Teacher Insights: Know about how to choose the best MPPSC coaching institute  |  National Edu News: Swinburne University of Technology & IIT H launch the joint doctoral program  |  Policy Indications: India & Japan collaborations for innovations on Hydrogen based technologies  |  National Edu News: Education Minister addresses at the Annual Convocation of IIM Rohtak  |  Education Information: UPSC postpones tests and Interviews of some examinations  |  National Edu News: Piyush Goyal launches the Startup India Seed Fund Scheme  |  Teacher Insights: Are you Proficient in English?  |  National Edu News: National climate vulnerability assessment sees 8 states as highly vulnerable  |  National Edu News: Education minister e-launches long-lasting hygiene product DuroKea Series  |  National Edu News: Punjab’s new nutrient rich crop varieties can satisfy India's nutritional needs   |  Guest Column: Delicious Dhabas  |  International Edu News: 2D Perovskites for Solar Cells and LEDS  |  International Edu News: AI Model for Predicting Tsunami  |  International Edu News: Wearable Sweat Sensors on a Bandage  |  International Edu News: Smallest High Resolution Microscope  |  
October 01, 2019 Tuesday 08:23:14 AM IST

Customer Experience to be Affected If Employees Not Involved In Decision Making

Business photo Pete Linforth for Pixabay

It is better for managers to involve employees in decision making process, according to Katie Bach, Managing Director at the Good Jobs Institute quoted in MIT Sloan Website. 
Bach who was the director of global strategy at Starbucks recounts a crisis the company faced when it launched Mobile Order and Pay for its customers. This made walk-in customers to stay in queues not knowing how long it will take for the employees to take their order.  
The company eventually added a tablet-based order management system for workers and adjusted pick-up counters to help manage mobile orders. Earlier this month CEO Kevin Johnson announced the development of a special “express” store in New York City dedicated solely to handling pick-up orders. Bach said there’s huge potential when it comes to deploying new technology amid workers, but that also means leaders have to re-do the workflow and processes.


https://mitsloan.mit.edu/ideas-made-to-matter/involve-your-workers-your-tech-decisions




Comments