Julian Summerhayes

How many times do you hear the expression "added value"? It has become such an overused expression that it now (practically) equates to the standard level of service to be expected: great efficiency; cost effectiveness; and top flight deliverable service. If you were to ask most people to define added value and more importantly how you train people in an organisation to deliver on this, then they would be driven to conclude it just means doing more of what they do but better.