chapter  3
23 Pages


Current political and economic turbulence, and the globalization of business and competition, has called into question all the hitherto accepted ways of organizing and conducting affairs, making products and delivering services. This has been fuelled by advances in all forms of technology such as production, service, consumer and information. There is a much greater capacity for producing products more quickly, more uniformly and to higher standards of quality and reliability. The result of this has been to transform consumer expectations. With the ever-greater choices afforded by the internationalization of activities no organization, company, industry or sector is immune from these pressures.