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n How do we “walk the talk”?
n How do we maintain our values?
n How do we stay focused?
n How do we communicate change?
n How do we celebrate success?
n How do we reward desired behaviours?
n What standards of performance are necessary to keep our best

customers?
n How do we increase productivity?
n How do we get/give feedback?
n How do we allocate resources?
n How do we avoid blame-fixing?
n What is the right management style?
n How do we build commitment?
n How do we decide on useful measurement?
n How do we recognize the need for objectives?
n How do we clearly differentiate between efficient and effective

behaviour?

Key questions to invite every committed individual to think
about their contribution

n Are we building a firm base today from which we will make our
strategic plan a reality?

n What are the important skills, knowledge and competencies that
we need to make the most of today’s most profitable markets?

n Have we, or are we building, the skills, knowledge and
competencies that we will need to fully exploit the most profitable
markets of the near future?

n Are we working now to ensure that we have the knowledge, skills
and competencies to design, develop and dominate the most
exciting markets of the future?

xxii Introduction