Yeh, Raymond Tzuu-Yau. <br/><br/>
Zero Time :  providing instant customer value--every time, all the time / 
Raymond Yeh, Keri Pearlson, George Kozmetsky. 
 - New York :  Wiley,  c2000. 
 - xiv, 270 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 257-264) and index. 
<br/><br/>Ch. 1. Crossing the Chasm -- Ch. 2. The Quest -- Ch. 3. Closing Value Gaps: Instant Value Alignment -- Ch. 4. FedEx: An Instant Value Alignment Company -- Ch. 5. Closing Learning Gaps: Instant Learning -- Ch. 6. Dell Computer Corporation: An Instant Learning Company -- Ch. 7. Closing Management Gaps: Instant Adaptation -- Ch. 8. General Electric: An Instant Adaptation Company -- Ch. 9. Closing Process Gaps: Instant Execution -- Ch. 10. Progressive Insurance: An Instant Execution Company -- Ch. 11. Closing Inclusion Gaps: Instant Involvement -- Ch. 12. Cisco Systems' Extended Enterprise: An Instant Involvement Company -- Ch. 13. It's about Time. 
<br/><br/><label>ISBN: </label>0471382450 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Consumer satisfaction<br/>Strategic planning
<br/><br/><label>LC Class. No.: </label>HF5415.5