"This book helps us understand how we develop high performance organizations - in this case, organizations that consistently deliver high quality service. It builds on the theory and application of "systems thinking" to organization design and behavior by showing how products, structure, psychological climate, culture, and leadership work together to produce customer friendly experiences. Beginning with the architectural model, the book offers six cases to illustrate the application: hospital, auto manufacturer, airline, hotel, bank, university, and library."--Jacket.