GM President Mary Barra expressed regret over the Cobalt’s safety issues; she stated that GM is now moving from a culture of cost containment to a culture of safety.
How do we change the paradigm for customer service? Our goal is to instill in employees the core values of service quality, teamwork and accountability. I know there’s no easy path, but we need a few stepping stones to get started. Our aim is to develop competencies that describe these abstract behaviors and use them to measure performance.
—Stepping Stones Sought, software/services, Hyderabad, India