TABLE OF CONTENTS

Introduction
Chapter 1: What Does World Class Leadership Mean?
Chapter 2: The Ten World Class Values of Customer Satisfaction
Chapter 3: The Customer-Supplier Relationship
Chapter 4: The Organizational Audit Of Customer Satisfaction
Chapter 5: Values Priority Weighting
Chapter 6: Your Strategic Plan To Move Up The Curve
Chapter 7: World Class Leadership Self Assessment
Chapter 8: My Personal World Class Leadership Improvement Plan
Chapter 9: Leading A World Class Leadership Culture
Chapter 10: The World Class Leadership Advantage
Introduction
Maybe for the first time here, Excellence can be understood as a measureable
methodology with a destination that can be understood as: Becoming World Class.
This is a business improvement book for everyone. Whether you are a small busine
ss, large
company, head of a division, run a department or are an individual employee who
simply wants
better results, this book is for you.
We re all feeling the effects of the recession and generalized economic malaise
that has gripped
our country and the world. The need now is to operate more effectively in a more
competitive
environment with fewer customers. The business improvement methodologies you nee
d to be
more successful are contained here in this book.
I will share with you a safe and reliable approach to improve what you do across
the board so
that you will get and keep more customers and show you the scientific approach t
o get those
satisfied customers to return to you again as well as recommend you to others.
Make no mistake. This is not some recycled set of business school platitudes, bu
t is a well
grounded and pragmatic process which uses the scientific method. You will be abl
e to apply
what you are about to learn, establish improvement metrics for yourself, and mea
sure your
results every step of the way. This book is all about you and applying improveme
nts and changes
to your specific situation in your own organization - starting today.
At its heart, this book presents the ten statistical predictors of customer satis
faction in any
customer-supplier relationship. These revealing research findings are based on m
ore than two
million satisfaction data points from many industries just like yours. If you ap
ply these core
values in your own business operations, you will have the formula for creating exc
ellence,
strengthening your brand, and becoming much more competitive. You will find that
this fresh
eye-opening outlook can affect every aspect of your business for the better, no
matter how large
or small.
Also included is a complete audit process where you will measure how you score i
n these ten
values and I will show you how your current score correlates so that you can cal
culate your
current customer return and recommend rate-- perhaps your most important busines
s metric. In

this book, Excellence is defined by your customers and scoring high enough on this
forty
question audit will show you where you need to improve to reach World Class Statu
s in the
eyes of your customers.
Once you have established a baseline of satisfaction metrics from your own inter
nal audit, I will
lead you through improvement processes and tools that will help you compensate f
or your
shortcomings and reinforce your strengths. You will find the improvement process
to be a very
strategic approach that can guide sales and marketing, capital expenditures, tec
hnology
improvements employee development and much more. If you are looking at tough bus
iness
decisions read this book first and you will have a completely new logic stream t
hat will either
support or refute the choices or directions in front of you today.
This book represents more than a one time initiative. It is an ongoing methodolo
gy that will
integrate well with everything you are doing and should live at the core of your
most strategic
planning processes. If you are an aspiring executive or employee who wants to de
velop himself
as a leader, there is a very fundamental World Class Leadership Self-Assessment
tool included
as well. This approach focuses on what you are doing in your own sphere of influ
ence to
champion World Class standards that produce results. This is not still another s
et of leadership
style labels about HOW you interact with others - it is about instead, WHAT you
are actually
doing that will make a positive difference in your work, your department or your
company.
It seems amazing that we have gotten so far away from the fundamentals of what i
t takes for a
business to compete with excellence. The reason I am giving this book away is th
at I believe we
need to re-embrace these foundational principles of satisfaction and step forwar
d to reacquaint
ourselves with World Class levels of excellence. The research shows that this is
the safe and
reliable path and where success and prosperity consistently come from.
These satisfaction values are the seeds of a long term healthy legacy for any bu
siness or
organization. My hope is that you will plant them well so they may take root and
blossom.
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