Case Study 11-1 Bridging the Two Worlds - The Organizational Dilemma
The author of this case study worked as the manager of the customer service group of ABC Limited in Toronto. He tells the story of how he started his job with this company and was most surprised to encounter quite serious problems with regards to communication in this company. At this company, there was a complete separation between the management (and also the office workers who worked with the management) and the workers on the shop floor, who are also referred to in the case study as the shop employees.
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