Leadership Transitions: The Watkins Collection (4 Items)

The STARS Portfolio

8 Challenge

andy donovan was hired into zetacam, a consumer

electronics company, as vice president of customer service. He

was responsible for the company’s three major regional service

centers, which had just recently been consolidated; they had pre-

viously operated as independent units. An experienced operations

manager, Andy understood that he was expected to improve per-

formance in all three centers while harmonizing their structures,

systems, and cultures.

In his first two weeks on the job, Andy traveled to each of the

centers to meet with the regional directors and their staffs, as well

as the front-line supervisors and their employees. He wanted a

firsthand look at how the centers were organized, how they used

resources and technology ...