Implementing a customer‐focused strategy: Refining communication processes at The UK Environment Agency

Abstract

The Environment Agency needed to identify key areas of its communication processes for improvement in order to engage employees in major change. Summit‐IMM senior consultants Clive Hicks and Rory Gear explain how simplifying processes and introducing workshops helped align service strategy with the wider organizational focus.

Citation

Hicks, C. and Gear, R. (2006), "Implementing a customer‐focused strategy: Refining communication processes at The UK Environment Agency", Strategic HR Review, Vol. 5 No. 2, pp. 20-23. https://doi.org/10.1108/14754390680000862