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1. Reflecting on McGroddy's comments - what are the implications for the operations manager?
Answer: The point to note here is that organisations resist change. It suggests that Operations Managers must acknowledge that change means difficulty. This works for both changes in product as well as process or organisation. Its often said that organisations, like people behave like thermoplastic. Heating them up to change the shape only lasts until they revert back to their original form on cooling.
THE SCOPPE AND NEED OF CUSTOMER SERVICE
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