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9780070700185
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Drawing on first-hand experience with companies on the brink, the director of the W. Edwards Deming Center for Quality Management shows that unless companies dismantle their mistrust-breeding hierarchies--and revamp the way they recognize, measure, and reward performance--they'll remain so inwardly focused on procedures and protocols that they can never focus outwardly on customer needs.Whitney, John O. is the author of 'The Economics of Trust: Liberating Profits & Restoring Corporate Vitality - John O. Whitney - Paperback' with ISBN 9780070700185 and ISBN 0070700184.
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