Lynda King Taylor
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Lynda is considered one of the UK’s experts on cultural change through improving quality of customer/community relations and brand reputation at the service delivery level. Her work experience has been covered in a number of her books that are used on MBA and senior management programmes worldwide.
Equally at home working across public, private and voluntary sectors she is currently writing her next book on the ultimate in customer relations – the loss of corporate, community & brand reputation when organisations do not manage change, complexity, chaos or catastrophe. Her work with the Metropolitan Police Service has been covered in two of her best selling books in the Sunday Times Business Skills series.
Scots born Lynda [known as LKT] originally trained as a nurse, and then studied behavioural science and psychology before working for World Health Organisation in India & Pakistan. She joined the UK’s Industrial Society and worked in their Leadership and Industrial Relations departments. Alongside them she originated the first joint supervisory/shop stewards training programme at Ford Motor Co. in their then militant plant at Halewood. Her industrial relations work extended to ICI, Shell UK + numerous other assignments on improving motivation, staff & customer relations.
Much of that work was covered in her early best selling books ‘ Not for Bread Alone ‘ and ‘ A Fairer Slice of the Cake – the task ahead .’ These books were mandatory reading on senior management MSc and MBA programmes worldwide. Her enthusiasm and expertise for organisations’ social responsibility was covered in another bestseller ‘Can You Succeed in Business & Still Get to Heaven’ which is being considered for re-publication with her current case work.
Secondments followed to the Secretary of State for Trade & Industry, PA international management consultants in UK, Europe and New York , Volvo in Sweden and with ACAS where she worked on negotiation issues on front line industrial relations disputes.
Over the last 15 years she has worked across the globe from Caterpillar Tractor & IBM in the USA, South African Airways and other companies in Africa, to many public & private sector organisations in Thailand, Hong Kong and those in the Far East , the Gulf, Middle East , and South East Asia - working with multi-cultural groups across diversity of disciplines. Lynda also has advised European concerns as varying as Volkswagen, Finnair, Swedish State Power, Roche and IKEA.
As a consultant, Lynda has advised major manufacturing, financial and service organisations including Texaco, Nissan, IBM, Toyota, T-Mobile, Video Arts, Scottish Equitable, L’Oreal, Kwik Fit, Hilton Hotels, BT, AT&T, Ford, Cathay Pacific, Philips, Scandia, Deutsch Telecom, Business Links, CGU, First Direct and in the public sector particularly with the Police Service, the Army and for the NHS.
Lynda served on the CAA's Air Users Council for six years where she fought with a fervour to make cheaper air travel available, and for deregulation of the airline industry to give customers choice. Lynda also served on the CRIMESTOPPERS Board for the Metropolitan Police Service [The MET], particularly bringing its (0800 555 111 number more into the public eye.
During that time, she also worked with senior MET officers restructuring intelligence systems including CRIMESTOPPERS. She has done much work within the UK police service and is committed to improving the excellence reputation and performance of their public sector delivery.
Lynda’s reference from the MET Police states “Her experience with commerce, combined with her knowledge of policing, makes her training approach unique. A breath of fresh air, Linda has earned respect particularly from operational officers.”
She has been profiled in the policing magazine Police Review, and this is attached. Lynda is also a consultant to Europe 2000, which works at European Ministerial level on issues involving criminal justice, social & environmental affairs and organised crime including human trafficking.
The MET will also be featured in her forthcoming book ‘Survive – Managing Catastrophe’. Lynda’s new book will focus on how leaders recognise critical incidents and consistently command them effectively and efficiently at a senior level. The book will be an authoritative guide to organisations’ strategic management of critical incidents and how assumptions, expectations and perceptions affect customer and community relations.
Areas of Expertise
Lynda is a main board consultant to the global business continuity group, SURVIVE.
She advises their clients on major disaster recovery issues, and repairing reputation when life goes pear shape. Also the leadership that is vital for organisations defending and sustaining their brand against sudden shock.
She is the Chair of a police/community consultative group in a diverse inner city area where a significant part of her population is Muslim. LKT’s diversity work in restoring police/community relations has achieved acclaim from Her Majesty’s Inspectorate of Constabulary.
She has recently returned from South Africa where she worked with the South African Police Service on the effect cultural diversity has on management of community relations’ issues following critical incidents.
Lynda is a prolific and potent journalist on crucial issues. She has written for the TIMES and other business papers and magazines worldwide. She was invited to write about her unique work, including the MET’s PLUS programme, in the book ‘ Quality: Total Customer Service’ in the prestigious UK Sunday Times Business Skills series. Following its success, the book became the authoritative source of reference in its field and Lynda was commissioned to produce its sequel ‘Quality: Sustaining Customer Service’, which became another bestseller. Along with Sir John Harvey-Jones they were the only two authors to simultaneously have two best selling books in the Business Top Ten list.
Her latest book was ‘Corporate Excellence in The Year 2000’and its accompanying audio book. In these works some of the UK's most innovative chief executives and business leaders gave their time to discuss with Lynda the criteria they regarded as being critical for future organisational success in the millennium.
She outlined the strategies of organisations as diverse as Asda, Hanson, Diageo, Kwik Fit, Hilton International, Whitbread, Marks & Spencer, Granada Group, HBOS, ScotRail, the MET Police and others, as they came to terms with changing consumer, community and customer demands and diversity.
In the Foreword, Sir John Harvey-Jones wrote of LKT’s work: "Every one of us can profit by reading Lynda’s studies and learning from them. As she says, only open minds and an ambition to be the best will enable us to survive in business beyond 2000".