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| Author: | Wynne, B. |
| Title: | Leadership and excellence. |
| Journal: | Management Decision
1990 : VOL. 28:1, p. 15-19 |
| Index terms: | LEADERSHIP MANAGEMENT DEVELOPMENT |
| Language: | eng |
| Abstract: | A case study documents how one building society attempted to raise the calibre of its managers. The Woolwich Equitable Building Society launched a "Striving for Excellence" campaign in March 1986. Research was carried out into customer needs, as well as both formal and informal staff surveys. The campaign started at the top of the organization, and had the total commitment of top management. In the belief that excellence in customer service was the key to maintaining and improving market position, top management undertook an intensive training program in leadership. Each component of the program is described, considering its aim and the way in which it was structured, as well as its outcome. |
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