Table of Contents

INTRODUCTION.. 2

Interview with Lily Lien (Marketing Director) and Mall Tenants. 2

CHANGES. 2

DIAGNOSIS & READINESS. 2

RESISTANCE.. 2

Managing Resistance. 2

Change Models. 2

Kotter’s 8 Steps. 2

Mintzberg and Quinn’s model of change. 2

IMPLEMENTATION CHANGE.. 2

The OD Practitioner. 2

COMMUNICATION & ORGANIZATIONAL CULTURE.. 2

Crafting the Vision. 2

CONCLUSION.. 2