If ‘partnership’ means anything, it must mean partnership with those who work for us; our staff.

Managers, rather than trainers, have a key role in helping to develop their people′s careers – but that does not mean simply going through the motions of one‐off annual appraisals. Career development has serious implications for individuals and organizations.

The importance of customer service to organisations of all kinds, whether in the public or private sector, is now acknowledged. But the definition is frequently too narrow. Good service starts before a transaction takes place and goes on after its completion, including the market research...