Simply put, the reality for most agents is change or perish. In the case of Palmer's agency, the results were impressive. Define a change vision. The vision defines where the change is headed. It is a destination, a target.
Vision provides direction and focus for the activities necessary to accomplish the change.
Get commitments for specific actions. The plans contained a statement of what the initiative would accomplish, its major objective. Then they listed specific steps that would be taken, the team members who were responsible for the steps and, where appropriate, due dates for when the steps would be accomplished. Each plan was signed by the staff members responsible for its implementation, to indicate their agreement with and commitment to the goals and activities. He met with the full department at least once each week to review improvement activities.