John Heaps shares a unique approach to improving performance.

Forward-thinking businesses are recognising that diversity isn’t just about equal opportunity. In a world that is increasingly fast moving, competitive and customer focused, diversity is about having an organisation that can think differently, understand its customer base and innovate to create competitive advantage. In this series of interviews, Carol Rosati speaks to 10 business leaders, who have been at the forefront of this change. We call it a ‘toolkit’, but you won’t hear much about policies or procedures. Instead, the tools come in more subjective form. You will hear about culture, tenacity, learning from mistakes, passion, compassion and, even, courage - to provide ideas, guidance and perhaps some inspiration.