ACKNOWLEDGMENTS
THIS BOOK WOULD NOT have come about without the help of a great many people.
First and foremost, we would like to thank the many front-line employees, managers, and senior leaders in the organizations we studied who gave so generously of their time and shared their information and stories so openly with us. A number of them deserve special mention: at Allianz China and Ayudhya Allianz, Wilf Blackburn (former CEO of both); at Alpha Natural Resources, Kevin Crutchfield (CEO), Rick McAlister (manager of Engineering Methods and Standards), and Randy McMillion (executive vice president of Business Excellence); at Brasilata, Antonio Texeira (CEO); at Big Y Foods, Donald D’Amour (CEO), Jack Henry (vice president of Employee Services), ...
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