
142 Designing Service Excellence
own operational problems (on their own initiative) in cooperation with other
parts of the wider organization.
In any organization there are issues of succession and continuity. In this
private organization when the creative and innovative leadership left to
undertake other missions, some of the impetus and momentum also disap-
peared from this rather unique organization at a critical stage in a process
of change. This notwithstanding, valuable lessons can be learned and used
by other organizations in both the private and public sectors. Modern infor-
mation and communication technology (ICT) can play a much larger ...