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When doing less adds up to more : companies that reduce and simpllify front-line employee workload find that they can better position employees to deliver a better customer experience
Author
Title
When doing less adds up to more : companies that reduce and simpllify front-line employee workload find that they can better position employees to deliver a better customer experience / Zeynep Ton.
Edition
[First edition].
Publication
[Place of publication not identified] : MIT Sloan Management Review, 2023.
Physical Description
1 online resource (6 pages)
Local Notes
Access is available to the Yale community.
Notes
Reprint #64427.
Access and use
Access restricted by licensing agreement.
Summary
Executives typically add customer offerings such as new features or products or initiate new pilots, processes, and tools to spur business growth -- without considering how such changes will affect customer-facing workers' workloads and ability to serve customers. Based on research and experience with companies like Sam's Club, Mercadona, and Quest Diagnostics, the author explains how subtracting existing processes and product options rather than adding more can improve employee's work, retention, and wages and improve customer experience.
Variant and related titles
O'Reilly Safari. OCLC KB.
Format
Books / Online
Language
English
Added to Catalog
July 05, 2023
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