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Describes a study undertaken for a major Scottish drinks company. The company believed that the quality of service to its customers had declined in the course of merger and rationalization. Presents the background of the company and describes relevant company procedures in outline. Also describes...
Major change efforts, such as business process redesign and transformation of the supply chain, can usefully be linked to an organizational learning approach. Radical change stands a far greater chance of success if attention is first paid to overall organizational readiness. Suggests a framework...