Abstract
AbstractDisillusioned with the lack of speed and results of some total quality management programs, many U.S. firms are looking for a better alternative to quality improvement. In 1996, First Chicago NBD implemented Workout, a new approach to continuous improvement and employee involvement. The results were fast and astonishing: In one year, branch staff achieved a 33‐percent increase in customer satisfaction and exceeded sales goals by more than 79 percent over the previous year. This is their story.
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