How ICL identified the need for a new “mind set” is described and the action taken to create it. A programme of training was instituted, which was unusual in being both mandatory and applied to the board itself. The concepts of career management are introduced which will be developed further...

Competence‐based management for senior management within Manchester Airport plc was introduced in late 1988. A case study is provided covering the recognition of the need for change; targeting specific changes in skills, values and attitudes; the raising of performance levels; the...

Today it is more important than ever to get a “pay‐off” from management training and development in terms of improved organisational performance. An initiative in W.H. Smith is described which focuses on helping managers improve performance and learn in so doing. The key issues facing...

Reintroduces the concept of an integration phase in an organization′s social system to bring together its economic and technical sub‐systems, and to synthesize individual and organizational eeds. Details the basic principles and values inherent in such a phase, relates it to business‐led...

Perhaps the single most powerful competitive edge any company can have over the next decade is providing superlative service. As technology progresses at a rapid pace and the benefits of any organization or product bear remarkable similarity to a competitor′s, the one sustainable, competitive...

Relationship marketing is widely regarded as effective in developing competitive advantage. But views on exactly what activities constitute relationship marketing may differ in various cultural settings. In‐depth interviews with account managers in commercial banks in Hong Kong yielded a list...