Managing Service Delivery

VISION In the literature concerning leadership, vision has a variety of definitions, all of which include a mental image or picture, a future orientation, and aspects of direction or goal. Vision provides guidance to an organisation by articulating what it wishes to attain. It serves as "a signpost pointing the way for all who need to understand what the organisation is and where it intends to go" (Nanus, 1992). By providing a picture, vision not only …

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