ABSTRACT
Assuming new organizational relationships between management and labor, individuals and teams, and suppliers and customers while consistently delivering services at performance levels above customers’ expectations and organizational quality requirements is challenging — even for the most experienced and best-trained managers under the most favorable market conditions. Long-term success requires the assumption of new (and often unfamiliar) roles, creating opportunities for genuine employee empowerment, as well as measurement and control of critical processes. Increasingly, these relationships need to be maintained across thousands of miles in different cultures and with workers speaking different languages.
