organisational change - Organisational change is change that a business goes through to transform a major part of an organisation., One reason for change - To meet customer needs, Potential impact for not responding to change - Loss of customers, Change driver - A change driver is something that can be internal or external that pushes a business to change., SWOT - Strengths, Weaknesses, Opportunities, Threats, PESTLE - Political, Economical, Social, Technological, Legal, Environmental, Strengths and Weaknesses - They affect the internal factors of a business, Opportunities and Threats - They affect the external factors of a business., HR responsibility - To look over all the employees , Innovation - a process to conceptualise new ideas for products., USP - unique selling points, KPI - key performance indicators, TQM - total quality management, kaizen - sets up quality circles, Ishikawa - fish bone diagrams, Design - senior management team; customer needs; stratergy and objectives, Build - Implimentation plans; policies and procedures, Deploy - Step-By-Step process; docuents; staff training; tools; metrics; actions required, Control - Tracking; audits; routine; risk management, Measure - Data; results; impacts; level of errprs/defects; product returns; customer complaints; customer feedback, Review - Results; audits; improvements; efficiency/efectiveness, Improve - communicate results; introduce improvements; re-evaluate known best practice, Incremental change - Small and continuous change, Quantum improvements - Big changes all at once,

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