Sit back for a moment and think about this scenario. Company G has a budget of €1.2 billion and 13,000 staff. But lots of its workers are tied up doing red-tape work instead of going out into the field. It has many hardworking staff, but no way of properly measuring their performance.
When some of them fail to respond to calls from customers, it often does nothing about it.
Some of its most senior staff have...
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