March 2014
Intermediate to advanced
688 pages
11h 30m
English
book
The Field Guide to the 6Ds: How to Use the Six Disciplines to Transform Learning into Business Results
by Andy Jefferson, Roy V. H. Pollock, Calhoun Wick
Content preview from The Field Guide to the 6Ds: How to Use the Six Disciplines to Transform Learning into Business Results
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Case D6.2
How We Used Measurement to Drive “SOAR—Service Over and Above the Rest”
Joyce Donohoe, Paul Beech, Karen Bell-Wright, Jim Kirkpatrick, and Wendy Kirkpatrick
Manager, Strategic Commercial and Service Initiatives, Emirates Group Learning and Development College; Manager, Emirates Global Contact Center; Vice President, Emirates Retail and Contact Centers; and Consultants, Kirkpatrick Partners
Background
Emirates Airline (Exhibit D6.2.1), headquartered in Dubai, United Arab Emirates, is part of The Emirates Group, which manages more than 68,000 employees. Founded in 1985, the airline is the world's largest by scheduled international passenger ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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