JOURNAL ARTICLE

Management By Driving Around.

  • Published In: Harvard Business Review Digital Articles, 2024. P. 1 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Sutton, Robert I.; Rao, Huggy; Rothkopf, Michael 3 of 3

Abstract

The article discusses how Steve Gordon, a veteran technology executive, transformed California's Department of Motor Vehicles (DMV) by increasing online services, improving field office service, and boosting employee morale. Gordon's approach, termed "management by driving around," involved visiting all 180 DMV field offices to identify problems, propose solutions, and build trust with frontline employees. His efforts led to significant improvements in customer service, online services, and employee satisfaction at the DMV. The article highlights Gordon's leadership in instilling pride, fostering innovation, and creating a culture of continuous improvement within the organization. [Extracted from the article]

Additional Information

  • Source:Harvard Business Review Digital Articles. 2024/11, p1
  • Document Type:Article
  • Subject Area:Business and Management
  • Publication Date:2024
  • Accession Number:181243653
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