Purpose – The purpose of this paper is to provide an explanation of the DiSC personality model along with a real‐world example of its effectiveness. Design/methodology/approach – The DiSC personality model explores people's communication priorities and how those priorities influence...

Purpose – The purpose of this paper is to reveal a very result‐oriented and successful method of management training. Design/methodology/approach – The objectives of the paper are achieved by using tangible goals, a high degree of accountability for participants and engagement of staff and...

Purpose – The purpose of this paper is to demonstrate ways in which innovative thinking can bring about radical change to organisations. It aims to identify some of the many creative ways this innovative thought can be liberated from staff members using quality processes, and argue that a...

Compared to the rest of the world, quality management in Russia is still in its infancy. Unless an appropriate quality culture is developed to support and sustain quality management practices, it would be ineffective to introduce quality management systems into Russia. In this article, several...

Purpose – The purpose of this paper is to explain the strategy and tactics behind Norwich Union Insurance's decision to mount a major initiative to improve the quality of the customer service offered in its customer contact centres from merely “good” to “great”....

The study of complex adaptive systems which explains the constant flux of living systems is arousing much interest as a paradigm and model for studying organisational behaviour and associated disciplines. A new order of reality emerges as a result of the constant interaction and coevolution of...

Challenges the notion that leadership is about control by strong personalities. Draws on theories of organizational change to show the part leadership plays and how it needs to change to enable organizations to transform themselves to compete most effectively in the modern economy. In...

Government initiatives and the drive for greater efficiency and best practice mean that much of the NHS is facing change and upheaval. Consequently, many employees feel unsettled, insecure and unsure of the future and how they can continue to develop their career. To try and address some of...

Action learning can be used as a vehicle of change as well as for personal development. This article explores the initial analysis of organisational issues and outcomes desired by the client organisation. The overall requirement was to select and apply a method of change and development which...

The latest Bourton Group survey on trends and opinions in UK industry looks at the likely operational impact of four key areas of change: globalisation; the increasing power of the customer; social and environmental; and e‐business. Companies are gearing up uncertainly to face what are seen as...