Achieving Class A Business Excellence: An Executive's Perspective

Prologue xi

Introduction xiii

1 Opportunity 1

2 Fact-Finding—Greg Meets His Team 19

3 Greg’s Directives 47

4 Breakdown 53

5 Listening . . . 67

6 . . . and Learning 79

7 Observing 95

8 Possibilities 115

9 Beginning 141

10 Hope 171

11 Decision Time 193

12 Kick-Off . . . 203

13 Involvement 219

14 Education, Education, Education . . . 239

15 Process Design 253

16 Customer Service 273

17 Customer Satisfaction 295

18 Competitive Pressure 313

19 Class A Leadership 329

20 Sustainability and More . . . 351

Epilogue 367

Reader’s Reference 371