Can you Duplicate the Success of Xerox?
Xerox Chairman & CEO Anne M. Mulcahy
Patrick Lamb, in his Blog: "In Search of Perfect Client Service" delivers lessons learned from an interview with the Xerox CEO on NPR radio.
The essence of his entertaining and thought-provoking post refers us to phenomena rarely seen in law firms: "Listening and Discipline". Take a look (or follow Patrick's link and have a listen).