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Kotter: Why Transformation Efforts Fail

Leading Change: Why Transformation Efforts Fail, by John P. Kotter, published by Harvard Business Review

Category cultural transformation ref, leadership ref

Measuring Customer Service

‘Setting Customer Service Standards’ published by the Institute of Customer Service

Category leadership ref

Integrating Quality and Environmental ...

There are benefits and efficiencies to be gained in combining ISO based quality systems (ISO/TS-16949, QS-9000, or IS… Read more

Category leadership ref

Change the World, not the person

How to change behaviour in an effective and painless manner, reducing resistance and encouraging cooperation.

Category cultural transformation ref, leadership ref

Five men in a boat

Work with the winners and build momentum for change – an analogy for all organisations.

Category Lean ref, cultural transformation ref, leadership ref, six sigma ref