Best behavior at Lufthansa and the Prudential Insurance Co.

Improving business performance often focuses on clearly articulated strategies, definite goals and structural change. However, even the best laid plans for change often fail to address that performance is inseparable from how an organization does what it does. Improved performance is impossible without new behaviors and redefined values. It reviews some theoretical thinking, offers some practical tools and examines three case studies which demonstrate the importance of understanding the link.