...John Hollis Examines a re‐engineering programme undertaken by Littlewoods Stores Ltd in an attempt to improve the company’s image and financial results. Describes the problems faced by the organization and the measures taken to improve the situation: key strategies were identified and senior staff...

...David Hole; Jim Marsh; Mike Hudson Provides details of the case study company’s background and highlights the need for quality of service. Describes in detail the re‐design process and the methodologies used; discusses the need to balance hard (re‐engineering) issues with soft (people) ones...