Purpose – Describes an award‐winning training program for call‐center and counter employees at the Nottingham City Transport travel center, UK. Design/methodology/approach – Presents the reasons for the training, how it was devised and delivered, and the results obtained. Findings –...

Purpose – Suggests how organizations can develop the ability to detect, interpret and act on important but weak signals of fresh threats and new opportunities that emerge on the periphery of their usual business environment. Design/methodology/approach – Offers a programme that organizations...

Purpose – The purpose of this paper is to explain how opening up decision making to those who can add value helps to transform organizational performance. Design/methodology/approach – Reveals how this was achieved at a top‐four UK bank. Draws on some of the ideas presented in the author's...

Purpose – The paper aims to describe the policies that helped business‐telecommunication specialist THUS plc to win the HR Team of the Year title at the HR Network (Scotland) awards, after 12 months in which the firm saw its headcount increase by 60 percent through organic growth, winning...

Purpose – This paper outlines the importance of HR Business Partner using business data in order to contribute at a strategic level. Design/methodology/approach – Provides evidence for a three year pan‐European case study of the correlated link between a HR influence on employee engagement...

Purpose – Addresses the link between the emotional engagement of employees and competitive success, and gives advice on how to identify poor performance areas and what can be done to improve them. Design/methodology/approach – This briefing is prepared by an independent writer who adds their...

Purpose – This article presents the view that change is part of nature rather than an industrial process, and that HR specialists are well placed to approach it with the care and sensitivities needed to make it successful. Design/methodology/approach – Highlights the skills and attributes...

Purpose – This paper aims to describe how training and coaching by Kepner‐Tregoe helped to change behaviors among customer‐support employees at Siemens Automation & Drives. Design/methodology/approach – Describes, briefly, the focus of the “Resolve” workshop, but concentrates on the...

Purpose – This paper aims to describe how Staffordshire Fire and Rescue Service, UK, has introduced a management and leadership programme that has driven positive change in the organization. Design/methodology/approach – The paper details the reasons for the programme, how it was delivered...

Purpose – The purpose of this paper is to trace the process by which the new management of airline El Al sought to implement a premium service strategy and to assimilate this strategy into its organizational culture. It aims to focus on the human resources aspects of the changes....