Achieving Class A Business Excellence: An Executives Perspective (Oliver Wight Companies Series)

Achieving Class A Business Excellence: An Executives Perspective (Oliver Wight Companies Series)

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Product Details

ISBN-13: 9780470260340
Publisher: Wiley
Publication date: 09/29/2008
Series: Oliver Wight Companies Series , #20
Pages: 400
Product dimensions: 9.30(w) x 12.00(h) x 7.00(d)

About the Author

DENNIS GROVES is Chairman of Oliver Wight Americas and Presidentof Oliver Wight International.

KEVIN HERBERT is a partner in Oliver Wight Europe, Africa, andMiddle East, and is coauthor of the Wiley book Gaining Control.

JIM CORRELL is a former co-chairman of Oliver WightInternational and chairman of Oliver Wight Americas. Jim is aPrincipal in Oliver Wight Americas, and is coauthor of the Wileybook Gaining Control.

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Table of Contents

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

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