Purpose – The paper aims to explain how the culture of UK shop‐fitting manufacturer Crusader Displays has been transformed by award‐winning training in the principles of lean manufacturing. Design/methodology/approach – The paper draws on information provided by Crusader Displays...

Purpose – The aim of this paper is to detail the way in which the Innovia Films workforce at one of its facilities, a cellulose‐film plant at Wigton, Cumbria, UK, has safeguarded the plant from the threat of closure through taking part in an award‐winning training program....

Purpose – This article describes how Stack Computer Solutions, a UK mail‐order company that faced a battle for survival ten years ago, has turned its low‐skills workforce into a team of expert professionals, and has increased turnover by almost 600 percent. Design/methodology/approach –...

Purpose – Challenges the notion that people resist change and puts forward a strategy for getting the majority of people in an organisation to support a change initiative. Design/methodology/approach – Identifies four main groups within organisations – saboteurs, groupies, double agents...

Purpose – Puts forward the reasons to focus on employees of call centres and contact centres above any other factor, when looking at ways of improving the customer experience. Design/methodology/approach – Presents the views of Ian Munro, managing director of Contactcenters.com, who has 20...

Purpose – Describes award‐winning training at Pfizer Global Manufacturing (PGM), which has helped to create a “can do, will do” culture among team leaders who previously referred to their managers too many of the issues they should have handled themselves. Design/methodology/approach –...

Purpose – Describes how an award‐winning training and development programme has helped to transform the culture and performance at Fenmarc, a UK vegetable processor and packer. Design/methodology/approach – Describes the problems the company faced before the training initiative, the...

Purpose – Describes the “tangible culture” approach in promoting culture change, and smoothing the way to successful integration, which consultants and researchers devised to resolve some of the issues IBM faced over the $3.5 billion acquisition of PricewaterhouseCoopers Consulting in...

Purpose – This article describes the Fujitsu Services “reputation program”, developed to change the behavior of employees so they genuinely live Fujitsu Services' brand values. Design/methodology/approach – Highlights the challenges the company faced, the ways in which it went about...

Purpose – This article explores the roles played by HR in post‐merger change processes. Helps to uncover the inherent problems in managing HR issues in the post‐merger organization and highlights difficulties in giving HR a strategic status. Design/methodology/approach – This briefing is...