change »

Getting organisations to change and helping the humans who work in them to deal effectively with that change is immensely difficult and staggeringly simple. Humans start organisations so . . . start with humans. If you hear the phrase, ‘embracing change’ . . . run!

‘KAi's Customer Service Programme for 160 Railtrack IT staff aimed at changing behaviour positively and permanently for the better. It was successful through a powerful combination of persistence on Nick's part and the memorable enjoyment of participants at the events. We measured the effects on our (internal) customers at the time. What really pleased me was that these behavioural changes could still be observed by an independent, respected academic source several years later.’

David Cousin, Customer & Technical Services Manager, Railtrack Information Services