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Dana and Jim Robinson's pioneering human performance problem solving approach, Performance Consulting, combines in Zap the Gaps with the abilities of bestseller Ken Blanchard, creating a light and entertaining tale.
Blanchard, author of business classics such as The One Minute Manager and Raving Fans has captured the Robinson's GAPS approach to discover the root cause of a problem. Rather than leaping to a conclusion the GAPS approach and Gap Zapper tool enables Bill Ambers - the customer services executive with an underperforming call centre - to reach a solution that solves not only business and performance needs, but work environment and capability needs.
This is an easy to read, 120 page book, and you will learn more about the approach through the engaging story-line and vivid examples. A must for those seeking to identify and correct the factors that negatively impact performance!
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