Chapter 1The Four Steps to Customer Value Management
Curt Reimann is the most unlikely national leader imaginable -- a mild-mannered chemist who has spent virtually his entire career in Gaithersburg, Maryland, at the National Bureau of Standards and its successor, the National Institute of Standards and Technology.
He hasn't had much business experience. But he clearly has not lacked vision. No one in the decades since World War II has done more to advance U.S. management thinking.
Reimann deserves primary credit for the success of the Malcolm Baldrige National Quality Award. In the mid-1980s, when...