Leading and developing employees for an effective customer experience and value creation for the company.
Leading and developing employees for an effective customer experience and value creation for the company. Hugues Bonshe Makalebo Leading and developing employees for an effective customer experience and value creation for the company. Final Report for Project Assignment for the Mini MBA At Frankfurt School of Finance & Management Supervised by Helmut Grossmann Submitted by Hugues Bonshe Makalebo Mini MBA +243816071107 huguesbonshe@gmail.com Kinshasa, Democratic Republic of Congo, November 2020 Table of contents Introduction 4 Literature review 5 Methodology 6 Results 7 Analysis & Discussion 8 Conclusion and recommendations 15 Bibliography 16 Annexes 17 Introduction In the last years, the business environment has experienced a tremendous shift on its development thanks to the increasing competition, the effective usage of new technology and the obligation of maximizing value for the shareholders. This shift obliges companies seek competitive advantages that...