By Philip Atkinson and Malcolm HoldenThe article describes how the authors have synthesised best practice from leading edge change management methodologies and designed a ‘bespoke process’ for driving culture change. This flows strategically from the top of the organisation and swiftly results in implementing a process of breakthrough and continuous improvement geared specifically to the customer. Their approach moves quickly from working withthe top team creating a tangible vision, to defining the culture, values and behaviour that will drive and cause the desired business results. It is unveiled in a totally integrated balanced scorecard approach. This is reflected in creating customer-focused processes, through cultural and behavioural change delivering customer satisfaction, relative competitive advantage and financial success.
The article is published in Organisational Excellence and produced by the Best Practice Club January 2000. Copies are available free of charge by e-mailing email@example.com Â with the postal address for delivery