WHY Bother?
Firm Excellence simply suggests changing into the best you’ll be able to presumably be as an enterprise. The intent of this quick article is to outline what’s related in case your agency decides to undertake this unending journey. When carried out appropriately, enterprise enterprise excellence yields monumental benefits to non-public, neighborhood and not-for-gain organisations.
Nevertheless, allow me issue a warning under… as a finish results of jogging my particular person organizations moreover facilitating or advising on sensible implementations for round 1,000 different firms in extra of the previous 35 years, I’ve discovered that the traditional suggested implementation methods are simply not smart ample for Little to Medium Enterprises (SMEs). This overview is thus ready for any SME aspiring to excellence and is created on 3 foundations: Simplify Mix Sequence.
THE 5 Grasp Strategies – Overview
Not shockingly simply after some 60 yrs of software and checks, there may be now a considerable diploma of alignment regarding the nationally advocated frameworks for small enterprise excellence from everywhere in the earth. However there are 3 main troubles for an SME when trying to hold out any 1 of those frameworks:
- Generally getting 7-9 circumstances for achievement, these frameworks are proving too elaborate for people to do not forget off by coronary heart.
- There isn’t a proposed sequence for addressing all the necessities round time.
- The advisable method is to begin with a complete overview of the organisation’s current performance from each single of the 7-9 necessities after which to deal with the best precedence locations for enhancement – however this takes appreciable time and {dollars} and does not entail all of the employees.
We’ve got situated {that a} simplified framework is important to mix all of the implementation routines. This framework is in line with the internationally recognized frameworks however has solely 5 Be taught Actions (in its place of 7-9 evaluation standards). We’ve got additionally found that these 5 Grasp Steps should be utilized in a rational sequence. With Shopper Goal because the overriding driver, the 5 Be taught Strategies (all of that are stipulations for Firm Excellence) are:
- Shared Strategic Course
- System Design & Imnprovement
- Normal efficiency Measurement & Suggestions
- Experience Seize & Leverage
- Administration & Administration of Alter
1: Shared Strategic Route
With purchaser purpose because the all-pervasive primary driver, the initially prerequisite for group excellence is a Shared Strategic Path – correctly enabling each single particular person within the organisation to ‘pull the rope in the identical course’. The essence of method is to shift anybody from the place by we are actually to the place we want to be at some long run situation in time.
The proof of incredible technique is a obvious and fixed sample of selections truly constructed by the agency as a complete!
2: Methodology Design and magnificence & Development
Since all get the job completed is accomplished because of processes, it follows that Strategy Model & Enchancment should be the 2nd prerequisite for firm excellence. In different textual content, Process Design and magnificence & Development is HOW we are going to attain our Shared Strategic Path.
This Grasp Step generally yields the best net rewards for the organisation!
3: Efficiency Measurement & Feedback
As time goes by, of coaching course we are going to need to know irrespective of whether or not we’re attaining our Shared Strategic Route and whether or not our important processes which can get us there are wholesome! Consequently the up coming prerequisite for enterprise excellence should be Effectivity Measurement & Feed-back.
It really works easiest after we measure Essential Effectivity Indicators (KPIs) for a) achievement of our agreed Strategic targets and b) for the wellbeing of our Key Processes that with one another make up ‘Operations’. Best observe is to limit the resultant vary of KPIs to solely these which might be deemed to be important. This minimizes the work anticipated to take care of them updated and to current the information to these individuals accountable.
4: Info Seize & Leverage
Understanding Seize & Leverage has turn into increasingly more vital greater than the sooner 40 years as organisational property carry on to show into way more awareness-primarily based mostly and considerably much less finance-based principally. There are 3 highly effective elements why an SME wishes to reap its understanding efficiently:
- Spectacular technological regulate (World extensive net e-mail and plenty of others) has enabled opponents to seize and leverage their experience with rising relieve.
- Globalisation wants that we carry on high rated of market developments to be able to proceed to be aggressive.
- Cell Workforce – workforce generally tend to think about their know-how with them after they go away till we do one thing about it.
5: System Model and design & Development
Final however not least, Administration & Administration of Change is vital given that transformation within the course of enterprise excellence can occur provided that all of your people are keen and in a position to participate within the modifications.
