Improving CSI at Action Water Sports (Ranked 25 in 2005) is a team effort. Each employee read and took part in a discussion regarding the book “Hug Your Customer.” From the reading, the team compiled a list of 60 ideas for improvement and has begun implementing them.
Similarly, managers at Lynnhaven Marine (Ranked 24 in 2006) read the book “212 Degree” by Sam Parker and Mac Anderson and passed it around their respective staffs.
“At 211 degrees, water is hot,” states the book, which is a quick read at 101 pages. “At 212 degrees, it boils.” The book is dedicated to showing how achieving that one extra degree in your performance will bring exponential results.
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