GE LSC Learndirect Kostal NHS Princes WY Police Filtronic Arena Network Castings Emerald Cadbury Sun Edexcel Lantra Bradford Council Emerald Group Publishing Ltd Emerald is a leading English language publisher of academic and professional literature in the fields of management and library services. As an internationally recognised publisher, Emerald is committed to offering high quality, valuable products. As a premier electronic management information publisher, Emerald has led the industry in implementing many groundbreaking initiatives. It is not surprising then, against this background, that in 2001 the board of directors decided to embark on a project to achieve Business Excellence. An online audit of all 150 staff was put in place utilising the Virtual College’s Continuous Improvement Toolkit with the ultimate aim of improving performance. The resultant feedback from the system in the form of graphs and charts allowed the project managers to identifying firstly, the perceptions of staff about the organisation and secondly where improvements needed to be made. Management and employees alike were questioned about their perceptions of the company’s systems, processes, procedures and policies. The Toolkit then automatically produced an action plan based on the gaps identified from the Business Excellence model.