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	Title
	Customer Service Exercises (CS Seminar Exercises)
	Goal of Customer Service (Brochure Quote: CS)
	House calls for kids shoes (Case Study: Nordstrom kid's shoes)
	Informed Decisions (HPMD Brochure)
	Leadership and the Organizational Puzzle (Brochure quote)
	More Impersonal than an ATM (Case Study: The Local A&P)
	Perfection and Procrastination (Perfection and Procrastination)
	The Case of the Cajun Popcorn (Case Study: on service flexibility)
	The Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners)
	The Key to Product Management Success (Brochure quote)
	The One Stop OK (Empowerment)
	The Team and The Fans (Case Study: The Stadium Analogy)
	Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep)
	What's Strategy? (Brochure quote)
	Your Car Will be Ready at Noon (Case Study: The Car Repair Story)
Happ, Steve
	The Missing Hilton Hotel Coupon (Case Study: No Problem!)
Harrar, George
	Welcome to IS boot camp (Rapid Prototyping Article)
Hawken, Paul
	Growing a Business (Bureaucracy, Rules and Regulations)
	Growing a Business (Responsiveness in...)
	Growing a Business (You are the Company)
IW/Virtual Organization Inc.
	Case Study: "How top management can help teams succeed" (Article: IW on Teams)
Jon Huggett and Caitrin Moran
	RAPID Decision-Making: What it is, why we like it, and how to get the most out of it (RAPID Decision-Making)
Keillor, Garrison
	The Good Enough Principle (Garrison Keillor Quote)
Kelley, Mike

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