Allow us to now additional extra examine each of the Grasp Measures within the suggested implementation sequence…
Be taught Stage #1: SHARED STRATEGIC Course
The organisation’s Strategic System is based on getting an agreed excessive stage (1-web website) Course of Product for the entire small enterprise of the organisation. If any of the organisation’s Essential Firm Procedures are adequately ‘damaged’ to warrant being ‘course of reengineered’ (ie from the ground up!) all through the planning time frame (ordinarily 3 a very long time), then the organisation must embrace these reengineering priorities within the Strategic Put together. That is given that reengineering assignments are so elementary that they’re strategic of their character and impression.
This may be reached conveniently by utilizing the pursuing uncomplicated scheduling methodology reflecting the 4 ‘views’ of Kaplan and Norton’s ‘Balanced Scorecard'(1).
The Strategic System is formulated from the very best down using a 1-website web page graphical format – headed by the organisation’s very lengthy phrase, shopper-oriented Eyesight assertion.
The Finance Aim is first decided, common with the organisation’s Imaginative and prescient for the establishing time interval.
The Buyer Goal(s) happen subsequent as a result of reality buyers are the useful resource of the organisation’s earnings that governs ‘Finance’ success. Purchaser Goals generally deal with what Merchandise / Providers (new or present) are destined for what Markets (current or new).
The Methodology Intention arrives subsequent contemplating the truth that the Important Small enterprise (value-introducing) Procedures provide the organisation’s objects or options to its Shoppers. All that desires to be achieved proper right here on this simplified method for SMEs is to find the agreed highest precedence Important Firm Procedures that should be reengineered (from scratch) over the planning interval. By reengineering solely 1-2 this form of processes for each annum, an excessive amount of change administration difficulties will be averted, when on the comparable time ensuring that no Important Enterprise System is ever permitted to get extra than about 7 a few years outdated. Biggest apply signifies that each Essential Enterprise Strategy actually needs to be reengineered when every 7 a few years for aggressive achieve!
Ultimately, the Of us & Infrastructure Goals are formulated to allow the organisation’s procedures to be incredible. Individuals and infrastructure (eg IT infrastructure manufacturing unit or enterprise workplace lodging) selection the inspiration of the Strategic Put together. This closing ‘Individuals & Infrastructure’ perspective will be employed to take care of practically something strategic which doesn’t drop within an individual of the opposite 3 views increased than it within the 1-webpage Strategic Program.
There are lots of important options of this easy, quick technique to creating the organisation’s 1-page (graphical) Strategic Program:
- The ‘Finance’ standpoint is on the main primarily as a result of financial total efficiency is the highest lag indicator for the organisation. If ‘Finance’ is just not healthful, the organisation can’t make investments accurately in any of the opposite 3 views.
- The arrows connecting the Goals are pivotal to the cheap ‘trigger and impact’ transfer of the diagram – from the underside (brings about) to the highest (outcomes). The decreased ranges of the diagram are thus stipulations for the organisation to acquire the ‘Finance’ Intention(s) and subsequently the all spherical Eyesight.
- If the Strategic Plan is to be easy for all employees to memorise (to allow day-to-working day conclusion-creating!) and protect present through common month-to-month checking and analysis, it must don’t have any additional than 7 (entire) Targets.
- Nearly each Intention should be about primary alter – not in regards to the standing quo. For living proof, no Intention should begin off with the phrases: “Proceed to… “
- Nearly each ‘layer’ actually ought to comprise at minimal 1 Aim in order that the all spherical Strategic System has no rational omissions. For illustration, a Strategic Program with 5 ‘Finance’ Objectives however no Goals in any of the opposite 3 ranges can’t be carried out simply. These a Strategic Plan could be naïve – akin to “an emperor devoid of any attire”.
- The ‘bullet factors’ for the ‘Course of’ layer simply replicate the highest rated precedence Diploma 1 process reengineering candidates from the organisation’s agreed 1-webpage Plan of action Product! To remain away from above-burdening the organisation, a most of 1-2 system reengineering duties actually needs to be deliberate and executed every year for a 3-12 months arranging interval. Ideally, every Vital Group Process should be reengineered each 7 a long time to cease it receiving out of day.
- Every particular person Aim should be measurable by means of not less than an individual (and if attainable just one specific) KPI which should be monitored continuously to maintain observe of progressive accomplishment of that Goal.
