Change the People or Change the Job
If the service you’re delivering is disappointing—if it’s average or spotty in a model you assumed would produce reliable excellence—a common explanation is a mismatch between your employees and the jobs you’ve tasked them to do. Sound at all familiar? If so, we advise companies to first try to get a sense of the size of the employee-job gap.
First: Go undercover. Get out of the … [ Read more ]
Author: Anne Morriss | Source: “Only Human” | Original Publication: The Conference Board Review | Subjects: Customer-Related, Management, Organizational Behavior