CHAPTER 1
The Performance Problem
“Why can't I make any sense of this?” Vince Sharp slammed the latest stack of operations reports down on his desk and hammered his fist on top of the stack. Vince, vice president of customer services for SolvNET, was furious because he suspected that service had dropped for the fourth straight month. He couldn't tell, though, because the reports were too complex to decipher.
Just then, Vince's new executive assistant, Libby Bates, stepped into his office to drop off the latest stack of customer feedback cards. Seeing the scattered reports and the scowl on Vince's face, Libby nearly tiptoed as she asked, “Having ...
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