(2004), "Well done and rare!", International Journal of Productivity and Performance Management, Vol. 53 No. 7. https://doi.org/10.1108/ijppm.2004.07953gaa.006
Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited
Well done and rare!
Yesterday, the ceiling in my office started to leak. I called our maintenance department and someone came along, investigated and found out it was caused by a faulty air conditioning unit on the floor above. He carried out as temporary repair, keeping me informed all the time as to what he was doing and when it would be finished and returned the next day to finish the job. A perfect result with excellent service. The problem? Only that I was surprised by the level of efficiency and the level of service. It is too rare that one experiences such high levels of performance!