James Aramanda, head of Mellon Investor Services, must decide how to change the focus of their business. He is working with consultants to create a change in strategy to improve the business, which is already doing well. Will he be able to motivate their staff to change the nature of how they meet customer expectations and requirements of both motivation and including its employees in this process? "Hide
by Thomas J. DeLong, Vineeta Vijayaraghavan Source: Harvard Business School 14 pages. Publication Date: May 15, 2002. Prod. #: 402036-PDF-ENG
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