...; the preparation undertaken prior to the project; and detailed post‐implementation benefit analysis. A project team was formed with the view that a technical specialist with expertise in mapping processes would be required, together with a group of change agents seconded from a diverse range of health‐care...

...Paula O′Brien Quality has become an increasingly important issue. Describes a survey conducted within a training organization examining the implementation of a quality initiative BS 5750. Its implementation in the service sector is relatively new and therefore documented case studies remain sparse...

..., the mainstay, the high performer and the miserable sod, and their possible reactions to empowerment. Proposes ways of adapting the negative characteristics of these workers in implementing empowerment. Concludes that future action should be based on the introduction of empowerment rather than its discussion...