Recently, our CEO wrote the following, in an internal communique, to our customer service manager:
To accomplish our service objectives the leadership team must come together to develop the principles to guide this effort. Once principles are developed a concept can be agreed upon, follow the concept with a strategy. Follow your strategy with a plan and ultimately action. Results are audited and you adjust as needed by returning to concepts, “a cycle of thought and action”
Does someone know as to who coined this approach? Is there an author who wrote about it? Thanks.
RK
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