• Sage Organisational Schizophrenia Sage Organisational Schizophrenia

Sage Organisational Schizophrenia

Product Code : 9788132109563

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Quick Overview

More than two decades after the watershed economic reforms of 1991, customers find yawning gaps between what many companies promise to deliver as a matter of policy and what, in customers' perception, is actually delivered at the operating level.

A major part of the problem stems from the fact that while a company may be keen to maximise customer satisfaction, it would also want to maximise shareholder value at the same time. This obsessive pursuit kills people`s objectivity. The resulting conflict of self-interest generates wrong signals within the company, leading to organisational schizophrenia severely affecting employees' emotional engagement.

Supported by sizeable empirical research from 300 interviews with almost 200 respondents, including customer-contact employees, the book explores the reasons why, in a company,


- behaviour becomes unpredictable,

- responsiveness becomes arbitrary,

- initiative becomes risky,

- operating practices drift away from policy and

- mission statements begin to turn into mere posters.


The book shows how organisational schizophrenia and the consequent problems can be avoided through disciplined and rigorous commitment to core values, standing up to wrongdoing, and taking a stand for the customer at all levels of management.

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Brand / Publisher SAGE Publications India
Return Policy 15 Days
Edition 2015
ISBN 9788132109563
Author Gopal K. Gureja
Language English
Subject Management
Pages 376
Binding Paperback


Brand Information

Sage Publications is an independent publishing company founded in 1965 in New York by Sara Miller McCune.  Sage has more than 1,500 employees globally from principal offices in Los Angeles, London, New Delhi, Singapore, and Washington DC. Sage’s publishing program includes more than 800 journals and over 800 books,reference works and electronic products covering business, humanities, social sciences, science, technology and medicine.In 2012 Sage was named the Independent Publishers Guild Academic and Professional Publisher of the Year.

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