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The Frictionless Organization
book

The Frictionless Organization

by Bill Price, David Jaffe
June 2022
Intermediate to advanced content levelIntermediate to advanced
304 pages
7h 14m
English
Berrett-Koehler Publishers
Content preview from The Frictionless Organization

UNDERSTAND 1

Any fool can know. The point is to understand.

—Albert Einstein

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Image WHAT IS “UNDERSTAND” AND WHY IS IT IMPORTANT?

Most organizations have a long way to go before they are frictionless. An easy way to tell if you are close to eliminating friction is to look at how many people are in the customer service department. Let’s compare the percentages of customer care staff in four different businesses:

An online service provider has 44% of its staff in customer service.

A telecommunications company has 37% of its staff in customer care. ...

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Publisher Resources

ISBN: 9781523000166