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CHAPTER 12 STORIES FROM THE FIELD

EMPLOYEE SATISFACTION RENEWED

“Frank, you’ve got six months to improve these results, or you and your management team can forget your bonus for this year!” Cheryl said, with a little panic audible in her voice. “And I can forget mine too. How did this happen? Your division has the lowest employee satisfaction survey scores in the whole company. That means anywhere in the world!”

“I thought the numbers were going up,” Frank offered defensively. “I don’t know how they went down further.”

“You’re responsible for Learning Services. I don’t have to tell you that your division is responsible for helping our business units and leaders throughout the world carry out their key strategic initiatives. And one of ...

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