Introduction.

1. Opportunity.

2. Fact-Finding—Greg Meets His Team.

3. Greg's Directives.

4. Breakdown.

5. Listening . . .

6. . . . and Learning

7. Observing.

8. Possibilities.

9. Beginning.

10. Hope.

11. Decision Time

12. Kick-Off . . .

13. Involvement.

14. Education, Education, Education. . .

15. Process Design.

16. Customer Service.

17. Customer Satisfaction.

18. Competitive Pressure.

19. Class A Leadership

20. Sustainability, and More . . .

Epilogue.

Readers's Reference.

Index.