The document discusses different approaches to process change - the traditional approach focuses on increasing control through reactive measures, while the non-traditional approach aims to increase influence through proactive solutions designed to influence outcomes rather than directly control them. Specifically, it recommends making processes less dependent and more interdependent, increasing one's zone of influence rather than control, and providing examples of influencing customer behavior versus directly controlling it through reactive measures like adding staff.

1. TheInfluencing Factor for Process ChangeTraditional ApproachNon-traditional ApproachZone of ConcernZone of InfluenceZone of Control Increase the zone of Influence & not zone of control