Author(s): Jim Clemmer
This is a practical book aimed at all executives and managers who wish to lead their organizations to higher levels of performance. The author argues that, in order to improve the quality of a company's products and services, a radical new closeness to customers and a higher level of employee-management partnership are required; and that companies must do more than train their staff - they need to follow the path of cultural change and build an environment that encourages strong service and quality.
1993. Revised edition. A fine, unmarked copy.