Benchmarking
communications issue, 76
high error rates, 80
information filtering, 76–77
micromanagement, 77
motivation, 79–80
performance measurement, 73, 78–79, 81
performance standard, 80
statistical analysis, 73
widget company, 74–76
Blockbuster, 29
Certified Public Manager program, 37
Check printing industry, 30
Communication
effective communication
business communication, 61–62
Deputy Director, 59–60
fictional example, 60–61
paperwork, 62
knowledge management, 63–64
organizational intelligence quotient, 64–66
Conflict management, 56–57
Corporate structure, 5
Customer relationship management (CRM), 83
Data gathering, 82
Disruptive innovations, 35–36
E-mail, 67
Enterprise resource planning (ERP) solutions, 83
Enterprise Service Quality ...
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