Know Your Nuggets: Operational Transparency

When you were in math class as a child, teachers usually wanted more than the correct answer to a problem. They also wanted you to demonstrate, on paper, how you got the answer. They wanted you to “show your work.”

Turns out, adults want that too. In fact, something kind of magical happens when customers see employees hard at work making a product or performing a service just for them. Customers are more satisfied, and workers are more efficient, when the work is done in plain sight.

This adult version of “showing your work” is called “operational transparency.”

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About Bob Sullivan 1637 Articles
BOB SULLIVAN is a veteran journalist and the author of four books, including the 2008 New York Times Best-Seller, Gotcha Capitalism, and the 2010 New York Times Best Seller, Stop Getting Ripped Off! His latest, The Plateau Effect, was published in 2013, and as a paperback, called Getting Unstuck in 2014. He has won the Society of Professional Journalists prestigious Public Service award, a Peabody award, and The Consumer Federation of America Betty Furness award, and been given Consumer Action’s Consumer Excellence Award.

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