Preface | |
Introduction | |
Authority | p. 1 |
The Oasis | p. 5 |
Taking Stock of Your Personal Situation | p. 27 |
Getting Started | p. 35 |
The Customer Concept | p. 39 |
Customer Needs | p. 45 |
Decision Making | p. 59 |
Meetings | p. 69 |
Planning | p. 81 |
Problem Solving | p. 95 |
Interviewing | p. 105 |
Performance Appraisal | p. 119 |
Documentation of Processes and Practices | p. 139 |
Epilogue | p. 143 |
Index | p. 145 |
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