Business Excellence Manual Table of Contents

Chapter 1: Business Excellence

• Introduction
• Out With the Old
• In With the New
• No Magic Formulas
• Business Excellence Characteristics
• Leadership and Business Excellence
• Vision
• Corporate Culture
• Value Systems
• Loyalty and Family
• Summary

Chapter 2 - Change

• Introduction
• Before We Begin
• Develop the Vision
• Develop the Plan
• Identify Critical Technical Changes
• Understand How People Might React
• Change Leaders
• Be Prepared for Roadblocks
• Develop an Effective Marketing Plan
• Develop and Test the Initial Plan
• Adjust the Plan
• Create an Atmosphere for Success
• Putting it all Together
• Summary

Chapter 3 - Revenue and Gross Margin Improvement

• Introduction
• Reengineering for Growth/Revenue
• The Customer
• Customer Service
• A Comprehensive Approach to Improvement
• The Virtual Corporation
• Cost Management
• Summary

Chapter 4 - Efficiency and Effectiveness

• Introduction
• Office Efficiency
• Personal Efficiency
• Time Management
• Best Practices
• Bureaucracy Bashing
• Summary

Chapter 5 - Excellent Employees

• Introduction
• People Matter
• Give Before You Receive
• Doing Something Useful
• Empowerment and Risk Taking
• Excellent Atmosphere/Culture
• Excellent Managers
• Communicating with People
• Meetings
• Encouraging Personal Change
• Employee Loyalty and Self-Motivation
• The Learning Organization
• Teams and Teamwork
• True Incentives
• Open Book Management
• Avoiding Stress and Burnout
• Technology: The Good, the Bad and the Ugly
• Summary

Chapter 6 - Organizational Excellence

• Introduction
• Think Small and Act Small
• Downsizing with a Real Objective
• Autonomy and Entrepreneurship
• Keeping Things Simple
• Summary

Chapter 7 - Process Improvement

• Introduction
• The Big Picture
• Setting Project Objectives
• Laying the Proper Foundation
• Are You Ready to Change?
• Process Improvement - Detailed Overview
• Taking the First Steps
• Enterprise Process Improvement
• Summary