Good To Great? - First, Let's Get Past Mediocre -- an EXECUTIVE HORIZONS e-Doc

Leslie Kossoff says in this commentary that it may be wonderful news that some corporations provide great products and service, but greatness is not an attribute to be applied to businesses universally. Kossoff uses her recent experience of moving house to judge the kind of service she received. "It didn't matter how large or small the company. The service stunk. Out of all the providers I contacted there was only one experience that was truly excellent from start to finish. One." Relating her "moving" experience in this article, the reader is inclined to laugh at some of the awkward moments Kossoff found herself in. Then again, this was a real person, in a real move, receiving not-so-great service. There's really little to laugh about. And that's her point, exactly: when it comes to making companies great, they must first learn how not to be mediocre. Kossoff is a leading international executive advisor and management consultant. She is also the author of two books, Executive Thinking and Managing for Quality, and served as an associate of Dr. W. Edwards Deming. This e-Doc is published by BrownHerron Publishing, with permission.