Top positive review
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A good inspirational work/starting point.
on October 5, 2005
I'm sure that this book will get some very enthusiastic reviews (which I've already seen), as well as some reviews saying, essentially, "Where's the beef?" And, in the end, both are going to be right.
This book is 100 pages, double-spaced, and about the size of my outstretched hand. Obviously, it can't be a definitive textbook on how to make dramatic changes in the workplace. What it does (quite successfully in my opinion) is to open one's eyes, and inspire the reader to see where change is needed. Basically, it advocates the opinion that many US companies have focused on their own "bottom line", or on "making a splash", without actually going to the consumer, finding what their very BASIC needs are, and focusing on meeting the need. (A prime example from the book - a dealership, for the first time, gathered disgruntled former customers in a focus group. They asked the customers about all of the "perks" they offered - pickup/dropoff service, fancy keychains, donuts/coffee... and the customers all liked the changes. In exasperation, the owners asked why they didn't return -- and finally heard that they had brought their car to the dealership several times, and the car wasn't fixed.)
Of course, this book can't answer every question. For example, the primary "story" focuses on an ice cream company who needs to get their product into a "Natural Foods" chain - If the "target" was getting into Wal-Mart, would the definition of "quality" change? What do you do with employees who don't "catch the spirit" in light of employment law/unemployment insurance? However, it is a great inspirational piece - and I look forward to reading other books in order to answer those remaining questions.