The 3Ts

摘要

A generation back a business management book took the world by storm and in the process redefined the concept of quality. In Search of Excellence was coauthored by Bob Waterman and Tom Peters, with the latter going on to redefine the concept of teaching seasoned business executives how to reboot themselves and retool their companies to excel. Back in the day, quality was defined simplisti-cally as making a product that worked well. The concepts of "user friendliness" or "value proposition" or "user experience" were not on the radar of most businesses - that is, until Excellence drove home how leading companies deliver not just a quality product, but also a quality pre-purchase, buying and post-sale experience that makes for happy customers - for life.