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

Index 375

About the Author

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.

Reviews

"Top of the class! This cuts through the management-speak and presents the reader with Class A nuggets." (Works Management, December 2008)