Ultimately, there is just one issue: value

However well intended, program-of-the-month incentives can have a debilitating effect on employees.

Many attempts to get closer to the customer involve asking the customer to talk to you about you.

HR needs to get the message out that what matters is to ensure that the things customers want get done right and as fast as possible.

Customer satisfaction alone can't provide the kind of energy organizations need to sustain continuous improvement.