Das hier ist ein wirklich sehr lesenswerter Beitrag: Ritz-Carlton's Focus on the Customer.
Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards. It is the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in the nation for employee training. Its unique culture starts with a motto: "We are ladies and gentlemen serving ladies and gentlemen."
Sehr interessant. Jeder der selbst in einem Agilen Projekt arbeitet, kann sich hier was abschauen (und natürlich auch sonst...).