Provides a comprehensive approach to the design and implementation of a cultural change programme. This work presents various ideas on cultural change, and contains numerous examples from industry and the public sector. It is suitable for strategy and change courses.[...]

Presents a way of bringing about improvements in healthcare services by being user-focussed. This work explores the underlying concepts, methods and practices of EBD, and offers an approach to healthcare customer satisfaction. It also includes a foreword by lynne Maher, Head of Innovation Practice, [...]