10Managing people
‘At last!’ exclaimed our personnel officer. ‘A chapter on people – and about time, too, if I may say so. How this book expects anyone to manage operations effectively without being able to manage people, I cannot imagine. Motivation, communication, empowerment, involvement, training, performance appraisal – they're all central to a modern manager's job. It's going to be a struggle to fit all of those into a single chapter, I can tell you.’
‘Now hold on’, said the marketing manager. ‘This isn't a human resources textbook. It's not fair for you to expect comprehensive coverage of your subject. I'd argue that customer service is central to the modern manager's job, too – but this isn't a marketing textbook, either. So, we've only ...
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