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Book Excerpt: Linking HRD Programs With Organizational Strategy edited by William J. Rothwell

Thursday, June 16, 2005

Chapter: "Strategic Planning and Customer Satisfaction: The Ultimate Drivers of Change Management," by Beverly Hyman

Financial Publishing Company



On a spring day, the publisher of six well-known, monthly technical financial-services publications called his director of publishing services into his office. The publisher charged his subordinate with making the publications user-friendly. The CEO had announced that customer service was one cornerstone of the new strategic pla

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