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Lead with Your Customer: Transform Culture and Brand into World-Class Excellence by J. Jeff Kober, Mark David Jones

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Chapter 14

Making an Impact through Processes

Consider these situations, each in the realm of process—P4, in the context of the World Class Excellence Model (see figure 4-1):
  • A chainsaw needs a replacement part. In visiting a local home improvement store, you find out that there are none in stock, and you can't find the correct bar code for ordering the new part.
  • At a banquet, there is one line to serve more than 150 guests. With a little forethought, that same banquet table could be reorganized to accommodate two lines—and more guests at a time.
  • Standing in line at the movie theater, you find out you need to present your child's ID to ...

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