This authoritative, crisply written book outlines Zenger-Miller/Achieve's Service/Quality System that is used in dozens of public and private sector companies.

Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly

Pathways to Performance is loaded with hundreds of practical how-to points ("Pathways and Pitfalls") in two parallel paths - strategies for team or organization

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequen