Achieving luxury status through delivering a culture of uncompromising quality

Abstract

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.

Citation

Mathieson, M. and Blair, J. (2008), "Achieving luxury status through delivering a culture of uncompromising quality", Industrial and Commercial Training, Vol. 40 No. 3, pp. 146-151. https://doi.org/10.1108/00197850810868649