Description
Businesses have spent many years creating the problems that most of them face today. In the next few pages we'll discuss just where we stand. Then we'll look at the differences between the product-quality and the service-quality dimensions of excellence that businesses have to achieve. We'll conclude this chapter by outlining the seven imperatives that, according to our research, comprise the rudiments of success.
The following chapters will deal, one by one, with how to implement each of the imperatives. Each chapter after this one concludes with a list of "action points" to help you put its lessons to work quickly, and a list of resources-books and articles to which you can turn if you need further help. At the back of this book, moreover, is a "toolkit" that provides special tools and techniques to help you understand and solve the problems of your own organization or work group.
ISBN:9780201608137
