Systems thinking for service centers [electronic resource] / John Seddon.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (24 min.) : color, sound)Subject(s): Call center agents | Call centers -- Management | Customer services -- Management | Industrial efficiency | Industrial management | Organizational change | Organizational effectivenessOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: Systems thinking for service centers -- The present style of management -- The paradigm is the problem -- Two types of demand -- The command and control archetype -- The systems thinking archetype -- Changing management thinking -- Purpose, measures, method -- Best practice.
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Mode of access: World Wide Web.