Excellence

Here we are at the time of year for peak performance &endash; the critical selling months of November and December. As an aside, it's one of our industry's (and most of retailing's) great weaknesses that so much business is concentrated into so short a time. But that's an issue to be dealt with at another time. Right now, let's concentrate on the reality we have. This is the time for the big push. The thought evokes certain words. Productivity. Performance. Service. Quality. Value. All have at least one common denominator: the pursuit of excellence in every area of the business. This raises some interesting questions. What is excellence? How do you attain it? How do you measure it? The simple way to answer the first question is to go to the dictionary. To be excellent, says the Random House dictionary, is to be remarkably good, to be extraordinary, to be superior. Fine. But how d
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