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Don’t design jobs for employees you wish you had, design jobs for employees you actually have

Posted by Giorgio Tomassetti on 11:53 in ,
  • The ability to deliver great customer service is influenced by how the organization is run, but also by how it is designed. As they easily put it: "Don’t design jobs for employees you wish you had, design jobs for employees you actually have."
  • This is a simple but yet powerful concept because most people come up with complex ways to improve customer service that unfortunately will never be working because they were not designed with the actual organization in mind. They will work only on paper.


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