Abstract :
Today´s predominant organisational model has favoured vertical excellence whilst the customer has a horizontal view of the company. Successful organisations have the ability to renew themselves and a major trend is to go from vertical (functional) excellence to horizontal (customer purpose) excellence. In doing so they have to overcome the communication filters in their organisation and find ways of sharing a common message and aligning themselves. As well as the rational content of any change debate there are also the political and emotional aspects which are pre-determinant for the final outcome. Here, the authors describe how management consultancy has significant potential to improve a company´s performance
