The milkshake moment : overcoming stupid systems, pointless policies, and muddled management to realize real growth / / Steven S. Little.

• Author: ProQuest (Firm); Little, Steven S., 1961-
• TeilnehmendeR: ProQuest (Firm)
• Year of Publication: 2008
• Language: English
• Physical Description: x, 195 p.
• Notes: Includes index.

Table of Contents

The milkshake moment -- It was a dark and stormy night -- Half empty or half full? -- This is not a customer service book -- Foster "grow" versus status quo -- A brief history of organizations and man(agement) -- Toddlers and trust -- Some shocking behavior -- Lessons from the cubicle farm -- The managed -- The led -- Put purpose before profit -- It's never about money -- The wizard of Westwood -- Profit pushers -- NoClu Motors, Inc. -- Purpose in the plan -- You gotta serve somebody -- Insource crucial judgment -- Edicts made on high -- Peeves from below -- Participatory policy making -- How 'bout them pomegranates? -- Come harter or high water -- Address the "people problem" problem -- The people problem polka -- Eric's excalibur -- Why people work -- Care for customers -- Home team drops the ball -- The big secret to great customer service -- Even geniuses struggle to serve -- It takes a hero -- The future is already here...some folks just aren't getting the memos.