A Commitment Story
How Not to Get Commitment
A senior-management steering committee for a major corporation set up an employee team to look at the process the company uses to respond to customer requests. The team consisted of employees involved in various components of the customer service function. The senior managers studied the process, and decided that the average time to handle a request could be reduced from 72 hours to 24 hours by eliminating certain steps. At the first team meeting, the steering committee presented its findings and asked the team to come up with a plan to reduce the turnaround time on requests. The team responded by saying, “What do you need us for? It looks like you’ve done it all yourself.”
What’s the problem here? ...
Get Teamwork: 20 Steps to Success now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
