What can small businesses learn from larger enterprises? Plenty - if you look in the right places.
In this issue of McKinsey Quarterly, strong financial results at Barclays Bank masked an underlying malaise, according to CEO John Varley. In some areas of the business, employee engagement and customer satisfaction—areas for future growth—were weak. Barclays has shifted its attention beyond immediate shareholder concerns, focusing instead on long-term performance and the development of measures to track the bank's health.
"If you concentrate first on creating a high-performance, healthy organization that has everything your customers are looking for, your shareholders will be just fine over time."
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