...Graham Bailey Briefly reviews some results of a survey on training requirements, the most important of which appeared to be customer care. States that organizations need long‐term strategy, not two‐day courses in customer care. Describes the process and lists objectives of creating a customer‐care...

...Steve Smith An élite group of organizations is outstanding in its performance and distinctive in its methods. These world‐class companies have common characteristics from which other companies can learn in order to enhance their competitiveness. A key factor in the success of these world‐class...