Capability refers to the skills, tools, and experience that a person needs in order to successfully perform her job. When any of these factors are missing, there is an increased chance that the employ...
Just how IS your front line representing your brand in the eyes of your customer? The Profiles Customer Service Profile measures attitudes critical to success in customer-facing roles.
When managers decide how to allocate their time for managing performance, the ends of the curve tend to get the most attention: the stars and (more often) the problem children. But what about the folk...