Foreword
During the early 1980s I had a job as a senior quality assurance officer within a large commercial bank. My main role was to help train senior managers and associates all over the organization on what it takes to become keenly client focused. I loved the job! It provided me with a great opportunity to work with all types of senior executives, all over the country. My background was in statistical process control, a concept and practice that I was able to perfect in a previous role as an operations manager. This experience afforded me the knowledge and genuineness to effectively “enroll” individuals on basic quality concepts, and servant-leadership. My job as a senior quality assurance officer was my first opportunity ...
