C H A P T E R 17
A Field Day for Executives
The Benefits of Knowing What Your Organization Actually Does
IN THE SPRING OF 2004 my wife and I flew into Newark airport on a Continental Airlines flight from Madrid. We had an airline-scheduled window of a little less than two hours to make a connecting flight to San Francisco, but 70 minutes later, in the crowded international baggage arrivals hall, our suitcases had yet to appear. During our wait, we observed a phenomenon all too common in many corporations: customer-facing employees scrambling to make up for management misjudgments. Continental ground personnel were doing their best to calm irate passengers waiting interminably for their luggage and book new connecting flights for those who were ...
Get What Were They Thinking? 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.
