Gordon MacKay holds BA and MBA degrees and has been involved in both strategic consultancy and as a ‘hands-on’ project manager. For over twenty years, the author has developed and continues to refine his leadership competencies. He has also developed significant skills as Assessor Mentor for the National Vocational Qualifications Programme for Senior Management. Through the events described in this book he won special recognition for a ‘turn-round’: leading over a thousand staff to award of ‘Best UK Call Centre’, as externally assessed.