1.What merits do you place on Keith’s suggestions and management approach? How would you measure the success of his management approach to that of Andy’s?

2. What steps would you take to ensure that operations employees perform to their capability, and how would you improve the internal integration among employees?

3. What did Keith mean by internal customer? Is there any way to measure the outcome of treating employees as internal customers? Is there any way to measure the outcome of internal integration and collaboration?

4. How does managing today’s workforce differ from managing yesterday’s labor pool?


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