In today’s ever-changing world, organizations must keep up with the demands of technology, the global economy, and the citizens they serve. Citizens are becoming more vocal with respect to what they expect from public organizations, especially with respect to the quality of service they receive. Excellence in organizations does not come automatically, but rather requires leaders to be highly skilled and effective in leading change.

Directions

Consider this case study of Fremont, California featured in your textbook and answer the following questions: