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Achieving Class A Business Excellence: An Executive's Perspective

Achieving Class A Business Excellence: An Executive's Perspective

Dennis Groves, Kevin Herbert, Jim Correll

ISBN: 978-1-119-20544-9

Sep 2015

400 pages

$45.00

Description

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.

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