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我们总是假设公司中进行的活动会带来增值。但我们很少考虑到,我们耗费精力去做的事有可能反而会降低客户满意度,同时也增加我们的成本。不幸的是, 这是一种普遍现象。组织中最显著的现象之一就是人们会坚决抵
We always assume that the activities carried out in the company will bring added value. However, we seldom think that the things we do our best to reduce the customer satisfaction may increase our cost. Unfortunately, this is a common phenomenon. One of the most significant phenomena in the organization is that people will firmly resist