Firing on All Cylinders

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Jim Clemmer, 1992 - Business & Economics - 392 pages
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Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural change
 

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Contents

Introduction
1
America Focuses on ServiceQuality
21
Customers See One Big Ring
38
Fixing Processes Not Problems
52
Chapter Four
57
Take a Long Look in the Mirror
75
New Skills for New Roles
88
Chapter Seven
101
Chapter Twelve
171
Coaching Skills in Action
189
Team Skills in Action
204
SYSTEMS
208
Examples of Systems Alignment
222
Examples of Reward Systems and Recognition Strategies
235
The Elements of Success
248
Examples of Standards and Measures
271

They Are Getting Your Message
104
External Customer Listening
117
Internal Marketing and Communications
135
Hiring Right the First Time
148
Chapter Fifteen
152
Chapter Eleven
158
Todays Most Powerful Advertising
285
Planning
301
Chapter TwentyOne
318
Quality Awards and Audits
336
Index
378
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