- For every Goal, typically 6-8 Steps should be formulated and scheduled to understand that Intention in complete by the conclude of the arranging interval. Individuals should be assigned to steer (ie challenge-control) every particular person Motion and an Aim Supervisor should even be assigned to report regularly on complete progress of the Actions and on the respective ‘achievement’ KPI.
- For a giant SME organisation, the precise language and construction ought to actually be used for ‘cascading’ the company Strategic Put together to all Divisions, Departments and so on. This tremendously simplifies the system of guaranteeing strategic alignment and getting employee acquire-in to the final shared strategic route.
Grasp Stage #2: Process Model & Enhancement
Why is Course of Design and magnificence & Enhancement these sorts of an important portion of group excellence?
All of it begins off with a straightforward and in depth definition of a “method”… a sequence of features that converts some kind of enter into some type of output for some buyer (inside or exterior). Introduced this extensive definition, it follows that all do the job is therefore carried out through procedures.
As well as, it follows that every particular person organisation performing work is by now executing a large fluctuate of procedures.
An organisation’s latest processes could also be described in quite a lot of methods. For illustration, some processes might presumably be correctly created – different people badly developed. Some might be very effectively documented, and different people inadequately documented. Nonetheless different individuals is likely to be completely advertisement-hoc, while other people might maybe be very fastidiously orchestrated. The stage is that if any organisation must be nice, then it must to start out with agree on what are its most vital procedures. Subsequent it should make sure that these important processes are designed correctly after which enhanced in purchase to be as nutritious as achievable.
In abstract, proactive Process Format & Development is a big competency for any organisation aspiring to enterprise excellence. An organisation can “get by” with out the necessity of proactive and certified Course of Design and magnificence & Enhancement instruments and procedures (most do!), however it should in no way be distinctive.
Not one of the increased than can happen except in fact the organisation identifies its key processes as element of strategic organizing and deployment (Grasp Stage # 1). And it’s proper right here that we are able to examine from these throughout the atmosphere who’ve already been down this route. They’ve noticed that it’s a lot easier if we unbiased the vital procedures that offer options or firms to exterior shoppers from these individuals important procedures that supplier the inside shoppers (ie our particular person workforce).
They’ve additionally found it should assist to have the resultant increased stage ‘course of mannequin’ of the organisation’s key repetitive processes depicted on a one website. After now we have agreed on our repetitive Key Enterprise enterprise Processes and our repetitive Essential Help Procedures, it tends to make notion to allocate common duty for preserving the wellbeing of nearly each to a chosen (senior) Methodology Supervisor. That man or lady might be vitally desirous about location and checking the KPIs which can validate the strategy wellness on an on-going basis.
As quickly because the system wellbeing metrics can be found, it’s a primary matter for the Process Supervisor to decide if the process needs elementary redesign or simply course of enhancement off the prevailing base. The Course of Supervisor then sponsors the vital Strategy Enhancement endeavor(s) as demanded to take care of the vital technique.
The uncomplicated reality of the matter is that procedures will be improved radically by the parents who get the job completed in them. Surely, a well-focused method development technique usually yields a a lot bigger return on monetary funding than every other number of funding.
The benefits are often massive (ie Profit to Value ratio > 10) primarily as a result of most certified processes have tended to evolve in an advertisement-hoc approach above a number of a few years – devoid of the achieve of any formal methodology for construction or for plan of action enhancement. For years, individuals immediately doing the job in these procedures have been working fully IN the process (of procedures) and never ON the method (of processes). In impact, they’ve grow to be victims of an intransigent ‘advert hoc’ do the job system by which the method outputs and outcomes exhibit rampant and random variation. In a up to date complete world of shortly shifting purchaser requirements, that is no lengthier acceptable to any organisation intent on doing as correctly because it probably can.
So, individuals can obtain spectacular points with respect to their procedures – if solely we give them the prospect and the ‘on the job’ instruments and coaching to take action. An organisation actually merely can’t handle to dismiss these things as a result of reality its easiest rivals might be endeavor it!
Allow us to now select a glimpse at how best to make enhancements to any repetitive plan of action in probably the most primary and most direct approach achievable…
System Enhancement Methodology
About 90 a number of years previously, Walter Shewhart invented current day preferred methodology for bettering upon procedures. This technique continues to be the most efficient and highly effective only one for course of enchancment groups in regards to the world. This technique can be utilized to any process that’s repetitive. It’s essential to bear in mind that it should not be used to any process that’s non-repetitive (ie happens solely the second – eg “Reorganise the enterprise enterprise within the upcoming 3 months”). Within the latter conditions, the ever present Enterprise Administration methodology is probably the most right an individual to make use of.
