image CHAPTER 8

The STARS Portfolio 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 previously operated as independent units. An experienced operations manager, Andy understood that he was expected to improve performance 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 ...

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