You are the customer services manager at WAPA and you have been receiving several complaints and derogatory remarks about the quality of the service provided by the Authority. WAPA has promised to improve its quality of service as its organization changes come into effect.

Using the 5 principles in the organization change process (external environment, expressing the need, consequences, resistance and change leader role) how would proposed changes (real or fictional) proposed by the Authority would make life better for the community?