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The Saturn Difference: Creating Customers Loyalty in Your Company
The Saturn Difference: Creating Customers Loyalty in Your Company
In an industry where the average customer loyalty rate hovers around 44 percent. Saturn excels at close to 60 percent - a tremendous accomplishment for a company to achieve in only eight years. What really is the Saturn difference? Why do their customers find the experience of doing business with them to be truly special? And - most important of all - how can your business follow in Saturn's footsteps? Marketing expert Vicki Lenz answers these questions as she explores how Saturn built its exceptional customer service reputation, using Saturn's successful methods to demonstrate how any company can create positive relationships with customers and turn one-time buyers into repeat-purchasing, loyal clients. You'll hear from dozens of enthusiastic Saturn customers explaining why they love dealing with Saturn and why they will return to buy again. Lenz explains in detail what the Saturn Corporation has done to foster such devotion, and how you can adapt their methods to your business.


Learning from Saturn
Learning from Saturn
The last two decades of the twentieth century were a tumultuous time of innovation for business and labor. Perhaps the boldest and most far-reaching experiment in industry was the creation of the Saturn Corporation. Working together as partners, the UAW and General Motors built a new small car in Spring Hill, Tennessee, with American suppliers and American workers. Saturn's locally designed manufacturing system featured self-directed teams and the integration of union representatives into management's strategic and operational decision-making processes. Saul A. Rubinstein and Thomas A. Kochan have followed the Saturn story since its beginning in 1983. Through surveys as well as hundreds of interviews with company managers, union representatives, and employees, and with leaders of GM and the UAW, they trace the history of, and the lessons to be learned from, this "Different Kind of Company."


Forming the Future: Lessons from the Saturn Corporation
Forming the Future: Lessons from the Saturn Corporation
Revolutionary events require revolutionary ideas. This is the first complete account of the dramatic creation of the Saturn Corporation, General Motors' highly publicized attempt to design a product that could compete in an automobile market dominated by the Japanese. In GM's quest, the union played a tremendously important role in the design, development, and implementation of the Saturn Corporation. A leading representative of the United Auto Workers union and one of the company's 99 founders, Jack O'Toole explains the unique Memorandum of Agreement between the union and Saturn - a model for labor-management relations and codetermination in the 21st century.


In the Rings of Saturn
In the Rings of Saturn
This is the story of the General Motors Saturn Project, from its implementation in 1985 almost to the present 1993 recalls. The development of the project is looked at through the eyes of several levels of management, residents of Spring Hill, Tennessee, and workers on the Saturn assembly line. Joe Sherman explores virtually every aspect of the Saturn project, America's biggest and most publicized industrial success of the last decade. Here is the whole story: Saturn's mysterious beginnings inside General Motors in 1982, the site hunt that involved 38 states and ended in Tennessee, and more.


Power Steering: Global Automakers and the Transformation of Rural Communities
Power Steering: Global Automakers and the Transformation of Rural Communities
In Marysville, Ohio; Georgetown, Kentucky; and Smyrna and Spring Hill, Tennessee, life will never again be the same. Once small rural communities, they're now boom towns — thanks to Honda, Toyota, Nissan, and Saturn. It's happening all over America: communities desperate for economic development lure large companies looking for a docile labor force, cheap real estate, and an alternative to the regulations of cities. But what happens to a small town when it successfully attracts corporate America or corporate Japan? As Michele Hoyman shows, from the announcement of plant siting until long after it opens, the town's rural lifestyle is dramatically transformed through radical changes in its politics, public administration, schools, traffic patterns, real estate values, water and sewage systems, police and fire protection, and cultural views.


Corporate Quality Universities: Lessons in Building a World-Class Work Force: Lessons in Building a World-Class Work Force
Corporate Quality Universities: Lessons in Building a World-Class Work Force: Lessons in Building a World-Class Work Force
Based on scores of personal, behind-the-scenes interviews with today's training leaders, this guide can be used to develop training environments that help employees meet and exceed service expectations, adjust to changing roles and new technologies, and respond to current and future global pressures. Includes insightful profiles of ambitious, state-of-the-art training programs, such as how Saturn Corporation "Saturnizes" employees to ensure high levels of customer satisfaction. As the 21st century approaches, a highly skilled work force will be fundamental for survival in corporate America. Many American corporations are already responding with state-of-the-art training practices that prepare employees for global pressures, changing technologies, and increased diversification in the workplace. Corporate Quality Universities profiles 30 such corporations, illustrating how they treat employees as their most precious form of capital.


The Customer Century: Lessons from World Class Companies in Integrated Marketing and Communications
The Customer Century: Lessons from World Class Companies in Integrated Marketing and Communications
The Customer Century is the quintessential roadmap for success in the new century. Based on seven years of research and in-depth interviews with senior managers of world leading companies in seven countries, it traces the last gasp of the “Production Century” and the rise of a new age where customers reign supreme. Taking the reader on a world tour of companies like Hewlett-Packard, Motorola, FedEx, and ABB, Gronstedt tells the inside story of how some of the world’s leading companies have prepared for the Customer Century. Soundview Executive Summaries has already named The Customer Century one of the top 30 business books of the year 2000 among the 1,200 new business books released. Read the inspiring story of how the Saturn brand is built through strategically integrating external communications at every brand contact point.


