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General Motors: Too Late for a Culture Shift?

April 7, 2014
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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. 

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Improving Customer Service

August 8, 2013
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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

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