Highlights the experience of 3M in Europe, which decided it needed fresh impetus to maintain its competitive edge. Details 3M′s so‐called Q90s umbrella programme for business improvement activities that aims to encourage an uncompromising commitment to customer satisfaction among 3M employees. Takes the reader through the preparatory stages of a management initiative called “growing together”, to provoking a reaction from managers, fuelled by awareness of tight economic constraints in the market. Outlines the strategy of forming teams to assess company performance, removing jargon where possible, being flexible and motivating the entire workforce through having goals, such as satisfying the customer.
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