... a variety of business leaders, to reveal not only why they did it, but how. This results in some fascinating insights, including an ... the past decade. Some of the insights are more trivial. Did you know that Lord Marshall of British Airways began his career as a purser ...

... of billing and metering problems, but only 3 per cent did so this year, the report said. A total of 10 per cent of customers switched because of poor customer service last year, while 8 per cent did so in 1999. But the importance of services is likely to increase again as ...

... in the E-procurement Age, published yesterday, said they did not communicate preferred supplier lists to staff. Only 26 per cent of ... same companies told a different story: 74 per cent said they did. About two-thirds of employees who knew their company had a preferred ...

... him any service I knew of; he persisted and I refused but did at several denials; and telling him that it was not an age to take presents ... desired me to accept of it; which, at his so urging me, I did; and so fell to talk of his business and so parted.” A footnote from ...

... will be glad to know that your reviewer sat down at home and did every single test in this book, even the ones with maths in. Personality ... levers and times tables and I didn’t like it one bit. I did it, though, and after about three hours of frantic mental arithmetic and ...

... in supply chain labour standards. Fourteen companies did not disclose their labour policy or had one that did not meet International Labour Organisation standards. "If you don't ...

... reassessment. It explains the impact of technology well. Did you appreciate that a combination of overbuying of IT, as a precaution ... 9/11 attacks, led to a downturn? And the digital revolution did speed things up but it also spawned information overload. The analysis ...

... 15 minutes and I couldn’t walk for a week after it. But I did raise £7,500 and that made my pain worthwhile. Then in November I did the New York Marathon, beat my time by 25 minutes and I haven’t looked ...

... think we have all the IT skills we needed in the UK. If we did not have access [to low-cost countries] we would not be able to remain ... its IT spend to India in the past two years. She insisted it did not outsource just to save money, adding that such a policy was not ...

... surveyed by telecoms company Inter-Tel last month said they did not offer it because it does not fit their “business models”, and 17 per cent did not because they could not monitor staff. Nearly a third more small and ...