[Michlib-l] Article on why the principle of efficiency in providing customer service isn't a good idea

[Robert P. Holley]

I wouldn't normally consider sending out a management article, but I found this one to be excellent even if from a non-traditional source. A public librarian friend also thought it was valuable enough to send out.

https://customerthink.com/time-to-say-goodbye-to-an-outdated-concept-efficiency/?ct_subscriber=yes


Bob


Robert P. Holley

Professor Emeritus, Wayne State University

13303 Borgman Avenue

Huntington Woods, MI  48070-1005

email: aa3805 at wayne.edu

phone: 248-547-0306

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