"In Search of Excellence": Company Analysis

Paper Summary:

This paper analyzes the company Jurox in light of the eight attributes listed as characteristics of "excellent" companies as quoted in the book "In Search of Excellence" by T.J. Peters and R.H. Waterman. These attributes are: a bias for action; closeness to the customer; autonomy and entrepreneurship; productivity through people; a hands-on, value-driven approach; sticking to the purpose; a simple form with lean staff and simultaneous loose-tight properties. It evaluates how Jurox fulfills each attribute in turn and concludes that company is partly "excellent" but needs improvement in some aspects.

From the Paper:

"The second characteristic of an "excellent" company is that they are close to the customer. Jurox has this approach with customer satisfaction one of the major targets. The company is also focused on developing relationships with customers. This involves an information technology customer service system that records details about the customers. Customer service staff are trained in communication and relationship building so that relationships can develop. The customer service staff, as well as taking orders, ask for feedback about the products and service. The customer service staff are also trained in marketing and part of their job is to provide information from the customer to the marketing department."

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