Firing on all Cylinders: The Service/Quality System for High-Powered Corporate Performance

The Achieve process outlined in this book has been the major factor in turning our company around. --Charlie Stroupe, President, Wesley-Jessen (Schering-Plough Corporation)The concept of the three rings of perceived value is an excellent means of focusing on the customer. --Terrence J. Smith, Senior Vice President Worldwide Service Quality, American Express Travel Related Services Co., Inc.Jim's emphasis on fundamental change, becoming customer-driven, building quality into the fabric of organization's is right on. --David McCamus, Chairman, Xerox Canada and Co-Chair Prosperity Steering Group--This text refers to an out of print or unavailable edition of this title.