The Experts Praise

Reliability Rules

Reliability Rules is great! It really is a winner. It is the secret weapon for companies for the next decade. The authors' formula for gaining trust and reliability is the first of its kind. Promises Management will become the new paradigm for the 21st century since trust and reliability are the cornerstones for success.

They have uncovered the hidden asset within companies by linking the culture on the inside with the brands and customers on the outside.

Following upon three recent revolutions in management theory - Quality, Lean Management, and Customer Driven Value - Reliability may well become the next revolution in management thinking and practice.

Promises management lies at the heart of delivering a superior and consistent customer experience.

Among consumers there is a growing lack of trust in firms, to a decisive extent caused by a widespread habit among firms to overpromise, which has made unreliability a major concern for consumers.

Concentrating on promises management as a strategic issue with tactical implications is an effective way of regaining trust.

There is wide acceptance that promises are at the heart of commerce, yet there is nothing substantive written on the topic to show how it is done. Reliability Rules shows managers how to adopt Promises Management business-wide in order to boost dependability at multiple levels - brand, partners, customers and employees.