Firing on All Cylinders: The Service Quality System for High-Powered Corporate Performance

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McGraw-Hill, Nov 1, 1994 - Business & Economics - 392 pages
This authoritative, crisply written book outlines Zenger-Miller/Achieve's Service/Quality System that is used in dozens of public and private sector companies. At the heart of the book are 12 key service/quality improvement areas--or cylinders--that show how to signal commitment, listen to internal/external customers, improve processes, realign systems, and more.

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