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Firing on All Cylinders.

Firing On All Cylinders

by Jim Clemmer

Executives and managers now recognize that their organization's future depends upon the quality of its products and services. Producing consistently high service/quality requires a radical new closeness to customers and a level of employee-management partnership that few North American organizations have experienced. To show how this can be achieved, three formerly separate organizational performance fields are brought together: Customer Service - developing high perceived value and responsiveness; Quality Improvement - reducing defects and mistakes while increasing productivity; and Organizational Development - building leadership skills and sustaining cultural change. This is a readable and immediately useful book. You and your management team can use it as a blueprint to lead your organization to higher levels of performance.
COPYRIGHT 1990 Canadian Institute of Management
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1990 Gale, Cengage Learning. All rights reserved.

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Publication:Canadian Manager
Article Type:Book Review
Date:Sep 22, 1990
Words:121
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