1. 1.Weis, P. “Achieving Zero‐defect Service through Self‐directed Teams”,Journal of Systems Management, February, 1992, pp. 26‐36, whom we thank for suggesting the notion of “courageous managers”.
2. 2.Simon, D. “Managing Cultural Change at BP”,Target: Management Development Review, Vol. 4 No. 3, 1991, pp. 16‐19.
3. 3.Andrews, D. “The Trust Factor: The Hidden Obstacle to Empowerment”,APICS – The Performance Advantage, May 1994, pp. 30‐2.
4. Internal Customers Need Delighting To
5. 5.Hand, M. “Freeing the Victims”,Total Quality Management, Vol. 5 No. 3, June1993, pp. 11‐14.