      


Collision Course; Inside the Battle for General Motors
Collision Course: Inside the Battle for General Motors
Nearing financial ruin and frustrated by the inability of a tradition-bound CEO to see the warning signs, in 1992 the General Motors board of directors took drastic action. In a daring coup that shook the auto industry, the board seized control of the world's largest carmaker from chief executive Robert Stempel and handed it to an unassuming New Englander named Jack Smith. The world was shocked: It was general knowledge that GM was sick, but no one had any idea just how close to broke the company was. Facing the daunting task of rebuilding the company virtually from the ground up, Smith and his team of strategic planners and executives launched a program they called Fundamental Change, hoping to stop the bleeding that had almost killed the automotive giant. Under Smith, GM has returned to fiscal health, but at tremendous cost. Jobs had to be slashed, plants closed, and slow-selling cars and trucks scrapped. Despite the promising ideas in Fundamental Change, thousands of employees now wonder what Smith plans to do next. Bypassing GM's formidable public relations department and talking instead with company insiders from the boardroom to the factory floor, noted business journalist Micheline Maynard uncovers the truth behind the latest crisis at GM.


The Car That Could; The inside Story of General Motors' Revolutionary Electric Vehicle
The Car That Could; The inside Story of General Motors' Revolutionary Electric Vehicle
More than six years ago, General Motors vowed publicly to mass-produce the world's first modern electric vehicle. As risky in its own right was GM's decision to let a writer record the program's progress from inside the gates of its Tech Center in Warren, Michigan, exactly as he saw it, however it might turn out. The result is a remarkably intimate portrait in the tradition of Tracy Kidder's The Soul of a New Machine, a story of the people who found new answers to the technological challenges that have confronted electric vehicles since the turn of the century. When Michael Shnayerson began visiting the program in mid-1992, those challenges remained unsolved - perhaps insoluble. Then, four months later, amid huge and growing losses, GM's chairman and his team were pushed aside in the most dramatic boardroom revolt in U.S. history. The EV program was reduced to a symbolic effort. Yet, as chairman Jack Smith began managing a near-miraculous comeback for the world's largest corporation, the program was secretly revived. The Car That Could is about engineers producing invention on schedule.


All Corvettes Are Red: Inside the Rebirth of an American Legend
All Corvettes Are Red: Inside the Rebirth of an American Legend
The inside story of the people who made the Corvette a legend for over forty years, "All Corvettes Are Red" is the result of more than eight years of research by the author into every part of the world's #1 automaker.


Guts: The Seven Laws of Business That Made Chrysler the World's Hottest Car Company
Guts: The Seven Laws of Business That Made Chrysler the World's Hottest Car Company
Lutz tells how Chrysler in the early '90s recovered from a second near-death experience to go on and post record profits, emerging as Forbes magazine's "Company of the Year." He credits this remarkable turnaround to Chrysler's having embraced (at his urging) a deliberately "schizophrenic" corporate culture: tough, buttoned-down financial controls coupled with a rock-the-boat, provocative, highly creative product development process. Guts explains how and why every organization must cultivate a "split personality" combining common sense with freewheeling creativity. It defines the leader's role in maintaining a healthy balance between the two. And it argues that a dynamic tension between them is the prime attribute that enables top-performing companies to introduce new products and achieve record profits.


      

Chilton's Total Car Care repair manuals offer do-it-yourselfers of all levels total maintenance, service, and repair information in an easy-to-use format. These manuals feature graphics, photos, charts, and exploded-view illustrations.


Saturn: Coupes/Sedans/Wagons 1991-98 Repair Manual
Saturn Coupes, Sedans, Wagons 1991-98 Repair Manual

Haynes Repair Manual: Saturn 1991 Thru 1999
Haynes Repair Manual Saturn 1991-1999

Saturn All Models 91-96
Saturn All Models 1991-1996


      


How to Make Your Car Handle
How to Make Your Car Handle
To make your car handle, design a suspension system, or just learn about the chassis, you'll find what you need here. Basic suspension theory is thouroughly covered: roll center, roll axis, camber change, bump steer, anti-dive, ride rate, ride balance and more. How to choose, install and modify suspensions and suspension hardware for best handlig: springs, sway bars, shock absorbers, bushings, tires and wheels. Regardless of the basic layout of your car is covered here. The most complete source of handling information available. "Suspension secrets" explained in plain, understandable language so you can be the expert.


Brake Systems: OEM and Racing Brake Technology
Brake Systems: OEM and Racing Brake Technology
Brakes are one of the most frequently repaired maintenance items on vehicles and a critical component to racing success. Whether you're an auto enthusiast, brake repair professional or avid racer, a thorough understanding of how brakes function and operate is important.


Secrets of Solo Racing: Expert Techniques for Autocross and Time Trials
Secrets of Solo Racing: Expert Techniques for Autocross and Time Trials
This is hand of solo racing. It introduces the sport to the beginner in terms that are understandable. It also should provide expert guidance to the advanced enthusiast. Writing such a book has been a daunting yet welcome challenge. The sports involved are enjoyable to the point of being seductive, and the joy experienced by people learning to drive better is always infectious. If you are reading this, you must be interested in competitive driving. Welcome to the club, and may you have a grand time.


Going Faster!: Mastering the Art of Race Driving
Going Faster! Mastering the Art of Race Driving
Whether you are a seasoned professional driver, a regional SCCA competitor, or just starting out, "Going Faster!" presents the competition-proven, step-by-step driving methods of the Skip Barber Racing School. Carl Lopez brings you the first holistic approach to driving faster. Starting with analysis of the track, Lopez coaches you through car control, psychology of winning, defending your position, setting up your chassis, and other intricate details of race driving that make the difference between first and second place.



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