Please see attached cases and questions.
Case 1 - Learning to walk in the customers shoes
Case 2 - Kodak gets the picture in Executive Education
Case 1 - Siebel: forcing the issue
Case 1 - Pay for Performance: Lennox Hits some problems
CASE 1 - LEARNING TO WALK IN THE CUSTOMERS SHOES
1..No I don't think TI took the right approach to achieving better results. This is the top down approach. This often comes down to trickle down approach. In my opinion, this is what actually happened and that is why the engineers and managers are being trained now. It would have been better if the customer service employees that are in touch with the customers were trained simultaneously with the top executives. Yes, it is important to train the top managers because without their participation and support no improvement can be brought about in the organization. However, it is essential also to involve the front line employees.
2, To calculate the return on investment, I would look to the financial department to help find out the percent increase in profits because of improved customer service. In addition, I would seek information from the front line employees that are in touch with the customers to ascertain the extent of increase in sales that can be attributed to changes brought about from the training. Finally, I would consult the VP Marketing to find out his opinion on the extent to which he feels the improvements in profits are due to the training.
CASE 2 - KODAK GETS THE PICTURE IN EXECUTIVE EDUCATION
1.It seems Kodak did needs assessment for top executives by interviewing some of the board members and ...
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