ABSTRACT
Everyone in a company must be involved effectively in customer satisfaction and continuous improvement activities. In today's world, depending on only a few geniuses and highly effective people in a company is not sufficient. A company must also avoid letting certain people be roadblocks to what the company needs to accomplish. Today, everyone in the company must be mobilized to improve how they do their jobs and satisfy customers. To mobilize everyone to achieve these goals, companies must change how they think about and organize work.
