performance measurement and later will describe the basics of the Balanced Scorecard to finish with a practical example of the implications of not applying correctly a performance measurement system in a hospitality business. Performance measurement is described by Neely et al (1995) as the process of quantifying action, where measurement is the process of quantification and action leads to performance. Therefore performance measure is the metric used to quantify the efficiency and effectiveness of an action. These actions refers in other words to the changes that an organisation experiment by achieving performance goals through allocating and prioritising resources. This valuable information is later used by managers to conform or modify their strategies in order to meet these goals. Performance measurement is crucial in today’s organisations because: †¢It helps identifying and tracking progress against organisational goals †¢It helps comparing performance against both internal and external standards. Ensures customer requirements have been met †¢Helps setting sensible objectives and work towards them †¢Provides a physical scoreboard for employees to monitor their performance †¢Highlights quality problems and suggest areas for action (Kald and Nilsson 2000) Within this context, the Balanced Scorecard (BSC) can be described as a strategic performance management framework that integrates a coherent set of performance measures with the organisation’s strategic plan. This allows organisations to define their strategic priorities and design indicators to monitor how well they are executing their strategy. Kaplan Norton, 1992). The main innovation from this approach is that it provides a multifaceted view of the organisation’s performance and balances the traditionally observed financial measures with other operational non-financial measures. The architects of the Balanced Scorecard, professor Robert Kaplan and David Norton believed that traditional performance measures based on financial information alone provide a very partial and short-term view of the performance of an organisation as they measure past performance and offer very little to support organisations on their quality journey. Kaplan Norton 1996). In this aspect, other analysts have added that financial measurements alone are insufficient to provide relevant information about a company’s root problems (Malone Sinnett, 2005), it overlooks the intangible enablers of the business (Norreklit, 2000) and disregards value creation (Bicheno, 2008). All this comes to demonstrate that financial measures are simply a consequence of operational activities and only by getting the fundamentals right, the organisation will be able to provide successful financial results. Taking all this into account, Kaplan and Norton identified the most intuitive components of a company’s strategy and created a more robust and balanced set of measurements that go beyond the financials. It all starts with a vision or a strategic goal and from there managers articulate a set of objectives, measures and targets in four key perspectives. The first is the financial perspective or how do the company look to shareholders. Metrics like the return on investment and residual income provide still valuable information but as already mentioned, not enough to create future value. In order to deliver any financial objectives, we need first to deliver to customers, which is the second perspective. In this perspective are articulated performance measures related to customer satisfaction and the key performance indicators should answer to the question, how customers see us?. In a similar way, in order to do well what the company does for the customers, it is necessary to identify what are the vital things the organisation needs to excel at in order to implement the strategy. This is the third perspective and Kaplan and Norton call it internal processes. This approach measures aspects related to the core of the what the organisation does in order to generate profit. Finally the fourth perspective looks at the intangible enablers of the business or the learning and growth perspective. Aspects like retaining the right human capital and keeping them engaged, investing in a good IT infrastructure, or having the right organisation culture, will help the business to do the right things internally, which helps to deliver to the customer which ultimately helps to deliver the financial objectives. A very important step is choosing the aspects the company will measure in order to achieve the strategic vision. These measures are known as key performance indicators (KPI’s). Choosing the appropriate KPI’s is a crucial as they will monitor the progress towards specific goals. According to Kaplan Norton (1996), KPI’s should be meaningful, unambiguous and easy to understand by all the members of the organisation. They should collect relevant data embedded in the normal organisation’s procedures, they also need to be able to drive improvement and should be intrinsically linked to the critical goals and key drivers of the organisation. In order to implement the Balanced Scorecard approach, Kaplan Norton (1996) identified three levels of information. The first level sits at the very top of the organisation and is where the corporate objectives are defined, the second one translates the corporate targets into more specific targets for each business unit and the third is the team and individual level where specific objectives are articulated which means that everyone in the organisation is aligned with the top level objectives. Since its creation in the 1990’s, the BSC has evolved from a simple dashboard of performance measures into a comprehensive management system that aims to channel the abilities and specific knowledge of each member of the organisation towards achieving long term strategic goals. Due to its simplicity, it is reported that it was the most widely adopted performance measurement framework in 2010. Over 50% of Fortune 1000 firms now use the BSC methodology and an estimate 85% have adopted some kind of performance measurement. Also, the BSC was selected by a panel from the Harvard Business