Exceeding customers' expectations

Abstract

Someone once described the running of a business as being similar to running in a marathon that has no end. In the race there are three groups of runners: leaders, learners, and losers. No need to worry about the losers as mother nature will cull them out. The learners are highly motivated, trying to figure out what to do differently to catch the group up ahead. The leaders cannot afford to be complacent. If they're simply doing the same thing, the learners will pass them. The ideal racer is a learner who is never satisfied even when he becomes a leader. Gaining the ability to respond to the marketplace faster, more reliably, more economically, and with higher quality than your competitors is what is takes to become a world class performer. Applying Continuous Improvement and making a profit are what it takes to stay there.