Customers were waiting because of the change. Additionally, managers were losing power by not having control over clients' timelines for completing their paperwork. As a result, slow customer service severely affected employee morale. Account managers' morale plummeted because they felt they couldn't provide the service their customers deserved and expected. Therefore, our report will discuss ways to successfully implement change for centralization and keep employees motivated during this period to improve morale in National Bank of Canada. Kotter's eight-step plan is a step-by-step approach to implementing change. This concept is relevant to understanding the organizational problem of the National Bank of Canada and will help diagnose where it went wrong. At the same time, this concept will help guide the organization to successfully implement the change towards centralization. Kotter's eight-step plan: 1) Establish a sense of urgency 2) Form a guiding coalition 3) Create a new, clear vision 4) Communicate the vision 5) Empower people to act on the vision 6) Plan, create, and reward soon term