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1. How do we link strategic and operational change?
Answer: Hambrick and Cannella present a 5-step approach:
1. obtain broad inputs at the formulation stage
2. assess obstacles at the formulation stage
3. make early attempts at making small changes using the full array of levers including: resource commitments; policies and programme; structure; people and rewards
4. sell the strategy vigorously to everyone who matters - throughout the organisation
5. fine tune, adjust and respond to unfolding events
1. What issues are raised by this case in relation to the formulation of a service operations strategy? Answer: This example raises interesting questions relating to service str
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