quinta-feira, janeiro 18, 2018

"learning to say “no.”"

"Southwest has a winning formula that aligns process, people and purpose. But the real coup in responding to a changing competitive landscape lies in learning to say “no.” Operations are all about customer service, which means delivering on a promise that a customer wants kept. Deciding what promises to keep always means saying no."
Trecho retirado de "Why Southwest Airlines’ competitive advantage might be saying ‘no’"

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