ORGANIZATIONS CAN BE let down by the behavior of anyone within the organization at any level. We are all familiar with the bad impression created by poor service: an off-hand response to a complaint; an indifferent receptionist; an insensitive sales person; poor record-keeping. We do not conclude that is an unusual event and blame the individual concerned; we decide that the organization is not well managed. Leaders must drive a successful culture right through the organization.
The cultural values of successful organizations tend to be established early on. ...
With Safari, you learn the way you learn best. Get unlimited access to videos, live online training,
learning paths, books, interactive tutorials, and more.