Rigid rules are replaced with flexible guidelines so that employees will be better able to serve the customer. Although changing the leadera#39;s role from aquot;controllingaquot; to aquot;responsiveaquot; is a prerequisite to successful service delivery, it is not enough. ... An organization must ensure that the desired service outcomes are well defined, that the service-delivery process is clearly communicated and perceived to beanbsp;...
|Title||:||The Annual, 1990|
|Publisher||:||Pfeiffer - 1990-01-10|