Building a Chain of Customers

1. The Great Awakening: Earthquakes In The Business Functions 1 -- 2. Universal Strategy: The Shattering Of Strategic Business Thought 17 -- 3. The Customer-in Organization 34 -- 4. Total Quality: Toward Delighting The Customer 65 -- 5. Work Force On The Attack 89 -- 6. The Learning Organization 122 -- 7. Attack On Nonobvious Wastes 142 -- 8. Minimal Accounting And Noncost Cost Control 164 -- 9. Pay, Recognition, Celebration 189 -- 10. World-class Product Development 212 -- 11. Marketing For Total Gain 237 -- 12. Success Formulas For Volume And Flexibility 263 -- 13. Elevated Performance Standards 294 -- Appendix Quick (jit) Response 318. Richard J. Schonberger. Includes Bibliographical References.