The transition to the twenty-first century seems to have been accompanied by ever
higher levels of change in the business environment. Companies that were market
leaders a decade ago have in many cases encountered severe reversals of fortune.
Mergers and takeovers have changed the shape of many markets and the advent of
regional and global competition have changed for all time the rules of the game. On
top of all this, as we have noted, has been a growing demand from the marketplace
for ever higher levels of service and quality. These pressures have combined to pro-
duce a new imperative for the organisation: the need to be responsive
.
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