Strategy Dynamics Briefing 27: Resource quality and performance example

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Management is concerned about the quality of resources because it has a real impact on performance – better sales people win better customers, faster, better products drive stronger customer growth and sales, better equipment causes fewer faults, and so on.

Read on as we further build on the simple example of skills amongst call-center staff from Briefing 26…

Since the skills in this case concern customer support, the quality of that support is vulnerable to any shortfall in either the number of ...

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