THE FUTURE OF WORK

摘要

No low-wage worker in shanghai, new Delhi, or Dublin will ever take Mark Ryan's job. No software will ever do what he does, either. That's because Ryan, 48, manages people―specifically, 100 technicians who serve half a million customers of Verizon Communications Inc. out of an office in Santa Fe Springs, Calif. A telephone lineman before moving up the corporate ladder, Ryan is earning a master's degree at Verizon's expense in organizational management, where he's studying topics like conflict resolution. That's heady stuff for a guy who used to climb poles. "The technical side of the business is important," says Ryan, "but managing people and rewarding and recognizing the people who do an outstanding job is how we are going to succeed."