01730cam a2200253 a 45000010008000000030008000080050017000160080041000330100017000740200015000910400027001060500023001330820017001561000024001732450182001972600051003793000027004305040064004575050861005216500030013826500023014126500023014357000018014582489076BD-DhUL20161218171030.0911205s1992    ilu           001 0 eng    a   91044281   a1556237049  aDLCcDLCdDLCdBD-DhUL00aHD62.15b.C54 199200a658220bCLF1 aClemmer, Jimd1956-10aFiring on all cylinders :bthe service/quality system for high-powered corporate performance /cJim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates.  aHomewood, Ill. :bBusiness One Irwin, cc1992.  axvii, 392 p. :c24 cm.  aIncludes bibliographical references (p. 347-377) and index.0 aThe service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning. 0aTotal quality management. 0aCustomer services. 0aExecutive ability.1 aSheehy, Barry