Baker Street Irregular Behavior In Your Organization

In one company, the engineering department so focused on itself that it never considered how its insular approach to the job was making it impossible for the tech writers to produce accurate documentation or for customer service to provide useful assistance to the increasingly irate customers. At another company, attempts to identify the root causes of problems in the production process were frequently ignored by one department whose manager simply couldn't see why she was constantly being bothered when she was clearly busy and, moreover, doing her job. In each of these cases, the environment was intense and the pressure to work rapidly was extremely high.

Provided by: American Management Association Topic: CXO Date Added: Jul 2010 Format: HTML

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