Frameworks are very popular in the Service Management world, and Organizational Change Management (OCM) is no exception. Karen Farris, an expert in the matter, explores the field in the current landscape, where change is becoming more frequent and faster. Based on the guidelines of her published – and recently updated – book, she goes through the OCM framework, explores the OCM process, and provides advice to leaders looking to implement change successfully.

Karen Ferris is an Independent Organizational Change Management and Leadership Guide, as well as a Service Management Expert at Macanta Consulting. She has published books on Organizational Change and workplace resilience, and has served in the past as a Practice and Service Manager at Proactive Services and National Australia Bank.