Taking account of the human factor

Wellins, Richard; Rick, Steve
October 1995
People Management;10/19/95, Vol. 1 Issue 21, p30
Discusses the re-engineering initiatives on companies and describes how the Royal Bank of Scotland improved its customer service and profitability by building fundamental change on its staffs. Account on the re-engineering of GTE, Pratt and Whitney and Pilkington Optronics of their customer process service; Essence of re-engineering; Key in achieving change; Re-engineering challenge on small human relation (HR) teams.


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