Archive for January, 2011

Great post by Simon Caulkin. http://www.managementexchange.com/blog/seven-counterintuitive-truths-managers Some excerpts: Most managers assume that improving service increases cost. Wrong. Cost reduction is a by-product of focusing on value as defined by the customer. Jack Welch called hierarchies places where “everyone has their face toward the CEO and their ass toward the customer.” The job of managers is […]