Author(s): S. Verbe & P.W. Robinson
Founded in 1984, Oracle UK is a relatively young organisation that currently
employs almost 2000 people throughout the UK.
Our early years were
dedicated to growing our market share and establishing the organisation.
mature, we are starting to analyse ourselves, re-focusing our objectives "to
excite and delight customers, and become the strategic partner of choice" .
The rigours of certification to ISO 9000 and the introduction of a significant
customer satisfaction programme have encouraged a change in our behaviour.
In this paper we will describe how the culture has been changed and the
methods used to facilitate the change.
This paper will cover:
• Management Policy, Leadership & Commitment - how our objectives have
changed, necessitating leadership and c...
Size: 1,044 kb
Paper DOI: 10.2495/SQM950011
the Full Article
This article is part of the WIT OpenView scheme and you can download the full text Adobe PDF article for FREE by clicking the 'Openview' icon below.
this page to a colleague.