Acknowledgements - Foreword - Preface: How I Got to Here - PART 1: THE DYNAMIC ORGANISATION - A New Scheme of Things - Getting Close to Customers - A New Approach to Change - Leadership in the Post-Industrial Era - People Do it All - Building a Well Oiled Machine - Dynamic Organisations: The Greater Context - Change: Seven Sins; Seven Virtues - PART 2: DYNAMIC ORGANISATIONS IN ACTION - Introduction - Avis Europe - Birmingham Midshires Building Society - Cigna UK - Disneyland Paris - KLM - National & Provincial Building Society - RAC Motoring Services - References - Appendix One: Voice of the Customer Handbook - Appendix Two: Dynamic Organisation Audit - Notes - Index

Organisations around the world are in crisis! The principles and approaches on which success is built are no longer clear. Success in the future will require challenging many of the concepts and practices which underpin most organisations today. David Jackson provides practical advice, supported by case studies, for managers seeking to build 'dynamic organisations' where customers drive continuous improvement and people are challenged by clear and incisive leadership.