Reports on a survey, carried out by the British Institute of Management, which shows that to survive, organisations have to be more responsive to employee and customer needs. Asserts the successful management of relationships is critical to business success. Discusses management and customer issues. Records the findings of the BIM survey. Concludes that major corporations operate in an unstable world making them more vulnerable to competition and challenges beyond their control. Understanding these changes requires an awareness of underlying concerns and values. Asserts there is no single path to quality but common to all winning companies is that they view continuous improvement as never‐ending. The focus should be upon the customer throughout.
Coulson‐Thomas, C. (1991), "Managing culture change", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 187-192. https://doi.org/10.1108/09604529110028643
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