Review as one of the most influential management ideas of the past 75 years. (Harvard Business Review, 2013) However, the implementation of the BSC is not free of challenges and many authors find numerous flaws. Thomas (2004) for instance argue that the BSC simply provides a list of metric results and lacks recommendations and advice. Besides there is little evidence that shows that the use of the BSC improves decision making as many companies seem to fail to act on its findings. Smith (2013) also highlights other important concerns when implementing the BSC: -There is a risk for unclear and poorly designed metrics. -There is a lack of efficient data collection and reporting, particularly non-financial metrics. -It has no process improvement methodology. -It is very inwardly focused. If environmental factors such as threats and Opportunities are not considered, the BSC may not present a correct picture of the organisation in the market. Critical assessment of the application of the BSC in a hospitality business Although the BSC has been deployed widely amongst businesses, government organisations and even non-profit organisations, research show that it has been minimally applied within hospitality businesses (Gunasekaran et al. 2001). In my own personal experience working for Premium Country Dining Group, part of Mitchells Butlers, the leading operator of restaurants and pubs in the UK, I have struggled to perceive evidence of the implementation of the BSC or any other framework for performance measurement in the business. After 15 months working for the organisation I still don’t know what the company’s strategic objectives are in the short term and what specific contributions towards those goals are expected from me as an employee. Is difficult to identify who is to blame for this, but the reality is that the strategic vision hasn’t permeated down the organisation. On the contrary, every day I see evidence that comes to show that the main source of comparative information used to measure performance and efficiency are still the traditional financial and accounting reports, which has been proven to provide a poor and inadequate view of the business in terms of helping decision making and provide strategic directions. Financial ratios such as net operating profit, labour costs or average covers per day are commonly used in the business to evaluate performance and are the main factors considered when forecasting in terms of ordering of food and drink, preparation levels of food and staffing. These ratios along with good doses of intuition and past experience seem to be the main drivers to lead the company which in words of Kaplan and Norton (1996) is like trying to drive a car just by looking at the mirrors. Although the restaurant has the customer at its core. Although both front and back of the house do their best in order to provide a quality product, quick service and the best customer experience possible and although the company’s motto: â€Å"Simply amazing pubs† may give a hint about the strategic direction of the company, all these are failing to materialize because of the lack of a solid strategic performance management framework and a good set of key performance indicators that could highlight where are we failing, why customers complain and why our business is buried down on the Tripadvisor rankings and there is no plans for action. It is obvious that the company is disregarding the internal processes, as can be seen in the high staff turnover, lack of encouragement for employees to grow, and tight cost-control in maintenance which leads to difficulties in doing our job effectively. This consequently leads to long waiting times for customers and a poor service due to short staffing (customer perspective), and ultimately this poor service and unsatisfied customers affects the much regarded financial results. Definitely a more organised approach to process design and the inclusion of non-financial performance dimensions would result in an increase of overall business effectiveness. Conclusion This research has found that the Balanced Scorecard or any other framework for measuring performance such as the performance pyramid, the performance matrix or the EFQM business excellence model, are effective tools in bringing together previously disparate measures into more coherent models. In the case of the BSC, it has proven to be particularly successful in adding a much needed non-financial perspective to measuring performance and as Fitzgerald et al (1991) points, encouraging organisations to continually improve, innovate and expand their capabilities in order to gain competitive advantage, understand customer’s needs and adapt to the changing environment.

Terrorism Essay -- essays research papers

A gunshot, an explosion, and screaming heard. That is what is generally thought of when one hears the word "Terrorism". In most cases it is true, but there are many other types of terrorism. Most terrorist incidents in the United States have been bombing attacks, involving explosive devices, tear gas and pipe bombs. (Collins, B. 1)The Federal Bureau of Investigation (FBI) categorizes terrorism in the U.S. as either; domestic or international terrorism. Terrorism is the use of force or violence against persons or property in violation of the criminal laws of the United States for purposes of intimidation, coercion or ransom. Terrorists often use threats to create fear among the public, to try to convince citizens that their government is powerless to prevent terrorism, and to get major publicity for their causes. (Hancock, L. 1) Terrorism has been around for many years. A recent mass act of violent terror occurred during WWII. Terror was released on Germany and many neighboring countries because of one mans belief in how people should be and how they should live. Hitler was elected chairman for the National Socialist German Workers (Nazi) party in 1920. Adolf climbed his way to power over Germany. An Enabling Act passed by giving legislature, allowed him to "Nazify" the bureau, and replace all labor unions with one Nazi-controlled German labor front, and not allow any political parties except his ...

