What do successful organizations do that makes them consistently successful? It's simple and yet, deep-they serve their customers by understanding their needs and expectations and then, deliver to those needs and expectations. With years of experience and research developed while working with Fortune 500 companies, authors Mark David Jones and J. Jeff Kober have created the World-Class ExcellenceT Model. Supported by the work the authors performed while at Disney, this model builds on the core principles of values, vision, and standards, and the 6-Ps-primary delivery methods of world-class excellence that allows you to transform your organization's culture and brand. This model serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and world-class reputation. Presented in an engaging and straight forward style, with many interesting case studies, this new leadership and customer service offering is dynamite read. - from Amzon