Achieving Class A Business Excellence: An Executive's Perspective / Edition 1

by Dennis Groves, Kevin Herbert, James G. Correll

Overview

A tough, challenging, and eventful journey is outlined in this cutting-edge business story. Greg, the company President, uses the latest edition of the trusted industry standard, The Oliver Wight Class A Checklist for Business Excellence, to transform his business from mediocrity to industry leading performance. What he learns about senior management responsibilities and behaviors drives him to achieve outstanding rewards and benefits, not the least of which is his company's survival.

Product Details

ISBN-13:	9780470260340
Publisher:	Wiley
Publication date:	09/29/2008
Series:	The Oliver Wight Companies , #20
Pages:	400
Product dimensions:	9.30(w) x 12.00(h) x 7.00(d)

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.

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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