02496nam a2200397 a 4500 ebr10296711 CaPaEBR m u cr cn||||||||| 080305s2008 nju s 101 0 eng 2008008572 GBA849317 bnb 014568178 Uk 9780470257463 (cloth : alk. paper) 0470257466 (cloth : alk. paper) CaPaEBR CaPaEBR (OCoLC)826461678 HD31 .L496 2008eb 658 22 Little, Steven S., 1961- The milkshake moment [electronic resource] : overcoming stupid systems, pointless policies, and muddled management to realize real growth / Steven S. Little. Overcoming stupid systems, pointless policies, and muddled management Hoboken, N.J. : John Wiley & Sons, c2008. x, 195 p. Includes index. The milkshake moment -- It was a dark and stormy night -- Half empty or half full? -- This is not a customer service book -- Foster "grow" versus status quo -- A brief history of organizations and man(agement) -- Toddlers and trust -- Some shocking behavior -- Lessons from the cubicle farm -- The managed -- The led -- Put purpose before profit -- It's never about money -- The wizard of Westwood -- Profit pushers -- NoClu Motors, Inc. -- Purpose in the plan -- You gotta serve somebody -- Insource crucial judgment -- Edicts made on high -- Peeves from below -- Participatory policy making -- How 'bout them pomegranates? -- Come harter or high water -- Address the "people problem" problem -- The people problem polka -- Eric's excalibur -- Why people work -- Care for customers -- Home team drops the ball -- The big secret to great customer service -- Even geniuses struggle to serve -- It takes a hero -- The future is already here...some folks just aren't getting the memos. Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Industrial management. Integrity. Conformity. Employee empowerment. Organizational effectiveness. Electronic books. local ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10296711 An electronic book accessible through the World Wide Web; click to view 77807 77807