Table of Contents

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

About the Author

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.

Reviews

"Top of the class! This cuts through the management-speak and presents the reader with Class A nuggets." (Works Management, December 2008)