Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Chapter 8

Harnessing the Power of Processes

Consider these situations involving processes (P4, in the context of the World Class Excellence Model; see figure 4-1):

• Your company laptop needs a new battery. You contact your IT department and are told that there are none in stock, but you can't find the correct bar code to order the new battery.
• You head to the employee cafeteria where one queue exists to serve more than 150 employees coming through during the same hour.
• When you visit the corporate office in Dayton, you need to present your corporate identification to get in. When you visit the Omaha office, you walk in without anyone asking ...