Author(s)

S. Verbe & P.W. Robinson

Abstract

Founded in 1984, Oracle UK is a relatively young organisation that currently employs almost 2000 people throughout the UK. Our early years were dedicated to growing our market share and establishing the organisation. As we mature, we are starting to analyse ourselves, re-focusing our objectives "to excite and delight customers, and become the strategic partner of choice" [1]. The rigours of certification to ISO 9000 and the introduction of a significant customer satisfaction programme have encouraged a change in our behaviour. In this paper we will describe how the culture has been changed and the methods used to facilitate the change. This paper will cover: • Management Policy, Leadership & Commitment - how our objectives have changed, necessitating leadership and c

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