Quick 20 questions multiple choice quiz!!!!!!!!!
Chapters 10, 14 and 18 and related videos
Frei, F. X. (2006). Breaking the trade-off between efficiency and service. Harvard Business Review, 84(11), 92-101. (available from coursepack)
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Be sure to read all of the chapters at least a couple of times
I would even suggest that you sumarize the chapters
Read the article a couple of times and I would summarize it. THE ARTICLE IS IN THE COURSEPACK. You will see questions over the article on the quiz
Then review the videos a couple of times and make notes over the Videos
Review the PowerPoints slides a couple of times.