ABSTRACT
The first step in thinking like a manager is to recognize that the fundamental, most important objective of every company, and every department, and every employee, is customer satisfaction. A company becomes a leader in their business by satisfying the customers’ expectations. Establishing competitive edge is the second fundamental objective of the successful manager. It is essential to the long-term growth and viability of the business, department, and career. Achieving this means growth, promotions, job security, and high morale among employees. One of the great fallacies believed by poor managers is that it costs money to satisfy customer expectations. It costs money when we fail to focus on establishing a competitive edge in supplying our products and services to the customer. A fundamental step in establishing a competitive edge is continuous improvement every day, in every way, and concentrate on continuous improvement in product quality, costs, operating capacity, equipment reliability, communication in all directions, management organization, and productivity.
