Issue 1 and Volume 144.

THE PATH TO FIRE SERVICE EXCELLENCE Innovation is the driving force behind change and improvement in quality, customer service, employee relationships, cost containment, and other efforts. If superior product quality and customer service are the goals of effective management, then innovation is surely the most critical element that must be nurtured in the organization. What is the typical current thinking and attitude toward the innovators in any organization? Let’s take a look at what Tom Peters found in Thriving on Chaos—Handbook for a Management Revolution: “For God’s sake, go down to reception and get rid of a lunatic who’s down there. He say’s he’s got a machine for seeing by wireless. Watch him —he may have a razor on him.” — Editor of the Daily Express of London, refusing to see John Baird, the inventor of television, in 1925. “Who in the hell wants to hear actors talk?” — Harry…

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