June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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Case 3: Improving Performance in Business Services Handout (page 2)
In spite of this consistent record, though, Audrey Downs (Charles’s new boss,
the head of Economic Development) felt there was still room for improvement. She
explained her thinking to Charles in a luncheon meeting one day, not long after Charles
had been promoted to manager. By that time, Charles had seen enough of the Business
Service Group’s operations to agree. One of Audrey’s major problems for the entire
department was to institute a service Quality Management Program, and she wanted to
start in the Business Services Group. Charles agreed with the idea.
Early the ...
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