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A CFO's Strategy for the Human Side of Change

Summary: Rob Lebow, author of A Journey Into the Heroic Environment, relates the story of a recently promoted executive with new ideas on how to improve his company. Readers follow a conversation the executive has with his administrative assistant that explains Lebow's TransAction Zone Thinking (tm) concepts. This theory holds that every employee is capable of making customer-focused decisions because he or she is accountable and responsible, which creates a sense of ownership among employees.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Accountability,Customer focus,Employee involvement (EI),Employee ownership,Incentive systems,Management styles
  • Author: Lebow, Rob
  • Journal: Journal for Quality and Participation