Total Customer Service : The Ultimate Weapon

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Title Total Customer Service : The Ultimate Weapon
Publication Type Book
Pub Year 1990
Authors Davidow, W. H., & Uttal B.
Publisher HarperCollins Publishers
Keywords management
Notes management"The hard truth is that there's little place for the traditional middle manager in companies that go all out to serve customers. The skills that most such managers have mastered--protecting their fiefdoms, proving their importance by forcing all information and communications to flow through their offices, meticulously enforcing bureaucratic controls--become serious liabilities. Yet no matter how flat the organization, no company can function without middle management. The solution service leaders often take is to redefine the middle manager's job. Instead of acting like a boss, he is encouraged to behave like a helper." (p. 106)
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