I am indebted to the many managers and companies who have generously given their time and offered their experience for these case studies, including Bernado Tirado who wrote the Foreword to this edition.

I am also grateful to Jutta Mackwell and Matthew Flynn at BCS for their patience and support throughout the process, along with the anonymous reviewer who provided comments on the preparation of this edition. The book has been extensively proof-read and reviewed, so any errors or omissions in it are strictly my own.