The Corporate Coach

Library Journal

The founder of Miller Business Systems, an office supply company, presents his principles of customer focus that have enhanced his company's success. Through analogies, Miller relates his leadership concepts to sports teams, which will surely appeal to executives with annual box seats! All the current good ideas on serving customers, such as hiring customer-oriented employees, focusing internal processes on serving customers, constant systems redesign based on customer feedback, and long-term relationships with customers can be found in this program, read by the author. Although Miller's ideas are soundly rooted in the extensive literature in this genre, he offers little new information. Also, with the significant problems inherent in today's professional sports business, his attempt to relate complex team-based organizational success to successful athletic teams is outdated. Invest instead in the more substantial work from Ron Zemke (Working with Jerks, S. & S. Audio, 1989).-Dale Farris, Groves, Tex.

Barbara Jacobs

Another business book filled with sports metaphors? Yes and no, because Miller (helped by coauthor Brown) does have a story to tell. And when the subject is teamwork, the language of the playing fields is appropriate--though admittedly overused. In anecdotal fashion, he relates and demonstrates how working in teams solves all potential employer issues: customer service, creativity, quality, sales, problem solving, and employee loyalty. What's more, the advice proferred is specific and complete with samples--e.g., don't separate work from home; reward frequently; watch body language and rely on gut instincts when hiring; and involve employees in strategy as well as service. After this easy, non-high-falutin' read, those who didn't understand the power of working (and playing) together will grasp it; those managers who already practice teamwork just might find they've honed their skills.