Select your office

Reinventing Customer Management – Lessons from the Best of...

"The problem with our organisation is that we have our face to the boss and our backside to the customer!" This statement – quoted recently by the CEO of a major manufacturing corporation – expresses the frustration many managers have felt in their efforts to realise their vision of truly...

Viewpoint Maastricht Doesn't Matter – European...

European market integration has been one of the great economic success stories of the past 30 years. But the movement seems to have lost steam.

Technology Assessment – Are You Doing It Right?

If you're involved in a technology–based business, chances are good that right now you are making investment decisions that will affect your business performance into the next century.

Creating a High Performance Service Organization: A Case...

In recent years, quality management techniques have once again captured the imagination of management in industries around the globe. However, while the techniques have a ready and obvious use in work process redesign, their application to organizational change is less obvious. A recent Arthur D...