This monograph suggests that many of the fundamental aspects of the design and delivery of education are changing radically. At the same time, three forces are converging to destabilize educational institutions: a new generation of learners is rewriting the rules of service, technology is opening new frontiers, and a new breed of competitors is…

This guide draws on case studies to identify lessons for small and midsized firms who wish to improve the quality of their services and facilitate change. Following an introduction, section 2 describes the context in which the research was undertaken after a needs analysis was conducted of small and midsized businesses and service providers, and…