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With the same product, policies, and people). With training for multiple processimprovement action teams, they won the JD Power Award. If employees could operate as a well – oiled machine without training and coaching, you would not be in the mess you are in. A few people were fired as a result.
Over time, the executives get so engrossed in running the day to day operations of the business that they forget that the purpose of the business is to serve it’s customers. It is very easy to state company policy and say sorry we can’t help. You are not transparent or operate in bad faith. You don’t empathise with the customer.
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