A first-time observer might peg Spengler as a Fortune 500 management analyst material, and that observer would not be entirely wrong. Spengler came to Arlington in 1991 after similar jobs in Virginia and California. Then, in California, he found himself sitting in an operational management course taught by a man who also worked as an executive at Bechtel, the multinational construction firm. It is the result of policies, procedures, and practices. Management is responsible for this system.
All employees work in the system created by management.
To improve customer service management must improve the system. New employees will not do it. Smile training will not do it. The only tool is planned, purposeful change. Now Spengler is the one triggering lightning bolts in students.