"The Change Agents' Handbook: A survival Guide for Quality Improvement
Champions" by David W. Hutton, published by ASQC Quality Press (P.O. Box
3005, Milwaukee, WI 53201-3005) 1994, 344 pp, $24.95 (list)
 
A Book Review by Norman C. Frank, PE, CQE, CQA
CER Corporation, Washington, DC
 
"The Change Agents' Handbook" provides a wealth of information and serves as
an excellent reference for effectively understanding the change process and
for effectively initiating change within your organization.  The book is
directed at all champions of change, which includes all levels of management,
all advocates and activists, and all official change agents.  This book would
be particularly useful to the "ISO Coordinator" required by the ISO 9000
series standards.
 
Seventy-two exhibits provide drawings, diagrams, tables, guidance, and tools
to help make the material easily understandable.  The initial chapters follow
a time sequence beginning with the identification/assignment of a change
agent.  The requirements of the job, the characteristics of a successful
change agent, and the initial steps to initiate a new process are contained
in the first five chapters.  The next three chapters cover managing the
change and using your resources, both internal and external.
 
Perhaps the newly assigned change agent should read the final chapter first. 
The final chapter provides a look at reality by covering "Personal Survival
and Growth" with subtitles: What the Job Is Like, Real-Life Experience The
Agony and the Ecstasy, Looking After Yourself, and Knowing Yourself.
 
Four appendices provide brief overviews of some knowledge areas needed by a
change agent.  Subjects covered include "Quality in a Nutshell", "The Body of
Knowledge" (covering more than just quality), "Strategies, Methodologies,
Tools, and Techniques" (covering various quality tools and approaches to
achieve gains and change), and "Sources" (covering books, videos, and
organizations).  Missing are pointers to the quality forums and electronic
bulletin boards now available.
 
"The Change Agents' Handbook" provides good information for anyone who must
work within or work to achieve change.  Quality Press has once again provided
an excellent book for the quality professional and for management.
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Mr. Frank has over 25 years experience in the field of quality, in the areas
of nuclear quality assurance, research and development, and consulting.  He
is currently in Washington, D.C., with CER Corporation out of Las Vegas,
Nevada.