Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service – developing high 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
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