Macro-Change in a Micro-Firm

Abstract

This reflective case history is about a Dutch micro-firm in the technical sector that was grappling with social issues on the work floor. Quarrels between the brothers of this family-owned and operated firm were negatively influencing business processes, teamwork, employee relations, and other social factors, resulting in complaints from customers. The goal of this change program was to help management improve workflow coordination and teamwork, in turn increasing product quality and customer satisfaction.