Foreword (Albert George, President, Sodexho Alliance)

Introduction

PART ONE -
THE CHALLENGE

Three propositions

The battlefield

Simple concept, deep managerial consequences

Process perspective

Customer perspective

PART TWO -
CREATING THE TECHNICAL CONDITIONS

A way to handle strategic issues

Keeping track with business reality

Your role in the customer's mind

Relationship with a customer - a structural tempo

The 3 C's

PART THREE -
RECOGNIZE, UNCOVER, HIERARCHIZE

Cross-fertilization

Think small, win big

Developing new competitive horizons - business development

The essence of growth

PART FOUR -
CREATING THE MANAGERIAL CONDITIONS TO SUPPORT ORGANIC GROWTH MOMENTUM

Are you ready to embark on the new challenge?

The triple benefit of the field challenge

The prerequisite of the approach - what is the dominant characteristic of one's own Executive Committee?

Three suggestions to embark on this new set of tasks

Ready to operate -
Executive Committee Member in the arena

The CROP - lessons of field involvement

Killing your ambassador

Afterword
The company responds (Peter Davies, Chief Operating Officer, International Americas, DHL Worldwide Express)