| Popis: |
Jack McKinnon stood up from his desk to stretch for a moment and take a break from writing his analysis and proposal to his boss. In front of him and to his left and right, he could easily see the workstations and employees of Delwarca Software's Remote Support Unit, separated from each other by low partitions and configured like his in the open office layout of Delwarca's corporate headquarters in Waltham, Massachusetts. It was a comfortable, busy, and orderly scene with a murmur of voices and frequent ringing phones. However, McKinnon was deeply concerned that customer service performance in his unit was getting worse, not better… |