Major Competitors for Toyota Company

Major Competitors for TOYOTA Company Toyota Motor, among the world's largest automotive manufacturers by auto sales, designs and manufactures a diverse product line-up that  ranges from  subcompacts to luxury and sports vehicles to SUVs, trucks, minivans, and buses. Its vehicles are produced  either  with combustion or hybrid engines,  as with  the  Prius. Toyota's subsidiaries also manufacture vehicles: Daihatsu Motor  produces mini-vehicles, while  Hino Motors  produces  trucks and buses. Additionally, Toyota makes automotive parts for its own use and for  sale to  others.Popular models include the Camry, Corolla, Land Cruiser, and luxury Lexus line, as well as the Tundra truck. Ford Motor Company is the second-largest automobile company in the world. Ford's main focus is automobiles; however, they also operate in Ford Credit and Hertz Corporation. Ford also has controlling interest in Mazda Motor Corporation. Ford was established June, 1903; in an old wag on factory in Detroit Michigan. In 1903, Ford began production on a two-cylinder, 8 horsepower called the Model A. They produced a total of 1,708 of these cars in their first year of operation.Toyota Motor Corporation was Japan's largest car company. Toyota ranked the world’s third largest by the year 2000. The company could produce near five million car units annually in the 1990s and controlled approximately 10 percent of the global market. Toyota was founded by a man named Kiichiro Toyoda in 1933. He did not produce his first car until 1935. By this time General Motors and Ford were already operating in Japan. Both companies are manufactures of cars which are sold in the United States. One is made in Japan and the other in the United States.They are both a financially well because of the popularity of their cars. The accounting criteria's that they both face are different because of the foreign rules and regulations. Both companies are faced with their own set of rules tha t have to be followed, but Toyota is faced with more issues since they sell their cars in the United States. Toyota's  recent string of troubles – from multiple  recalls  over unintended acceleration to a new report this morning that their popular  Prius hybrid  could have problems with its  braking system  Ã¢â‚¬â€ created a series of questions in the minds of their owners.Where the public might have previously thought that recall problems were the bastion of the domestics and  safety issues were permanently in our rear view mirrors after decades of innovation and pressure from the U. S. Department of Transportation, now it appears that there's a new world order: could Toyota be, after all, mortal? Where some previously believed the company could do no wrong, there does now exist a void. A few competitors have a crystal clear idea of how to fill that void.In the wake of the recent unintended acceleration recall, all manner of competitors have created specific sales campaigns to target Toyota owners. General Motors,  Ford,  Chrysler  and  Hyundai  have all stepped up to offer official  rebates  to current Toyota owners, while other brands such as  Mazda  are specifically targeting Toyota owners through some savvy keyword advertising on the web. All in all it spells out one message: Toyota owners might – for the first time in a long time – consider another brand and if they do, some manufacturers want it to be their brand and theirs alone.

