‘Stats in the Real World’ Weblinks are provided from the book’s feature to enhance your learning and practical experience.

Web link 1: Pete Slease, Principal Executive Advisor at Gartner, along with Rick DeLisi and Matthew Dixon, explain why call length in service organizations is a poor way to measure customer service

Web link 2: Stacy Jones and Jaclyn Trop collected data for Fortune Magazine on the diversity of 14 technology companies