2 Scaling the Sequence
Sales agents in Jeff Lee’s financial software firm were consistently failing to meet performance targets. Jeff (real person, fake name) had long felt something was missing in the way the team operated, but he always struggled to fully articulate exactly what it was. He was frustrated at the work rate of some of his staff and also suspected that some team members’ behaviours were more about “gaming the system” for their own personal benefit than doing the best they could for the customer. Desperate for improvements and hoping for some “secret sauce” that would motivate his team toward peak performance, Jeff sought assistance from a consulting firm.
The firm suggested an approach based on Lean ...
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