Leadership and the Customer Revolution : The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality
Gary Heil, Tom Parker & Rick Tate





Format: Hardcover, 290pp.
ISBN: 9780471286318
Publisher: John Wiley & Sons
Pub. Date: October 1994

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Description and Reviews
From The Publisher:

Gary Heil—an internationally recognized change-management consultant whose clients include Walt Disney World, Federal Express, and The Hard Rock Cafe—teams up with Rick Tate and Tom Parker to show how managers can harness change and rebuild their organizations to achieve legendary customer satisfaction.


Table of Contents

LEADER AS REVOLUTIONARY Leader as Revolutionary LEADER AS SYSTEM ARCHITECT Leader as System Architect The System Challenges LEADER AS CUSTOMER ADVOCATE Leader as Customer Advocate The Customer Advocate Challenges LEADER OF PEOPLE Leader of People The Challenges of Creating an Intrinsically Motivating Environment EPILOGUE: LEADER AS HERO Leader as Hero Acknowledgments Sources Index

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