This text is a recognition of the growing importance of the culture concept in business education and organizational practice. It is a comprehensive approach to the design and implementation of a cultural change programme. Its specific focus is the issue of cultural change and what conceptual, strategic and managerial processes will be involved.

This work includes a foreword by lynne Maher. Head of Innovation Practice, NHS Institute for Innovation and Improvement, University Of Warwick, Coventry. "Experience Based Design" (EBD) is a new way of bringing about improvements in healthcare services by being user-focussed. Facilities, healthcare professionals, carers, family and friends are all involved in the patient experience and systems and policies need to adapt to take this into consideration. By exploring the underlying concepts, methods and practices of EBD, this exciting guide offers a unique approach to healthcare customer...