Company Profile Of Vodafone Global Services Essay - 868 Words

1. Project Summary 1.1. Identification Client’s Company Name Vodafone Global Services (VGS) Trading Name/s Vodafone India Services Pvt. Ltd. Company Size 500-1000 Business Address Cluster D, EON Free Zone, Kharadi, Pune – 411013 Contact Numbers Tel: +91207274000 Fax: +91207274000 Web Address www.vodafone.com Email Address Erle.figg@vodafone.com Nature of project SAP Technical Operations Transition In house from IBM Location of project Pune Name of your employer Vodafone India Services Pvt. Ltd. 1.2. Duration From To Total project duration 10/2011 04/2013 Your involvement 05/2012 04/2013 1.3. Resources Your Team Client Project team size 250 18 Size of team led by you 04 01 1.4. Personal Involvement Please list the phases of the project in which you were personally involved Start Completion Phase Description 12/11 02/12 Requirement Gathering 03/12 07/12 Functional Design, Technical Design and Design Documentation 08/12 11/12 Development and Data Migration 12/12 03/13 Testing and Deployment 1.5. Describe your role(s) and responsibilities, including the leadership aspects. My involvement was in the following three phases of the project as a Quality and Reporting Manager of the project. Start Completion Phase Description 03/12 07/12 Functional Design, Technical Design and Design Documentation 08/12 11/12 Development and Data Migration 12/12 03/13 Testing and Deployment As a Quality and Reporting Manager at Vodafone, I was also responsible for transition andShow MoreRelatedSponsorship and the Marketing Mix Throughout Vodafone Essay1440 Words   |  6 PagesSponsorship and the Marketing Mix Throughout Vodafone Throughout the course of my investigation, I am going to look at how Vodafone uses the marketing mix and how this is beneficial to them as a company. Also how they get their message of the company across to the public. I intend to use both primary and secondary research throughout my investigation as it will be helpful in gathering my information. 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love and relationships - 1615 Words

By Abbas Zaher Introduction and analysis of Poems (Part A) Warmth of connection, elegance and beauty, passion, support and sacrifice. These are all vital elements needed for love. This anthology of poems is about the theme loving relationships. These poems allow the reader to explore the ways in which each relationship has a different overall emotion. From the thrill and passion described in â€Å"Electric Love† by Denis Glover to the overwhelming care and nurturing in â€Å"Bridge over troubled water† by Paul Simon. Readers gain an enhanced perspective of how strong bonds between one another are dominated by an overall different love. This is demonstrated in the poem ‘Tidal Wave’ by Stacy Lynn Stiles. This poem shows a mothers affectionate†¦show more content†¦This is also shown in the quote â€Å"Sail on silvergirl sail on by your time has come to shine†¦ if you need a friend I’m sailing right behind†. The â€Å"sail on silvergirl sail on by† reveals that his time of taking care of her is over, however â€Å"if you need a friend I’m sailing right behind† portrays that he will always be there for her to protect her. Therefore the father wants to keep hold of the loving relationship between him and his daughter and do whatever it takes to keep her safe and happy. Thrill, excitement and happiness are demonstrated in the poem â€Å"Electric Love† by Denis Glover and also the spark between a man and a woman. This is portrayed in â€Å"Oh yes my loves a dynamo, who charges all the air; my love is an Electrolux† The mixture of vibrant, joyful metaphors demonstrates the excitement and liveliness that they have in the relationship. The quote â€Å"my love is a dynamo who charges all the air† implies that his love is captivating and full of energy and whenever he sees her there is a spark which seems to arouse him. Also â€Å"My love is an Electrolux† represents that his love lights up his life and brightens his day. This is also conveyed in â€Å"Hers is the current keeping bright. My filament of being†. This combination of stimulating metaphors exemplifies the strong love in the relationship. â€Å"My filament of being† shows that his love is keeping him alive andShow MoreRelatedLove : Love And Relationships Essay1213 Words   |  5 PagesLove and relationships Love is a significant aspect in people’s lives that requires commitment and attention. Despite the many assumptions on love, it is important to understand that happiness in love comes from sharing not only the good but also the bad. In order to have a successful relationship, there is need to understand that love requires sacrifices as well as endeavoring to cultivate love for mutual benefit. If true love existed in the world, there would be no need for divorce. 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Love is a stated mind that wishes others to be happy and free from suffering. The more someone loves another, the more suffering they may experience as a result of love because the heart speaks unto the heart. In the novel, Like Water for Chocolate by Laura Esquivel, we can see how Tita is condemned to suffering. Since Tita was born, she was in need of love from her mother, but she received love from the maid, Nacha, who

How Have Female Figures Played a Role in Art History Essay

