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Posts Tagged ‘fall of giants’

I’ve been reading the new Ken Follet Book which tracks 5 families from 1911 to 1924.  What’s interesting is that leadership that top level leadership is removed from the actual work or from the front lines in World War I.  As a result, countless decisions are made that end up in disaster.  In addition, those who survive start to learn what actually works but this information never filters up the line.  Now shift the scene to my visit to the Comcast store last week.  They have countless problems with service and equipment quality that front line customer service needs to address.  Upper management has put them in a position to have to handle the same problems over and over again rather than looking for systematic fixes.  The morale of the story…when top management looses connection with the front line, front line employees become cannon fodder.

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