Free, Perfect, & Now: Reinventing the Customer Connection: A CEO's True Story

This book is a must read for anyone in the business world, whether they work with the Internet now or will in the future. If you want to find out about how a company completely transformed their business and became the model for an industry, it's all here. I recommend this book to all my colleagues and they all have the same response, "Wow."

Free, Perfect and Now is an outstanding book and provides a real tool for the development of internet strategy

Robert Rodin presents in this book both a corporate survival guide and a tight specification for engineering the re-invention of conventional business. Based upon his own experiences, Rodin rolls out a blueprint of controversial methods and bold innovative means to transform a company that "works", into one which thrives in the globalized electronic marketspace of today. Nothing is safe. Everything from Mission Statements to corporate structure itself is examined, questioned, torn down to basics and rebuilt without the un-necessary un-functioning parts. Centered around the customer, and inspired by the Total Quality Management doctrine of Dr. W. Edwards Deming, Rodin identifies and attacks the conventional "system" as the greatest challenge and foe to product quality, customer satisfaction, and ultimately corporate success. Part case study, part instruction guideline, this book provides the tools necessary to examine the culture and corporate organization of any company. More importantly perhaps, the book motivates the reader to go out and "operate" like any good surgeon would after a thorough patient examination.

This book provided me with a perspective I had not thought about. As a senior manager I now see myself as an architect with a design opportunity. The ideas in this book empowered and inspired me to change my company.