Chapter Sixteen. Conclusions
“Reasoning draws a conclusion, but does not make the conclusion certain, unless the mind discovers it by the path of experience.”
—ROGER BACON
FOR THE PURPOSES OF THIS BOOK, my quest for the best in service is over. However, my personal quest is definitely not over. I hope it stays perpetual.
I have paid closer attention to service of all types since I began to write this book. I have observed service in government, retail, manufacturing, nonprofits—you name it. I have studied providers and users of the services that these groups provide. I have developed an unquenched thirst for what makes the difference in service today. I realize, and accept, that my views and opinions are not popular with proponents of Six Sigma, ...
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