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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

ELIMINATE 3

Exterminate! Exterminate!

—The Daleks from Dr. Who

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

Of all five of the frictionless strategic actions, Eliminate produces the most impact. “Eliminate-able” contacts are those that irritate customers and add cost and problems to an organization. Customers do not want to have to contact any business because their products or services are unsatisfactory, confusing, or delivered late. These contacts reveal the worst kinds of friction. They carry the greatest risk of escalation to expensive ...

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Publisher Resources

ISBN: 9781523000166