Strategy & Leadership

Dealt a Screwball Management Directive? Shield Your Techs

By Donald B. Stephens  May 26, 2016 — Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. As he knows well, even the best-intentioned management strategies can have negative aspects. Here, Stephens explains why service managers can get more out of their techs by serving as a buffer to corporate programs that come down the pike […]