Organisational Schizophrenia ― Impact on Customer Service Quality

With the competitiveness reforms introduced beginning in 1991, most Indian companies placed a new emphasis on customer service, yet often there is a mismatch between the policies articulated by top management and the actual operations of companies in practice. Gureja (who has held positions of responsibility for customer service management with K. G. Khosla & Company of Delhi and Thermax Ltd of Pune) here explores how this mismatch arises, basing his conclusions on studies conducted with respondents from different levels of three engineering companies based in Pune and Coimbatore. He finds disconnects arising in the areas of communications, leadership style, review processes, employee engagement, and contradiction in messages, among others. Although his study subjects are specific to the Indian manufacturing sector, he believes his findings are pertinent to management issues that transcend that specificity. Annotation c2013 Book News, Inc., Portland, OR (booknews.com)