Endnotes

1.	http://www.toyotageorgetown.com/qualdex.asp.
2.	http://www.time.com/time/asia/asia/magazine/1999/990823/toyoda1.html.
3.	Noel M. Tichy and Stratford Sherman, Control Your Destiny or Someone Else Will (New York: HarperBusiness, 2001), p. 303.
4.	Letter to share owners, GE 1997 Annual Report.
5.	Op cit Tichy and Sherman, p. 307.
6.	Ibid.
7.	Letter to share owners, GE 1996 Annual Report.
8.	Ibid.
9.	Letter to share owners, GE 1991 Annual Report.
10.	Letter to share owners, GE 1995 Annual Report.
11.	http://www.geinsurancesolutions.com/erccorporate/theinstitute/pc/cust_cap.htm.
12.	Op cit Tichy and Sherman, p. 341.
13.	Op cit Tichy and Sherman, p. 336.
14.	Letter to share owners, GE 2004 Annual Report.
15.	Frank W. Davis and Karl B. Manrodt, Customer-Responsive Management (Cambridge, MA: Blackwell, 1996), pp. 143167.