TY  - BOOK
AU  - Yeh,Raymond Tzuu-Yau
AU  - Pearlson,Keri
AU  - Kozmetsky George
TI  - Zero Time: providing instant customer value--every time, all the time 
SN  - 0471382450
AV  - HF5415.5 
PY  - 2000///
CY  - New York
PB  - Wiley
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Strategic planning
N1  - Includes bibliographical references (p. 257-264) and index; Ch. 1. Crossing the Chasm -- Ch. 2. The Quest -- Ch. 3. Closing Value Gaps: Instant Value Alignment -- Ch. 4. FedEx: An Instant Value Alignment Company -- Ch. 5. Closing Learning Gaps: Instant Learning -- Ch. 6. Dell Computer Corporation: An Instant Learning Company -- Ch. 7. Closing Management Gaps: Instant Adaptation -- Ch. 8. General Electric: An Instant Adaptation Company -- Ch. 9. Closing Process Gaps: Instant Execution -- Ch. 10. Progressive Insurance: An Instant Execution Company -- Ch. 11. Closing Inclusion Gaps: Instant Involvement -- Ch. 12. Cisco Systems' Extended Enterprise: An Instant Involvement Company -- Ch. 13. It's about Time
ER  -