Eighteenth
Nineteenth
Twentieth
Environmental factors
Customer factors
Service factors
People factors
Research factors
True
False
True
False
Enabling role
Guiding role
Supporting role
Empowering role
Intervening role
True
False
Does not live in the real world and is mostly out of touch with commercial realities
Is not close enough to external customers and does not appreciate their needs and expectations
Has an overall lack of commercial awareness and business acumen
Increased respect for line managers through their enlarged responsibilities
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