Rating: 
Summary: Robin Lawton is the missing link to Deming's Quality Story!
Review: While Deming concentrated his thinking mostly around re-engineering the processes we use to deliver our products, Lawton starts us out at the beginning of the product story: What are our customer's needs and what outcomes do we want to achieve. He teaches just the right questions to ask in order for us to gain the understanding, if we are even delivering the right product to meet the needs of our customers! His teachings resulted in our ability to develop just the right strategies to set us up for tremendous success in our business. His business insights are not confined to "for profit" companies. Recently, I used his principles to develop a Christian Education Plan for our Church...and guess what? Participation in adult classes doubled within 3 months! Nobody can afford NOT to read his books and attend his workshops.
Rating:
Summary: A "Must Read" and "Must Act Upon"
Review: With the vast array of performance improvement and customer focus books on the market, readers need to be somewhat selective about what they read. This book should definitely be on any manager's list. The tools described in the book apply to any type of organization, public or private, and at any level of the organization. At the Missouri Department of Revenue, we've used Robin Lawton's customer-centered culture approach as a touchstone for many successful Performance Excellence Teams.The only thing worse for a results-oriented leader than not reading this book would be to read it and not put it into action. Unlike so many performance improvement books, the clear guidance is more than matched by the clarity and simplicity of the steps to implementation.
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