Most Helpful Customer Reviews
Zap the Gaps!: Target Higher Performance and Achieve it! based on 0 ratings. 2 reviews.
Ken Blanchard takes a small, but useful improvement process and stretches it over a 100+ page story. My complaint is I had to read a long story to get very little useful information. As a successful Call Center Manager I find that Ken Blanchard misses the mark as the substance he present is just a very small piece of successfully improving a call center.
This is a quick read book that can make a real difference to your performance improvement initiatives. The story clearly illustrates the type of partnership that needs to exist between HR and line management. Zap the Gaps provides a step-by-step recipe for identifying root causes and determining cost effective solutions.