Customer Relationship Management: Getting It Right!

14.1. Engineering People?

We're not going to even think about engineering people. We won't be using any clipboards or stop watches to manage the people component. In fact, this component isn't about work at all; we already looked at what needs to be done in Chapter 12 when we discussed the process component. Rather, when we talk about the people component, we are talking about helping people to change their behavior. The dictionary defines change to mean “to make different,” and behavior is defined as “the way in which some[one] functions or operates.”

DEFINITIONS The people component refers to people changing the way they function or operate.