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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

STREAMLINE 6

If you define the problem correctly, you almost have the solution.

—Steve Jobs

Image

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

Streamline actions should be assigned to those contact reasons that are irritating to the customer but valuable to the organization. In fact, this contradiction—between the customer’s perception of the contact and the organization’s—is at the heart of what makes Streamline complex; it represents a risk to customer relationships, begging the question, “Are these reasons really valuable for the organization?” ...

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Publisher Resources

ISBN: 9781523000166