Abstract
THE FORMER DESIGN manager for Eurotunnel and now group design director for London‐based BAA, the world's largest privately owned airport company, Raymond Turner shares his wisdom on the necessity and techniques for diffusing design responsibility throughout an organization. As a service business, BAA regards its staff as “experience managers.” Quality design is essential to the success of those customer experiences and is, under Turner's leadership, guided by five essential corporate design values.
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