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
Index 375
DENNIS GROVES is Chairman of Oliver Wight Americas and President of Oliver Wight International. KEVIN HERBERT is a partner in Oliver Wight Europe, Africa, and Middle East, and is coauthor of the Wiley book Gaining Control. JIM CORRELL is a former co-chairman of Oliver Wight International and chairman of Oliver Wight Americas. Jim is a Principal in Oliver Wight Americas, and is coauthor of the Wiley book Gaining Control.
"Top of the class! This cuts through the management-speak and presents the reader with Class A nuggets." (Works Management, December 2008)
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