CONTENTS
Part I THE REASON, THE ROLE, THE REWARD = 1
Chapter One BETTER, FASTER, CHEAPER = 3
Chapter Two HOW TO BE AN EXPLOSIVES EXPERT = 21
Chapter Three TRUST ― THAT'S THE THING = 36
Chapter Four WHERE THE ANSWERS LIVE = 54
Chapter Five THE POWER OF LETTING GO = 72
Chapter Six WE THINK THEREFORE WE ARE = 89
Chapter Seven FROM MANY, ONE = 105
Chapter Eight CLASS - A FIRE INSURANCE = 122
Chapter Nine LET THE PROCESS FIT THE CUSTOMER = 137
Chapter Ten THE MAKING OF A TEAM ENVIRONMENT(A PRIMER) = 154
CODA TO PART ONE : LEARNING TO SOAR = 172
Part II PROFILES IN TEAM LEADERSHIP = 175
Interview One "WHAT DO YOU THINK WE SHOULD DO?" ― Sarah Nolan, President, Amex Life Assurance = 177
Interview Two "IT'S A VERY GOOD FEELING" ― Nadine Lake, Senior Customer Service Associate, Amex Life Assurance = 190
Interview Three "THAT'S BEING SAVVY" ― Alan Campbell, Production Supervisor, Kenworth Trucks = 196
Interview Four "YOU NEED TO BELIEVE" ― Joe Dulaney, Human Resources Manager, Levi Strauss & Co. = 202
Interview Five "A NEW PAIR OF SHOES" ― Russell Francis, Production Supervisor, Spectra Physics = 212
Interview Six "IT TAKES A LOT OF TALKING" ― Emily Liggett, Operations Manager, Raychem Corporation = 217
Interview Seven "THAT'S WHEN YOU BECOME A FACILITATOR" ― Ramiro Mendoza, Group Leader, Subaru - Isuzu Automotive, Inc. = 226
Interview Eight "A LOT LESS TURFISM" ― Sharon Chinn, Employee Relations Specialist, Meridian Insurance = 231
Interview Nine "AM I GOING TOO FAST?" ― Gus Boetzkes, Manager, Clinical Engineering, University of Alberta Hospitals = 236
Interview Ten "THE PROTECTOR, THE GUIDE, THE TEACHER OF VALUES" ― RoseAnn Stevenson, Manager, Organization and Management Development, Boeing Company = 241
Interview Eleven "LIKE QUITTING SMOKING" ― Stephen Merrill, Section Manager, Spectra Physics = 250
Interview Twelve "A PROCESS THAT THEY OWN" ― Sharon Faltemier, Operations Manager, Raychem Corporation = 255
Interview Thirteen "HOW CAN IT MAKE YOU FEEL BAD?" ― Thelma Inkson, Nurse Manager, University of Alberta Hospitals = 262
Interview Fourteen "A HIGHER LEVEL OF INDUSTRIAL INTIMACY" ― John Hofmeister, Vice President, Human Resources, Allied Signal Aerospace = 268
Interview Fifteen "REAL GOOD AT DELEGATING" ― Karen Olson - Vermillion, Group Leader, Subaru - Isuzu Automotive, Inc. = 276
Interview Sixteen "ONLY ONE TRAIN" ― Ronald Deane, Manufacturing Training Specialist, Spectra Physics = 279
Index = 283
Other Resources = 288
