the opinions of the lower-level staff count as much as the opinions of the top managers in decision-making. This approach is based on the notion that changes can be more effectively implemented where lower-level staff are allowed and encouraged to use their job-knowledge and experience in facilitating change (Madura

2006). Kay adopted the top-down approach by failing to incorporate the opinions of workers in the process of introducing and installing the new equipment. A more successful approach that Kay would have adopted is one that includes both the top-down and bottom-up approaches. By adopting the combined approach