Achieving luxury status through delivering a culture of uncompromising quality

摘要

Purpose - The purpose of this paper is to share the learning gained from the experiences of The Glenmorangie Company in driving a step change in quality awareness within the business. Design/methodology/approach - The approach is taken in terms of raising standards in the organisation through a competency training and development programme, using a top-down approach to deliver against stretching business targets. Findings - The approach used at The Glenmorangie Company echoes the findings documented in the CIPD research paper "Managing change: the role of the psychological contract". Practical implications - When considering embarking on any programme requiring a step change in business performance where a change in culture is vital, this approach will enable you to optimise its success, gain employee support to ensure sustainability and improve both employee and business performance. Originality/value - This case study will be of value to all those involved in improving business performance, providing a clear, structured approach to the process of building effective learning interventions based on a clear understanding of the need to change.