Three steps are needed to create client relationships: (1) The client must be identified;
(2) the contact between the client and the worker needs to be established as
directly as possible; and (3) criteria and procedures are needed by which the client can
judge the quality of the product or service received and relay those judgments back to
the worker. For example, even customer-service representatives and data-entry operations
can be set up so that people serve particular clients. In the hotplate department,
personal nametags can be attached to each instrument. The Indiana Bell Telephone
Company found substantial improvements in satisfaction and performance when telephone
directory compilers were given accountability for a specific geographic area.