TY  - BOOK
AU  - Clemmer,Jim
AU  - Sheehy,Barry
TI  - Firing On All Cylinders: Tried and Tested Techniques to Improve the Performance of Your Organisation. 
SN  - 0749910763
AV  - HD62.15 .C54 1991
U1  - 658 20
PY  - 1991///
CY  - London
PB  - Judy Piatkus (Publishers) Ltd.
KW  - Total quality management
KW  - Customer services
KW  - Executive ability
N1  - Includes bibliographical references (p.287-292) and index; The service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning
ER  -