A Key Concept Used by Apple and Hewlett-Packard to Grow Their Businesses
Management by walking around (MBWA) is a concept that was popularized back in the 80s by
Tom Peters and Robert Waterman in their bestseller In Search of Excellence. Steve Jobs of
Apple was a master practitioner of this theory. Not only did he talk to his employees, he often
took customer service calls and called customers personally when they wrote in with problems.
He would also contact vendors to see how he could help them improve the supply chain.
MBWA is a practice that business owners who are experiencing rapid growth should adopt now.
It is way too easy to get caught up in the trappings and responsibilities of being the boss. You
can easily lose touch with your employees and how they work with your customers.
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