I was reading Malcolm Gladwell’s latest book and ran across this Chinese proverb and set the book down and thought about how this relates to service delivery… It took awhile but I came up with this…
I thought back many years ago when I worked for a large high tech company as a supervisor in the service organization. We were churning away working our cases, meeting our goals and all seemed well (I am the worm), but apparently the executives thought differently and had lost confidence in the service leader and replaced him. A new Director was hired to bring a “new way of doing things around here”…
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