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Book Description Hardcover. Condition: new. New. Seller Inventory # Wizard0060503009
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Book Description Hardcover. Condition: new. Hardcover. In the bestselling tradition of The One Minute Manager, Zap the Gaps combines a fastmoving business parable with stepbystep instructions for implementing the GAPS approach to problem solving.Managers at all levels within organizations often see a problem and jump to a solution. Many times the solution does not solve the problem, because the manager did not uncover the root causes of the problem. In Zap The Gaps, Bill Ambers, the Director of Customer Service in a high tech firm, encounters a business problem: his newly inherited call center is not making its numbers. With the help of a colleague, he works through the problem and discovers the GAPS approach to performance improvement: Through a parable which chronicles the woe of a fictitious manager who discovers the "GAPS" (G - go for the shoulds, A - analyse the is, P - pin down the causes, S - select the right solutions) approach to performance improvement, this text provides an example of how to implement this strategy. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Seller Inventory # 9780060503000