A massive handicap for the majority of OECD organisations is that they don’t seem to be sufficiently aware of the power of the earth commonplace Strategy Enhancement methodology, and subsequently make the most of Venture Administration by default to every particular person bother within the organisation – together with these challenges that relate to repetitive procedures! The unhappy actuality is that for the traditional employee, about 95% of their do the job contains repetitive processes, and so software of Problem Administration to fixing these troubles is grossly sub-best!
The massive change is that Job Administration is a linear technique (involving Gantt / Bar Charts, precedences and so forth), whereas Methodology Enhancement is a round, iterative method aimed toward receiving long-lasting course of enhancements with the minimal quantity doable effort. The methodology will contain quite simple, structured methods to get quickly to the foundation causes of the strategy problems. The methodology additionally ensures that the foundation triggers of the ‘illness’ of system variation are mounted fully forward of the System Enchancment Workforce enterprise the job is disbanded.
In buy to raise organisational total efficiency round time in both tiny measures or main methods, metaphorically talking we’d like two elements:
- A ‘Wheel of Progress’ able to being pushed up the hill of enterprise enterprise total efficiency enchancment (by the nominated Methodology Enchancment Group) an individual notch at a time in direction of the ‘gravity’ of resistance to change!
- A Wedge (adequately known as “Excessive-quality Assurance” or QA for restricted) which constitutes each factor the organisation should do to make completely specific that this freshly-enhanced method won’t ever ever as soon as extra be completed the aged approach. In different phrases, the Wheel of Progress won’t ever be licensed to roll again once more down the hill. Bear in mind: This often implies that QA should contain the minimal important documentation, education, measurement, celebration. Any way over the naked minimal important would of coaching course embrace waste to the brand new technique. The crew mustn’t disband till it has organized all of the wanted QA, encompassing Documentation Coaching Measurement Celebration.
Evidently, ‘Wheel with out having Wedge’ is a sub-best method to go, as is ‘Wedge devoid of Wheel’. Unhappy to say, fairly a couple of western nations around the globe have significantly a lot too numerous organisations at each of these ends of this spectrum. Solely the few (< 4%) greatest performing organisations have the Wheel and Wedge working in complete concord – and perceive their mutual dependency. Colloquially put, the concept behind Course of Design & Enchancment is to “Go up a notch – and whack the wedge in to maintain the development”! On this context, taking part in QA for ‘their’ processes is all people’s job (together with a CEO) and can’t be delegated to some central individual “chargeable for QA”.
So, if we’re clear on QA and its objective, what then is a “High quality Administration System” (QMS)? A High quality Administration System is the time period used to explain the aggregated QA effort throughout all of the organisation’s processes! It is sensible to have some extent of standardisation in the way in which QA is completed by every particular person course of enchancment staff or work group. It is for that reason that the world’s Requirements Associations entered the sector a long time in the past to recommend how a QMS would possibly greatest be developed. For instance, in Australia and New Zealand, the newest model of the QMS commonplace is named AS/NZS ISO 9001:2008. Like most of those requirements world-wide, it focuses extra on the standardised documentation features of QA moderately than on the equally vital coaching, measurement and celebration features.
The Wheel of Progress (PDCA Cycle) has 4 quadrants and is predicated on frequent sense. That’s the reason why it’s so profitable and widespread. It goes like this:
- If you wish to design or enhance a course of, it is advisable Plan it!
- Then it is advisable Do it – ie execute the Plan – however as an experiment, not full scale – as a result of your Plan is likely to be poor not directly.
- Subsequent, it is advisable Examine (by measuring ‘earlier than’ versus ‘after’ the experiment) to see if the experiment was profitable.
- Lastly, if the Examine proves to be constructive, you make an observation to Act to ‘wedge’ the variable(s) you modified within the experiment. Then you could go once more to the Plan quadrant of the PDCA Cycle to be able to make additional enhancements (if thought of mandatory). Then again, if the experiment fails, you bypass the Act quadrant altogether (other than capturing any learnings) and start the following cycle within the Plan quadrant.
