Chapter Eight
Identifying the Root Causes of Performance Gaps
Opening Vignette
The first priority for performance improvement determined by employees in a retail department of a luxury cosmetics company is to improve poor service quality. Employees identify that this takes the most significant proportion of their year-end appraisal, and the most frequently discussed topic with their immediate boss, while also affecting other important performance indicators such as customer satisfaction. After analyzing their service quality over the past several months, the employees have realized that two main factors contributed negatively to their overall performance. One factor is that they had been late in responding to online customer requests ...
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