What we have witnessed in the last 20 years is a series of programmes of change failing to achieve their intended outcomes. Customer Care, ISO 9000, TQM, ABC, BPR. All the research and experience show that the latest panacea does no better than its predecessors.

Over and over again improvement programmes are thwarted by commonly-known but illusive forces. The problem labelled as ‘organisation culture’, which typically leads to rationalisations like ‘change takes time’, or ‘each programme is an element in the total change programme’. Read more…