Throughout history female figures have played an important role as subject matter. The female figure is very subjective, as peered through the different lenses of varying cultures. The status and functions of women in these cultures are the primary factors that influence how they are portrayed in art of a certain culture. However, the female figure itself through its natural and inherent iconography represents fertility and the importance of women in society. This natural iconography creates certain parallels in content between all works that use the female figure as subject matter. This varying subjectivity of a female’s status based on an artist’s culture will create differences in content and themes; however some aspects remain similar†¦show more content†¦This statue has played an important role in representing the religious and political culture of the Yoruba using themes of the female figure. In the Athena Parthenos created by Phidias and housed in the Pa rthenon of Athens, the female subject primarily exhibits the power of a goddess and various idiosyncrasies of the Ancient Greek culture. The picture that emerges is a standing, fully armed, and elaborately dresses Athena, holding a small statue of Nike in her outstretched right hand and cradling her spear with he left. The Statue of Athena is very representative of fertility not because of any particular content but because of the subject. In Greek mythology, Athena was supposedly born from the mind of Zeus. She represents a symbol of life and birth without any particular styles of the art that agree. Undeniably, she is also a goddess. She is capable of great power and her size commands respect. Her armor and weapons, phallic symbols, show that even as a female she can be revered as a goddess of power. 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Leading and Managing Organisational Change

Question: Write an essay on "Leading and Managing Organisational Change". Answer: Change Resistance This report reflects my personal opinion and the vast experience on number of issues relating to change. It also provides a reflection on resistance to the change and the impact on organisation. Forces that contribute to change can be External and Internal and these combine to form the change like Economic and political, Cultural and Social, Technological and New Leadership, New Mission, Conflict (Todnem ,2005). Resistance can be usually referred to as an inevitable response that arises with change and shall therefore exist within organization. This can occur at various organisational levels. Therefore it becomes the necessary action that needs to be taken by these individuals and also the groups when they presume that change which is happening poses a threat for them. It also can encourage healthy work discussions. Management looks at resistance as the end thing during process of change. In major cases it is likely that it will bring detrimental impact towards the whole organisational program. Hence organisations realised the advantages of team work and involvement of Leadership to overcome these barriers. It also encouraged understanding the ways in influencing Leader. To understand better we can take the example the technology which people were averse because of the complexities, but with leaders in the industry able to guide them through the process in understanding how simple it makes their work with little effort helped the industry to grow. Behavioural concepts Leadership After learning the behavioural approach helped to understand the positive and negative effects and the desired actions from management. The Behavioural concepts and theories of the leadership mainly focus on studying specific traits of the leader ( oran, Brightman, 2000)Two types of leaders Task Oriented Leaders mainly concentrate their behaviours on the organisational structure, the operating practices while looking to keep close control. They look at favouring behaviours which are in tune with Organising, with initiating, with clarifying and also with information gathering. People oriented leaders primarily focus on ensuring inner needs and concerns of people are met first. These leaders look at motivating the staff by focussing more on human relationship. They however manage to concentrate on the work and the results which these leaders achieve by different means. These Leaders with people concentration posses traits that are in tune with Listening, observing, encouraging, mentoring and also coaching. Through Psychodynamics, better known the dynamic psychology, in the broad aspect, is the approach towards the psychology which emphasizes the systematic study of the psychological forces that make of the human behaviour, the emotions, the feelings and their relation to early experience. A understanding is the behaviour of the salesman in the organisation where his reaction to the various achievements when he is rewarded and also at times he is unable to achieve his targets. The leadership approach underlying there to make the salesman motivated makes its impact. After motivation has personally witnessed Salesman in our organisation achieve double digit targets (Burnes, 2004). Teams /Groups are defined as number of people looking at completing the task together. Hence group identity is created. Largely people belong to Group membership by one way or other by nation, religion, sport etc. Therefore this Group membership influences the behaviour of individuals in different ways by providing a sense of identity and also security, helps develops a structure with including roles, establishing the norms and also expectations for members to conform, improves the output through the collective support which can result in also conflict with the other groups, communication of shared knowledge. I have seen myself taking pride in being associated with groups that provides me with recognition that is at my society, office or elsewhere. It creates the pressure to perform to achieve the groups norms which are rules about behaviour in the group that they set. Team work is a technique that organisations use to gain the benefits of the groups presence has on the individual behaviour. It affects the work in the organisation (Dessler, 2001). From my personal experience belong to a group which is having its feet on ground and are very practical oriented in life. From the organisations perspective have a team where we can take effective decisions, help each other to accomplish the tasks by helping each other. The above context also summarises the interdependence that myself experience which