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
DENNIS GROVES is Chairman of Oliver Wight Americas and President of Oliver Wight International. KEVIN HERBERT is a partner in Oliver Wight Europe, Africa, and Middle East, and is coauthor of the Wiley book Gaining Control. JIM CORRELL is a former co-chairman of Oliver Wight International and chairman of Oliver Wight Americas. Jim is a Principal in Oliver Wight Americas, and is coauthor of the Wiley book Gaining Control.
"Top of the class! This cuts through the management-speak and presents the reader with Class A nuggets." (Works Management, December 2008)
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