When doing less adds up to more companies that reduce and simpllify front-line employee workload find that they can better position employees to deliver a better customer experience
Executives typically add customer offerings such as new features or products or initiate new pilots, processes, and tools to spur business growth -- without considering how such changes will affect customer-facing workers' workloads and ability to serve customers. Based on research and experien...
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| Format: | eBook |
| Language: | English |
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[Place of publication not identified]
MIT Sloan Management Review
2023
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| Edition: | [First edition] |
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| Online Access: | |
| Collection: | O'Reilly - Collection details see MPG.ReNa |
| Summary: | Executives typically add customer offerings such as new features or products or initiate new pilots, processes, and tools to spur business growth -- without considering how such changes will affect customer-facing workers' workloads and ability to serve customers. Based on research and experience with companies like Sam's Club, Mercadona, and Quest Diagnostics, the author explains how subtracting existing processes and product options rather than adding more can improve employee's work, retention, and wages and improve customer experience |
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| Item Description: | Reprint #64427 |
| Physical Description: | 6 pages |