The thought is to go spherical this PDCA cycle a number of instances till you’ve gotten made some main enhancements to the goal course of. Then while you suppose you’ve gotten gone far sufficient (or the obtainable time has run out), you end the Venture by ‘wedging’ all of the enhancements you famous alongside the way in which. In apply, going around the PDCA cycle as soon as solely is enough to enhance the method considerably!
Creating the Plan is greatest completed by a full-time staff of the method members. In any case, can we afford to have a important course of stay damaged whereas we undertake an prolonged part-time planning effort? Orchestration of part-time staff planning efforts additionally sends the unsuitable message to workers about how vital course of design and enchancment efforts actually are to the organisation’s well-being.
Facilitation abilities (ideally obtainable in-house) are additionally mandatory to assist every staff keep centered on the duty and in addition to assist with staff dynamics.
These PDCA + QA methods are so easy that everybody at any degree of the organisation can take part – even a CEO.
The pivotal position of expertise in course of enchancment calls for {that a} expertise scan be undertaken by the staff at an early stage throughout the Plan quadrant. Whereas enterprise wants usually drive the applying of data expertise, data of the present state-of-the-art of data expertise can even allow a staff to search out thrilling new methods of bettering the goal course of!
Because the Venture Sponsor, it’s the Course of Supervisor’s duty to make sure that an acceptable Venture Transient is ready for every Course of Enchancment Venture. Time spent in clarifying the Venture Transient is effectively spent as a result of it helps the staff keep away from losing any of their treasured time. By following the PDCA Cycle, the staff can even start its work instantly (not so in the event that they had been to aim to make use of the sub-optimal Venture Administration methodology!).
This raises the apparent query of what course of efficiency targets needs to be set within the Venture Transient for the development? Maybe surprisingly, the reply is just not all the time “value discount!”
Cycle Time Discount – the principle goal for course of enchancment!
Decreasing cycle time is the important thing to what the world refers to as Lean Considering – pioneered by Toyota in its pursuit of enterprise excellence. Cycle time is all the time measured in calendar time (not work time) as a result of calendar time is what the exterior buyer cares about! The shopper is just not desirous about what number of shifts we work or whether or not now we have rostered days off!
The world’s producers have lengthy since recognised that cycle time is of the essence in manufacturing (therefore “Simply-In-Time” or JIT applications!). The world’s main service sector organisations have additionally recognised that the identical is true of their endeavours. In any case, some 60-85% of service sector enterprise prices are in worker salaries, and the one ‘foreign money’ for all these workers is the time they make obtainable to the organisation to execute its processes!
The benefits in concentrating on course of cycle time because the prime variable to get beneath management grow to be evident as soon as we realise that the penalties of poor processes are wasted time of 1 type or one other! If we’re to use our time at work to most impact, ie creating worth for our exterior prospects, we have to minimise the cycle instances of all our key processes!
A separate dialogue paper entitled “Price Time Profiling” (obtainable on request) presents a technique for quantifying the mixed time and price impacts of course of enhancements in a service organisation. As they are saying within the classics: “Time is Cash!”
On account of hundreds of Price Time Profiling initiatives performed and documented by the Westinghouse company over the previous 50 years, we now know that in a service organisation if we are able to cut back the cycle time by 50% on common (readily achievable!), the prices robotically cut back by some 10-15% on common. The workers can have enjoyable doing so, supplied in fact that they don’t seem to be laid off because of their efforts. It is a much better method to cut back prices than by reducing the price range or head rely by 10-15% (which does zip for course of functionality)!
So, with cycle time discount because the prime goal of Course of Design & Enchancment efforts, the client wins (they get the proper items or providers faster) and the organisation wins (it does it cheaper) and the staff win (as a result of they’ve enjoyable making the enhancements and so they now not need to dwell with poor, outdated processes). All people wins!
It needs to be famous that cycle time is drastically affected by organisation construction. The best construction has every senior government / supervisor instantly chargeable for all of the individuals essential to execute a number of agreed Key Processes ‘from finish to finish’. Naturally, this can’t be completed except there may be senior staff prior settlement as to what are the Key Processes of the enterprise. An extreme variety of vertical reporting layers within the construction may even have a dramatic opposed impression on total cycle time for the top buyer. That is the principle purpose why world class organisations are typically very ‘flat’.
