Firing on all Cylinders PDF Print E-mail
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"A pragmatic, hands-on approach that anyone can use to improve the quality of management. A must-read for anyone who needs to compete...”
Steven D. Goldstein, President and CEO, American Express Bank

Powerfully brings together three organizational performance fields:

  1. Customer Service — developing highly 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

 

“A well-written, entertaining book should be of value to anyone interested in service quality. It contains many valuable citations and delightful quotations, making it one of the best books about service quality that I have read.”
Stuart H. Warnock, University of Southern Colorado, in Quality Progress magazine


 

 

 

leadership booksBundle Moose on the Table with Growing the Distance and The Leader's Digest for only $49.99.

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“... writes persuasively about the need for better balance in our lives...urges readers to consider their legacy...offering the chance to relax, reflect and regroup...interweaves anecdotes, quotes, fictional stories and his own musings in a leisurely style...”

The Globe & Mail

 
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    "We were very impressed with what you knew about leadership and your experience in using that leadership to help organizations improve."
    Larry Beckon, Michigan Department of Transportation
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    "I am one of many believers who've used Jim's workshops and books to introduce significant and successful change."
    Barry Goode, General Manager, Caribbean North District, IBM Canada Ltd.
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    "Motivating, thought provoking, inspiring, informative, practical."
    Shaunna Rainey, Manager, Employee Development, Air Canada