... realities,420, 422Innovation, xvi; balancing operationalmanagement with, at StorageTek, 405,419–420; chaos and, 275–276; continuousimprovement and, 41–42; Corning’s changemanagement initiative for, 20–42; ... satisfactionimprovement; Service enhancementCustomer service teams, 49–50, 51, 62Customers: change initiatives and, 204–205;employees as, 89, 312; understanding, 34, 41DDamage control, 99Dannemiller, K., ... 105–107;change objectives of, xvii–xviii, 88; company-wide communication at, 92–94, 99, 105–107;competency models of, 94, 95, 109–116;cultural foundations of, 82, 86, 87; culture andchange management...