After my posting on call centers, I received an email from a reader submitting his own recent experience with a call center. The story is so funny – and such a classic example of lack of alignment – that, with the reader’s permission, I decided to share it with you. I edited the email for…
Tag Archives | satisfaction
Reinventing Local Government
By Jonathan Becher on September 23, 2006 in alignment, government, performance management, satisfaction
Every once in a while an idea comes along that’s so simple but so compelling that it sticks in my head for days. It also makes me wonder, “Why the heck didn’t I think of that?” An exchangeable tank for your gas grill fits the bill. So does the iPod. But not the Internet –…