June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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13
American Management Association / www.amanet.org
Case 3: Improving Performance in Business Services
Case Discussion:
Improving Performance in Business Services
Summary
Charles Thompson recently was appointed manager of the Business Services Department. Earlier
in his career, he had worked as a specialist in this department for 18 months until he transferred to
another department. When he moved back, he was reunited with a group he had previously worked
with. This group, known offi cially as the Business Services Group, was experienced and its members
were worked together effectively. Spurred by his new boss to improve service quality, Charles raised
their quotas by 20 percent and threatened to put anyone who did not meet this quota on formal ...
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.