This Case is about CUSTOMER SERVICE
PUBLICATION DATE: March 15, 2014 PRODUCT #: BH599-PDF-ENG
Although pressures for more efficient and effective authorities are not mild and prescriptions for transformation to flourish, sensitive accounts of successful authorities change initiatives are comparatively finite. In this informative article, we chronicle a transformation of the Indiana Bureau of Motor whereby the quality of services drastically enhanced while substantially reducing its price structure actually going from worst to first in national positions of such bureaus.
We additionally use this powerful case to critically assess research worker Jim Collins’ declarations about the issues most vital to organizational change and effectiveness in the social sector (vis-a’-vis the business sector) and reason with lessons seeing amazing management practices for associations across sectors.