Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations.
Mark Brandon Read, known to his friends and enemies alike as "Chopper", has spent more than 17 years in prison and has a reputation for violence earned in a blood-spattered career as a streetfighter, standover man, gunman and underworld executioner. He has been shot, stabbed, hit with a claw hammer and nearly kicked to death. In "Chopper 3", Read reveals more stories from the underworld, bringing his humour and sharp eye to bear on prison life, brutality, corruption and the warped code of the values of the criminal fraternity.