Firing on all cylinders
Subtitle: the service/quality system for high-powered corporate performance
By: Jim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates.
Contributors: Sheehy, Barry
Publisher: Business One Irwin
Published: 1992
Place of publication: Homewood, Ill
Language: eng
Number of pages: 392
Subjects: Total quality management; Customer services; Executive ability
Notes: Includes bibliographical references (p. 347-377) and index.
Table of contents: title: The service/quality revolution; title: What is "service/quality"?; title: Richochets, recoveries, and bridges; title: Dysfunctional assumptions; title: A new organizational paradigm; title: At the service/quality crossroads; title: Cylinder one : signaling commitment; title: Cylinder two : listening to internal/external customers; title: Cylinder three : education and awareness; title: Cylinder four : hiring and orienting; title: Developing the skills to go the distance; title: Cylinder five : personal skills; title: Cylinder six : coaching skills; title: Cylinder seven : team skills; title: Cylinder eight : systems; title: Cylinder nine : reward and recognition; title: Cylinder 10 : improvement activities; title: Cylinder 11 : standards and measures; title: Cylinder 12 : marketing strategies; title: Deployment : infrastructure, planning and reporting, and assigned responsibilities; title: Getting it together; title: Let's end with your beginning.