"The Achieve process outlined in this book has been the major factor in turning our company around."
Charlie Stroupe, President
Wesley-Jessen (Schering-Plough Corporation)
"People-enhanced service will be essential to business success in the 1990's. Firing on All Cylinders is the ultimate play book on service and quality that will keep us ahead of the game in a competitive global marketplace."
The Staubach Company
"Firing on All Cylinders is one of those rare business books that you just can't put down. If this book were to become recommended reading for all health care executives, we could solve the cost, quality, and access issues that have reached crisis proportions."
James B. Couch, MD, JD, FACPE, Vice President
Quality Management, The Travelers Corporation and a member of the 1991 Board of Examiners of the Malcolm Baldrige National Quality Award (United States)
"The cylinders provided me with a clear, practical approach to the quality improvement journey. The concept of the three rings of perceived value is an excellent means of focusing on the customer."
Terrence J. Smith, Senior Vice President Worldwide Service Quality
American Express Travel Related Services Co., Inc.
"Clemmer's well-researched book provides a clear and concise approach to the implementation of service/quality systems and supports the needs and benefits of the new paradigm."
Paul A. Noakes, Vice President and Director
External Quality Programs, Motorola, Inc.
"Clemmer is right on when he says that most companies are not 'firing on all cylinders.' His work is very well researched and will be very helpful to practitioners of total quality management."
Ken Leach, Leach Quality Inc., and former Vice President
of Globe Metallurgical (1988 winner of the Malcolm Baldrige National Quality Award)
"Firing on All Cylinders is not just another one of the numerous books on management. It is a pragmatic, hands-on approach that anyone can use to improve the quality of management. A must-read for anyone who needs to compete in the 1990s."
Steven D. Goldstein, President and CEO
American Express Bank
"Implementation of Total Quality is deceptively simple. Firing on All Cylinders...provides countless executive insights and business experiences to assist our organizations with their implementation processes."
Dennis Beecroft, Managing Director
Institute for Improvement in Quality and Productivity, University of Waterloo
"This book is must reading for anyone who is serious about the new generation of high performance management. Jim's emphasis on fundamental cultural change, becoming customer-driven, and building quality into the fabric of the organization is right on target."
David McCamus, Chairman
Xerox Canada and Co-Chair Prosperity Steering Group
"Firing on All Cylinders' practical implementation process leading to client self-sufficiency is the best work I have read on converting Total Quality Management theory to action. It's highly applicable, no matter where you are on the continuous improvement journey."
Dennis Frezzo, President
KFC (Kentucky Fried Chicken) Canada
"An excellent resource for those committed to continuous quality improvement. Practising what he preaches, Jim Clemmer has improved on the first edition by providing new insights into the implementation framework required to create and sustain high-performance organizations."
Don Schurman, President
University of Alberta Hospitals
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Table of Contents
by Jack Zenger, former Chairman and CEO, Zenger-Miller