The Power of LEO
IN THIS SUMMARY
Despite business management’s best efforts, quality improvement cannot be achieved through piecemeal changes or the efforts of a single, specialized department alone. According to quality expert Subir Chowdhury, true quality improvement requires that a quality mindset be embraced by every employee and embedded throughout the organizational culture. In The Power of LEO, Chowdhury outlines LEO, a powerful alternative to traditional quality management in which a company Listens carefully to customers, Enriches the products or services offered, and Optimizes a customer’s experience with them. Chowdhury demonstrates how to use LEO to embed a quality mission in the company culture, bringing measurable and lasting improvements to the company’s products, operations, and finances.