01842cam a2200289 a 4500 2489076 BD-DhUL 20161218171030.0 911205s1992 ilu 001 0 eng 91044281 1556237049 DLC DLC DLC BD-DhUL HD62.15 .C54 1992 658 20 CLF Clemmer, Jim 1956- Firing on all cylinders : the service/quality system for high-powered corporate performance / Jim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates. Homewood, Ill. : Business One Irwin, c1992. xvii, 392 p. : 24 cm. Includes bibliographical references (p. 347-377) and index. The 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. Total quality management. Customer services. Executive ability. Sheehy, Barry 7 cbc orignew 1 ocip 19 y-gencatlg ddc BK 137272 137272 0 0 ddc 0 658_000000000000000_CLF 0 NFIC 258477 DUL DUL GEN 2016-12-18 Purchased 658 CLF 403305 2016-12-18 1 2016-12-18 BK