Thoughtful post on unintuitive management truths


Great post by Simon Caulkin.

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 to make it easier for their people to respond to customers—and that only happens where those two meet.




One Response to “Thoughtful post on unintuitive management truths”

  1. I’m gonna use that Jack Welch quote = so true!

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