Once an unlikely rival for HP and Apple, Chinese computer maker Lenovo has grown and adapted as quickly as its homeland. Now, with a savvy blend of East and West, it's poised to be China's first global brand.
How were the top companies of the 1980s so successful? For HP and Walmart, they focused on their employees. We continue our Leadership Hall of Fame series, a year-long look at the top business books and authors, with an excerpt from "In Search of Excellence" (1982) by Tom Peters and Robert H. Waterman, Jr.
It has been a while since I published a letter from one of my readers.
I get several comments via email concerning typical customer service
problems we experience daily, but this letter goes into much detail
describing a particular frustration that may be familiar to many
consumers. The problem is, the customer placed an order online and paid
extra for overnight shipping. The items ordered arrived three days
later. The company is Wal-Mart - the largest retailer in the U.S.
However, as you will soon find out, large does not necessarily mean
good, when it comes to customer service anyway.
If current growth rates hold up, the company that Sam Walton built will become the world's first trillion-dollar business within a decade. Far-fetched? Perhaps. But if you understand how Wal-Mart keeps growing, you'll know what it takes to keep your company moving in the right direction.