By Ray Hansell
Funny as that question sounds from our experience in building a dozen call centers and consulting with dozens of others it certainly seems like managers do seem to fall on either side of these two options. In other words, either organizations place more emphasis on their processes or on their people.
Process-Oriented executives tend to “Brain’em” or figuratively knock-em up side their heads when their people just can’t seem to grasp what appears to be a straightforward work process. We’ve found over the years, that process-oriented executives would share their frustration with us regarding their employees by saying “You would think that they could at least —-(fill out the rest for yourself).
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