Includes bibliographical references and index. Denton, D. K. (1991). Horizontal management: beyond total customer satisfaction. New York: Lexington.

Part I: Challenges -- Equitable Structures -- Flattening the Pyramid -- Part II: Serving the Customer -- Horizontal Management: The Structure -- NOAC: Tracking Communication Flow -- Focus on the Customer: Bringing Outsiders Inside -- Part III: Beyond Customer Satisfaction -- Boundaries of Horizontal Management -- Culture and Scope of Horizontal Management -- Streamlining: Eliminate, Simplify, and Combine -- Teams -- Decision-Making Teams -- Reconstructing at the Macro Level -- Part IV: Creating a Compeer Culture -- Compeer Culture -- Horizontal Motivators -- Dealing with Short Ladders -- How Do You Begin? -- Index -- About the Author