Rohit Talwar is the founder of FastFuture - the Centre for Business Transformation, which works with major organizations in financial services, electronics, IT and telecommunications.

• Key management tools and techniques; Managing change at Abbey National; Building stronger customer relationships through the customer service chain; Building stronger customer relationships through the customer service chain; Using the business excellence model to drive change; Using business process re-engineering to improve mortgage repayments; Managing innovation. Part 1 Policies and products; Managing innovation. Part 2 Processes; Business transformation at MLC; Using modern technology to build new capabilities; Managing outsourcing and subcontracting; Conclusion - New era, new challenges, new strategies.

Rohit Talwar is the founder of FastFuture - the Centre for Business Transformation, which works with major organizations in financial services, electronics, IT and telecommunications.

• Key management tools and techniques; Managing change at Abbey National; Building stronger customer relationships through the customer service chain; Building stronger customer relationships through the customer service chain; Using the business excellence model to drive change; Using business process re-engineering to improve mortgage repayments; Managing innovation. Part 1 Policies and products; Managing innovation. Part 2 Processes; Business transformation at MLC; Using modern technology to build new capabilities; Managing outsourcing and subcontracting; Conclusion - New era, new challenges, new strategies.

Rohit Talwar is the founder of FastFuture - the Centre for Business Transformation, which works with major organizations in financial services, electronics, IT and telecommunications.

• Key management tools and techniques; Managing change at Abbey National; Building stronger customer relationships through the customer service chain; Building stronger customer relationships through the customer service chain; Using the business excellence model to drive change; Using business process re-engineering to improve mortgage repayments; Managing innovation. Part 1 Policies and products; Managing innovation. Part 2 Processes; Business transformation at MLC; Using modern technology to build new capabilities; Managing outsourcing and subcontracting; Conclusion - New era, new challenges, new strategies.