In the first part of this 2-part episode, How change has changed. He discusses how it feeds into quality, opportunity, and competitiveness along with the key role of people in making change happen. The insights change brings are fundamental to success, and outlines the signs of a successful business, strong governance, financial control, a clear view on what’s happening on the frontline, valuing customers as partners and moving beyond the transactional relationship. In turn there are trends that appear in weak businesses, compliance and lack of urgency, that damage growth potential.