Asserts that leaders will be judged in the 1990s by their ability to develop new ways of working. Considers both the form and the process of change and looks at the way leaders may be helped towards achieving rapid change. Suggests that new assumptions require new practices. Provides a list of tactics which have been, or show promise of being, effective in bringing about successful change. Contends that doing more with less demands focus, efficiency and improvement, and that it starts with thinking about doing things differently in order to do different things.
Managing Service Quality – Emerald Publishing
Published: Jan 1, 1991
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