Amazon.com description: Product Description
: Refreshingly short, readable and entertaining, this book will help managers improve the service they provide to customers (or to the public) AND reduce costs, improve performance and boost staff morale. The Need for Change first diagnoses four rapidly growing problems which - although not new - are almost certain to be unsettling your organisation in some way: The rise of the 'complaint culture'; The growing risk of 'reputation exposure'; Declining staff morale; The growing demand for instant gratification. Stuart Corrigan then outlines ways of thinking about - and addressing - each of these issues and proposes some straightforward answers. It's an excellent, non-technical introduction for anyone interested in the Vanguard Method and its application in the public or private sector. Corrigan introduces its key terms and techniques for reaching an understanding of the root causes of the particular problems facing your organisation. He also sets out a method for categorising and diagnosing different service systems which could be the start of a radical reappraisal of your organisation.