Strategies For Improving Customer Loyalty,
Business Processes, Quality, and Profits

I. Vision: The Business Imperative

A. Purpose And Goals
B. Brief History Of The Past Fifty Years

C. Major Contributors To The Vision Powered Leadership Movement

II. Quality: The Bridge To Excellence

A. Crossing The Bridge From The Old Traditional Views Of Managing To A New Approach Of Vision Powered Leadership
B. Defining Your Vision Of Quality
C. Dimensions Of Quality
D. Measures Of Quality

E. Leadership - The Critical Skill
F. Improving Organizational Productivity

D. What's In It For You

III. Becoming A Customer Focused Organization

A. Characteristics Of A Corporate Culture
B. Dimensions Of A Service Culture
C. The Service-Profit Chain
D. How Customers Evaluate Service
E. Maximizing Customer Satisfaction
F. Service Quality Indicators
G. Components Of Quality Customer Service
H. Assessing Your Customer Service
I. Achieving Total Quality Service
J. Barriers To Quality Transformation

IV. How To Get Started

A. Transition To A Customer Focused Company
B. Top Management's Role
C. Creating A Powerful Vision Statement
D. Long Term Strategic Goals
E. Short Term Action Plan
F. Organizational Structure
G. Basics Of Successful Teams
H. How The Process Works
I. Problem Solving And Process Improvement
J. Selecting Projects And Building Credibility
K. Awareness, Communication, And Recognition L. Check List For Getting Started V. Developing A Strategic Plan