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Contents
Acknowledgments
Using the Cases in This Book
Case Report Worksheet
Analyzing a Case: A General Strategy
Case Analysis Guidelines Worksheet
Case Issues Index
The 35 Case Studies
1 How Come They Make More Than I Do?
2 She's a Smart Enough Broad
3 Improving Performance in Business Services
4 Looney Tunes on Parade: Part 1-Getting Started on
the Right (or Left?) Foot
5 Looney Tunes on Parade: Part 2-Kicking into Gear
6 Looney Tunes on Parade: Part 3-A Time for Action
7 Mary Corey
8 Shipping and Receiving
9 They Came from Docu-Max
10 He's Just Not the Same
11 Special Checking Is Handed a Loss
12 Beverly Comes Full Circle
13 It Was Really So Simple
14 Pain in Claims
15 Don't Let Her Get Behind You
16 Kathy's Temper
17 Forgetting Claims
18 Answering the Phone
19 Good News, Bad News: Part 1-The $15.00 Mistake
20 Good News, Bad News: Part 2-Judy, Judy, Judy
21 Good News, Bad News: Part 3-The Storm Breaks
22 Conflict in Customer Service
23 Don't Let an Old Flame Die
24 The Contradiction of Business
25 Problems Behind the Counter
26 Wanted: Good Secretary
27 Another Staff Meeting
28 The Case-in-Case Analysis
29 A No in the Field
30 Buddy Jefferson
31 A Wet Pain in the Neck
32 Well, Excuuuse Me!
33 The B Is Back
34 Who's Telling the Truth?
35 A Leadership Challenge
Appendixes
A Managerial/Supervisory Pre-Training Planning Sheet
B The Management Style Inventory
C Self-Inventory of Managerial Responsibilities
Index199