Firing On All Cylinders

Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are:

1. Customer Service - developing high perceived value and responsiveness
2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control
3. Organization Development - building leadership skills and sustaining cultural change