It seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the World’s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that you’re ‘sorry’ and to mean it.
It’s not often that you read a management book and think ‘everyone should have a copy of this’ but Jane Northcote – management consultant and occasional contributor to this blog – has written a book that everyone involved in change should read. Making Change Happen is quite simply
Continue reading “Making Change Happen: the definitive book on change?”