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商品編號： 98109 出版日期： 1998/01/01 作者姓名： Rucci, Anthony J.;Kirn, Steven P.;Quinn, Richard T. 商品類別： General management 商品規格： 16p 再版日期： 地域： 產業： Retail trade 個案年度： -
商品敘述：
It is no longer news that over the past five years, Sears, Roebuck and Co. has radically changed the way it does business and dramatically improved its financial results. But the now-famous Sears turnaround was more than a strategic and financial break with the past. It was a radical change in the logic and culture of the company, based on a new business model--not so much ""the softer side of Sears"" as the softer side of measurement. Led by CEO Arthur Martinez, a group of more than 100 top-level Sears executives spent three years rebuilding the company around its customers. In rethinking what Sears was and what it wanted to become, these managers developed a business model of the company--the employee-customer-profit model--and an accompanying measurement system that tracks success from management behavior through employee attitudes to customer satisfaction and financial performance.
涵蓋領域：
Performance measurement;Employee empowerment;Employee attitude;Organizational management;Customer service;Customer relationship management
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