Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

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 ...