Draws on the experience of the authors of developing teamwork to strengthen the quality of customer service. Argues that managers who care about their customers cannot leave teamwork to chance. Managers eed to recognize the signs of team effectiveness and early indications of problems and what...

Suggests that the way performance reviews are carried out is changing. A “case law” of European experiences of 360° feedback is building up and the authors share this with a wider audience to help the reader decide the relevance for their organisation to improve team performance. The...