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Plot Summary:The Excellence Files gives you insights into what smart companies are doing to meet the changes and challenges of the future. Here's a sampling of what you will learn from some of the eight case studies: · At Southwest Airlines you will see how a unique company culture has turned this airline into a leader in a very competitive business. · In the segment called Streamlining for Global Competition, you will see product development meetings at Rubbermaid and an Israeli company ZAG. See innovation and competition in action. · At the Defense Personnel Support Center, see how a government agency changed itself and improved service and quality. · At USAA, you will see how this customer service leader is Future-Proofing the Business · At Coca Cola you will hear how the failure of the New Coke product launch taught the company huge lessons in brand power. · And at Whole Foods Market, you will see truly empowered teams work to solve problems and deliver extraordinary service.
