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Publisher's Summary

Three things make the difference in becoming a leader and being led - product quality, customer service, and productivity. While managers have made great strides in the first two factors, improving productivity remains a major challenge for many organizations. John H. Zenger, a leading authority on organizational change and high performance systems, discusses practical methods to help an organization shed its past, raise its standard for higher performance, and give employees specific tools required to excel in the workplace.

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