Team spirit lacks customer focus
Sunday 07 November 1993
This needs to be borne in mind when assessing the finding that many change programmes are failing for want of the right tools, but Mr Coulson- Thomas's reputation in the study of management is such that the report cannot simply be dismissed as self-promotion. In particular, companies need to address his belief that corporate life does not always match the aspirations associated with such concepts as empowering, enabling and team-building.
The survey involved more than 100 UK and multinational organisations, including the Institute of Directors and the Confederation of British Industry as well as the likes of Rank Xerox and British Gas.
It suggests a shift away from generalities such as 'quality' to the identification and encouragement of activities and processes that actually deliver value to customers.
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