A passion for excellence : the leadership difference

Includes index.

Reprint. Originally published: New York : Random House, c1985.

A blinding flash of the obvious -- MBWA: the technology of the obvious -- Integrity and the technology of the obvious -- Common courtesy: the ultimate barrier to competitor entry -- No such thing as a commodity -- "Mere preception":on the irreducible humanness of customers -- Qualtiy is not a technique -- The "smell" of the customer -- The mythology of innovation, or a skunkworks tale -- Three skunks -- The context of innovation -- The "smell" of innovation -- Bone-deep beliefs -- Ownership -- ApplauseApplause -- Attention, symbols, drama, vision--and love -- Transformations and enhancements: small wins, debureaucratizing and pockets of excellence -- Coaching -- Doing MBWA -- Excellence in school leadership -- What price excellence.