Empowering Broad-Based Action ~ Remove obstacles to change—both structural and people. Oftentimes, organizations claim to be customer focused but have systems and processes that work against that focus. Removing poor systems and processes is a must to advance change. Also, just as knowing who the key assistors are, it’s smart to know who the key resistors are. Often direct, honest confrontation with resistors can save time and energy, rather than constructing elaborate campaigns around them.