In an amazing turnaround that saw stock prices soar 1000% in just three years, the Best Buy story of corporate transformation, financial rejuvenation, and fundamental cultural change has become the undisputed example of how the much-touted principles of the learning organization can be applied to produce truly long-term, bottom-line value. Written by the consultants who were there every step of the way, Big Change at Best Buy reveals the secrets of how the once-sprawling entrepreneurial maverick transformed into North America's #1 specialty retailer - converting supercompetitive individualists into collaborative systems thinkers. For the first time, the authors showcase the proven methods and tools that helped Best Buy achieve phenomenal growth and map out in detailed, actionable steps what it takes to implement organizational strategies that fundamentally alter behavior-the key to sustained change. Focusing on the three important areas where change matters most - the head, the heart and the hands - Big Change at Best Buy offers hard-won lessons for every executive and manager on how to turn management practices and a culture designed for rapid growth into the kind of disciplined, customer-centered operation that now drives Best Buy's success.