Top positive review
4 people found this helpful
It is a shake-down to tradition!
on 30 October 1998
After going thru all the series of Michael's "state-of-the-art" books, I also applied some ideas and approaches while doing consulting work with my clients. However, it is not a happy ending for every case I consulted with in the real world. But to myself, I definitly believe in what Michael promoted all about - process thinking, process organizing - without any doubt. The "thing" we deliver to the customer, even we can say the reason why a comapny can exist is VALUE, not product, technology, or so-called "service". I know it's hard to define what VALUE means, but what I do believe is to delight the customers may represent they feel the value! By the way, Chapter 7 in the book - A Football Team is my favorite part, because I also use "Basketball team" to motivate my staff! And believe me, it does WORK!