Please read the case: $$Williams & Norton Insurance: Sustaining Customer Engagement$$ from Chapter four in the book

Please note that:

$$ The question response must be between $400-500$ words in length excluding citations and references.

What external and internal factors influenced Williams & Norton$$s decision to implement a change initiative like FOCUS $2015?$

What leadership challenges were experienced during FOCUS $2015?$

Which change model would have been preferable to use to drive the success of FOCUS $2015?$