“Businesses often forget the basics – what made them good in the first place. Way before Tesco and Carillion hit their real problems you could see specific issues emerging with day-to-day delivery of service to their customers"
“As a leader in a large business, you can’t do everything. So, a clear vision that people can understand and apply to their everyday role, will empower them to make informed decisions at a local level”
"You need granularity around the data. When we really dug into it – by technology point and automation journey – we found that some systems were working really well but others were operating badly. I had
to unpick what wasn’t working, as that was turning hearts and minds against the investment we needed”