MASTER STEP #3: PERFORMANCE MEASUREMENT & FEEDBACK
There’s a acquainted previous saying that: “You get what you measure”. In pursuing enterprise excellence, we have to measure solely two classes of efficiency:
- How effectively we’re altering the enterprise (through our Strategic Plan)
- How effectively we’re working the enterprise (through all our Key Processes)
As a part of Grasp Step #1, you’ll have already got specified not less than one (and ideally just one) Key Efficiency Indicator (KPI) for every of your 7 or much less Strategic Targets. Additionally as a part of Grasp Step #1, you’ll have specified not less than one (and ideally just one) KPI to measure the continuing well being of every Key Enterprise Course of and every Key Assist Strategy of your organisation’s 1-page Course of Mannequin.
No different KPIs are mandatory! Efficiency in opposition to these KPIs should be up to date every month and reported in a extremely seen (graphical!) format to these accountable. Nowadays, it is best to have an easy-to- use software-driven Govt Info System (EIS) fed by your Goal Homeowners and your Course of Managers and able to updating and presenting these KPI knowledge each month.
MASTER STEP #4: KNOWLEDGE CAPTURE & LEVERAGE
Since all work is completed by way of processes, it follows that the data that must be captured and leveraged throughout the organisation should be associated to processes. This realisation allows clear priorities to be set for an organisation’s data administration initiatives.
The primary reduce includes figuring out which of the Key Processes in your course of mannequin require data to be captured and shared probably the most to be able to outperform the competitors, or to ‘do extra with much less’. Having prioritized the Key Processes on this method, you’ll be able to then dig inside each and determine precisely the place and what data seize and sharing is most important. These are the initiatives to work on first.
Right now’s graphic help instruments (eg SmartDraw) readily allow data flows to be linked on to course of flows.
MASTER STEP #5: LEADERSHIP & MANAGEMENT OF CHANGE
By the point you get to this ultimate Grasp Step #5, your individuals will have already got grow to be adept at main and managing change. Nevertheless, you will want to concentrate on two key features…
Affect of Management Kinds
The collective impression of the management kinds of particular person managers must be raised as a problem worthy of appreciable consideration when searching for to institutionalise enterprise excellence.
If we want to have worker behaviours that are attuned to Course of Design & Enchancment, we have to be certain that the first weighting of our collective management kinds is extra in direction of humble Coaches and Enablers moderately than ego-centric Administrators and Heroes. Coaches and Enablers are likely to embrace staff exercise as required for efficient course of enchancment initiatives, whereas Administrators and Heroes are likely to choose workers to do as they’re advised (Administrators) or to step apart (Heroes).
In his seminal examine of “Good to Nice” transition firms in the US, Prof Jim Collins(2) confirmed that this similar humble management model is especially wanted on the very high (CEO) of the organisation – paradoxically mixed with an iron-hard will to get the proper issues completed, it doesn’t matter what.
Affect on organizational tradition
Utilizing these 5 Grasp Steps to enterprise excellence, the resultant tradition of the organisation (= the way in which issues are completed round right here!) will replicate the next transitions:
FROM / TO
Win-Lose / Win-Win
Do it my approach / Teamwork
Blame the individuals / Blame the method
Deal with the signs / Deal with the foundation causes
Suppress emotions / Categorical emotions
Save face / Be taught
Battle / Collaboration
Boundaries / Downside fixing
Undiscussables / Discussables
Aggression & submission / Assertiveness
Fancy footwork / Instantly observable knowledge
Assumption & inference / Efficient communication
Unempowered individuals / Empowered individuals
EPILOGUE
Far too few SMEs are pursuing enterprise excellence! Though onerous knowledge is scarce, it has been estimated that just some 4% of all SMEs all through OECD nations have a effectively structured method to enterprise excellence and therefore are reaping the online advantages.
It’s my hope that by encoding a confirmed consulting methodology right into a complete self-help web site and making the small print obtainable at very low value, we are able to not less than double the variety of taking part SMEs inside 5 years. This might have a big impression on the nationwide productiveness of your nation.
However even for those who do not care in regards to the nationwide curiosity, you owe it to your self and your individual organisation to pursue excellence. Not to take action will severely handicap your aggressive positioning and potential for sustainable, worthwhile development.
Your suggestions could be most welcome!
References
- Kaplan, Robert S Norton, David P The strategy-focused group. Boston, Massachusetts, Harvard Enterprise Faculty Press, 2001
- Collins, Jim Good to Nice: Why some firms make the leap… and others do not Collins, USA, 2001
Dr Mark Rehn
Tel +61 1300 665 771
