A CASE STUDY CONTINUEDThe Answer tothe Power Company Story

“Sometime Later in the Week”

THIS IS THE final answer to the story that featured Arthur, field technician; Mr. Phillips, supervisor; and a work process where the customer was left to make things happen and essentially fend for himself. The story is at the beginning of part 2. If you forgot, read it again. It’s not that long.

There is no one solution, but if there were, it would focus on the stewardship contract, the management practices, and the basic architecture discussed in the book to this point. The elements would be these:

1. Renegotiate the contract with Mr. Phillips and Arthur about the kind of response time, responsibility, and attention to customers that is now required. They ...

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