Top
1.800.628.2783
1.800.628.2783
ATD Links Archive
Issue Map
ATD Links Archive
ATD Links

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

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

Financial Publishing Company

Advertisement

Background

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

To access this content Join ATD or sign in.