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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
13
Bad Systems
Undermine Good
People
You can take great people, highly trained and moti-
vated, and put them in a lousy system and the system
will win every time.
—Geary Rummler
Founding Partner
Performance Design Lab
A friend/colleague of ours tells the story of going to the gro-
cery store one evening to buy food for the family of a friend
who was spending a few days in the hospital. When she asked
about getting a deli tray, she was informed by the night clerk
that the woman who made them up had already left for the
evening. “I didn’t know making deli trays was such a special-
ized skill,” was her first response. But meats and cheeses still
seemed like a good idea, so she decided to create her own deli
assortment piece by piece.
She asked the clerk to thin-slice ...
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Publisher Resources

ISBN: 9780814473689