can be of the degree of Interdependence, pooled interdependence, sequential interdependence, and reciprocal interdependence depending on the various stages of operations and circumstances in life. Hence with understanding it is well understood that Team work enhances the end results. Dunbars and group norms This report reflects upon the personal views and the experience on issues relating to the Dunbars Number which are really a suggested cognitive limit on number of manpower along with those one really can maintain a positive social relationship. Its about relationship wherein an individual must know about each person and how they relate to every other (Hallinger, 2003). Therefore it is important to know the relationship and the limit to the number of individuals to work in the team. From my experience after undertaking a project we realised that too many people in that team were spoiling the project because of various issues that was because of motivation, proper coaching etc. Hence we downsized the number of people as it started fetching better results. This inspired me to have better leadership skills where effective communication is very vital. Having discussed task and relationship oriented leaders myself understood that it is better to maintain a relationship approach at the same time keeping the task on priority basis. Therefore it has to be combination of both as ultimately organisation grows if people within organisations grow. Hence it is vital to have group discussions (Beer, 2000). Having experience both a leader and also a follower these qualities are important for Leaders to be honest, inspiring, forward thinking and more so competent to lead while Followers need to be also honest, dependable, cooperative and also competent to perform the task. It is also important for Leaders to look at the influence where he should impact and also provide necessary freedom to the group. Hence he should Decide, Consult individually, and Consult the Group, Facilitate and then Delegate. Leadership traits After having understood and experienced it is these qualities like vision, strategy, decisions, challenges, teamwork, creativity, motivation and ambition are vital to work effectively in the organisation. It is therefore the very qualities that determine the job fitness for growth. It can also be the Type like realistic, investigative, social, conventional, enterprising and artistic with personal characteristics and their occupations which they suit to. Leaders behaviour towards the members can be in-group or out-group depending on his personality as I have experienced more of in-group in the various organisations worked providing Direction, Monitoring, Motivating, Support and also giving rewards ( Elving, 2005). It is important for leaders to have qualities that support change. The edgy catalyser to create change creates discomfort, visionary motivator energizes people by engagement, measured connector- sees the purpose and connectivity to help change, tenacious implementer who sets and plans deadlines and the needed progress to achieve, being a thoughtful type architect designs the strategies that lead to provide basis for change. Leadership Styles Having seen Leadership styles differ from person to person and also across organisations like Authoritarian, Delegative and Participative. Participative leaders bring positive environment, cooperative relationship, diversity that is valued, balance in participation, conflict management concepts, clear defined goals and roles, clear and also open communication methods, and finally effective use decision making capabilities. From my present experience in my organisation it is important be involved, take ownership and be committed to the job at hand (Peus et al 2009). Planned Unplanned change Unplanned change occurs because of lack of planning. Therefore it is vital to see the types and process of change like the planned, Unplanned, Evolutionary or Revolutionary. Its from the experience from my organisation to implements new technologies we faced this unfreezing, changing and freezing of the process and thereby helped its implementation (Crawford Nahmias, 2010). Leading change also reflects on the Leadership style, the flexibility in structure and the open organisation culture. We faced a lot of questions initially during the change and the organisation was encouraging to understand the concerns. Conclusion: Having completed the task and gaining a good and wide understanding regarding the very concept relating to change management and the leadership styles with its implications has been really worth and expect this study to help me in future to implement these areas of change in the various processes of the organisation that myself may work. This case study provides a valuable experience of the various tasks learnt by incorporating real life experiences. References Todnem By, R. (2005). Organisational change management: A critical review. Journal of Change Management, 5(4), 369-380. oran, J. W., Brightman, B. K. (2000). Leading organizational change. Journal of Workplace Learning, 12(2), 66-74. Burnes, B. (2004). Managing change: A strategic approach to organisational dynamics. Pearson Education. Chicago Dessler, G. (2001). Management: Leading People and Organizations in the 2131 Century. Hallinger, P. (2003). Leading educational change: Reflections on the practice of instructional and transformational leadership. Cambridge Journal of education, 33(3), 329-352. Beer, M. (2000). Breaking the code of change. Harvard Business Press. Elving, W. J. (2005). The role of communication in organisational change. Corporate Communications: An International Journal, 10(2), 129-138. Peus, C., Frey, D., Gerkhardt, M., Fischer, P., Traut-Mattausch, E. (2009). Leading and managing organizational change initiatives. management revue, 158-175. Crawford, L., Nahmias, A. H. (2010). Competencies for managing change. International journal of project management, 28(4), 405-412.