Davis M. Woodruff, PE, CMC

•  10 Essentials

1. Credibility
2. Focus on People
3. Serve the Customer
4. Document the Work to Be Done
5. A Common Sense Quality System
6. Continual Improvement
7. Eliminate Waste
8. Grow the Team
9. Measure Results
10. Use Technology Effectively

•  9 Timeless Leadership Principles

1. Honesty
2. Trust
3. Sincerity
4. Fairness
5. Attention to Detail
6. Expectations Defined and Communicated
7. Competence
8. Keep Commitments
9. Follow-up

•  7 Golden Rules of Customer Service

1. Availability
2. Behavior
3. Knowledge
4. Quality
5. Value
6. Guarantee
7. Appreciation

•  4 Fundamentals of Management

1. Housekeeping
2. Safety and Health
3. Regulatory Compliance
4. Meeting the Needs of Employees