January 2007
Intermediate to advanced
760 pages
23h 12m
English
RON ASHKENAS AND PATRICE MURPHY
I have never failed to see a marked change come over the entire organization … as soon as the members felt they were accorded recognition as rational beings and to be consulted on matters of common interest…. The operative, if encouraged to think, will soon effect great savings in the work at which he is more of an expert that anyone else.
—H. Fitz John Porter

When the state of Connecticut’s Department of Transportation (DOT) needed to make urgent improvements to customer service while at the same time reducing head count, the commissioner was unsure how to proceed. After all, the kinds ...
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