Innovation, claims quality consultant Subir Chowdhury, is part of America's DNA. No other country in the world matches America's creative drive and its ability to turn innovative ideas into revolutionary products-from antilock brakes and steel-belted radial tires to sophisticated software and microprocessors. But as fast as we introduce new products, we lose the markets we establish to countries that know how to manufacture higher quality versions for less money. As Japanese and European firms win market share by concentrating on quality, America is continually forced to rely on innovation to stay ahead.
In The Ice Cream Maker, Chowdhury uses a simple story to illustrate how businesses can instill quality into our culture and into every product we design, build, and market. The protagonist of the story is Peter Delvecchio, the manager of a regional ice cream company, who is determined to sell its ice cream to a flourishing national grocery chain, Natural Foods. In conversations with the Natural Foods manager, Peter learns how the extraordinarily successful retailer achieves its renowned high standard of excellence, both in the services it provides its customers and in the foods it manufactures and sells. Quality, he discovers, must be the mission of every employee; by learning to listen, enrich, and optimize, he can encourage and sustain the highest levels of quality in everything the company does.
Like Fish! and Who Moved My Cheese? The Ice Cream Maker offers an essential and universal lesson about one of industry's foremost challenges in a thoroughly engaging style. For managers and executives, small business owners and entrepreneurs, The Ice Cream Maker is a compelling, eye-opening guide to the most effective ways to achieve excellence and become industry leaders on the global stage.
This brief but timely volume provides much-needed advice and insight into improving quality in American business practices. Chowdhury (CEO, ASI Consulting Group; The Power of Six Sigma) offers a parable in which the manager of an ice cream manufacturing company learns from a successful grocery retailer how success is achieved. Through a fascinating dialog between the two men, readers will learn about the "Listen, Enrich, and Optimize (LEO)" concept. Chowdhury, an internationally known management and quality consultant, drives home the important point of building and providing quality in every aspect of the organizational culture to establish and retain a position in the global market. He also reaffirms the idea that "the bottom line in quality is defined by the customer." For a company to be successful, its products must meet customers' expectations, performing as promised, even exciting or delighting the customer. Small-business owners/managers and business students and faculty will all learn from this practical parable with the moral that in the long run "quality is cheaper `than good enough.' "-Susan C. Awe, Univ. of New Mexico, Albuquerque Education Copyright 2005 Reed Business Information.