Pearson New International Edition International pcl tp indd 1

QUESTIONS GUIDE REVISIONS OF WORK PROCESSES
Answering the following questions can help to revise work processes:
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Why are we doing this?
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Why does this happen?
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What is likely to happen (in the short term and in the long term) because of the
actions we are considering?
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Why don’t all managers and all employees always emphasize the goal of satisfying
guests?
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Why do we review and approve the work of employees many times?
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Why do managers “fight fires” instead of creating value for guests?
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Why can’t our business culture encourage staff to reveal favorable and unfavorable
information?
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Why are the actions of the managers sometimes inconsistent with their goals?