CHAPTER 6
Not Invented Here (NIH)
Many years ago I played a dirty trick on a group of senior leaders inside a particular business unit of a fairly large organization that had hired me to help improve performance at a customer call center. Through my consulting work I had discovered that a group of about a dozen managers and supervisors of the command-and-control persuasion were causing some fairly serious issues. In one part of the operation, I discovered that a number of improvement suggestions by customer service representatives had simply never seen the light of day—ideas that would have made customers’ lives easier and ...
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