…How can we make it easier for employees to do what we ask them to do? What complexities, complications, and bureaucracy can we remove? How do we reduce effort for employees and then, ultimately, for customers? When we make it difficult for employees to do their jobs, it translates to the experience they deliver for their customers. It doesn’t matter if the task the employee is trying to do is not directly related to a customer. The frustration tha…
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Do You Have to Control Everything?
…u can have a truly innovative discussion. Now, what about something really complicated? Do you need a hierarchy to control a company? This is the big league… Can you run a whole company without hierarchies and job titles? Do you to need command and control? The textile manufacturer W.L. Gore proves you don’t. Instead of a formal management structure they have: Shared values Joint ownership Deliberately small business units Of course it’s not pe…
The Basics
If you run a corner store: You must open from 7 ’till 11 You should stock milk, bread, toothpaste… And you know to you will work Sundays If you run a fast food restaurant: The food must be filling The food should be tasty (enough) And you know to keep the toilets clean If you run a bank: You must be polite to depositors You should be sure who to lend money too And you know exactly how to get it back These are just the basics There is nothing very…
Getting it Right When it all Goes Wrong
…ore it. The right way: Go, look and ask some questions. Make sure they are open, fair, non accusatory questions. Questions like: Do we know where the problem occurred? What happened differently this time? Do we know what caused the problem? What could we do to stop that from happening again? Unfortunately there are a couple of problems with the right way. It is slow, measured, dull, and — most regrettably — all this “we” business implies guilt. We…
The Dark Secrets of Benchmarking
…swers? Still confident about the quality? The absolute foundation stone of comparative analysis is to compare apples with apples. In all likelihood your bench-marking report is like a shopping trolley full of different fruit that you are trying to compare blindfolded and with thick, woolly gloves on. You are likely to be comparing high-class customer experience operations with the cheapest outsourced body shops. What are you hoping to achieve from…
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