Where Did the Ideas Come From?
These ideas came from more than 25 years of hands-on observation and performance improvement efforts in industries from consumer products, technology, transportation, health care, telecommunications, manufacturing, utilities, retail, insurance, and financial services to electronics, energy, food processing, construction, communications, chemicals, government, not-for-profit, and professional services.
They come from years of working with chief executive officers and their leadership teams, marketing directors, product line managers and sales forces, assembly line workers, research and development departments, insurance agents and claims processors, physicians, television anchors, radio deejays, hotel housekeepers, ...
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