Achieving Class A Business Excellence

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 Index 375